How AI is Shaping the Future of E-Commerce for ISPs

Recently, I had the pleasure of moderating a fantastic webinar hosted by the Fiber Broadband Association, where my colleague Thomas Sullivan-Crawford, Sonar’s Regional Sales Director, teamed up with our AI integration partner Joel Silverman from Actifai. Together, we dove into how AI and OSS/BSS platforms are revolutionizing the way tier 2 and 3 ISPs operate. It was amazing to hear from both of them as they shared real-world insights and solutions that can have a tangible impact on our customers and what role AI can play in helping with a true competitive advantage.

Let’s dig into how AI is transforming the challenges ISPs face into opportunities for growth. We know that managing legacy systems, dealing with operational inefficiencies, and ensuring a seamless customer experience can feel like a never-ending battle. But Thomas and Joel highlighted how AI is helping ISPs do more with less—streamlining processes, improving customer retention, and making data-driven decisions that drive business growth.

Watch The Webinar Replay 👇

Why ISPs Need AI to Stay Competitive

If you’re overseeing operations or managing service delivery, you know how critical it is to keep everything running smoothly. But many ISPs are using outdated systems that simply weren’t built for today’s fast-paced, high-speed demands. These legacy platforms are often slow, costly to maintain, and make it difficult to innovate.

Here’s where AI-powered solutions like Sonar’s and Actifai’s come in. They allow ISPs to:

Boost Efficiency: By automating routine tasks, ISPs can reduce the time it takes to onboard customers, manage service requests, and provision network equipment, freeing up your team to focus on strategic initiatives.

Improve Conversion Rates: Actifai’s AI-driven recommendations tailor service packages to each customer’s unique needs. Whether it’s offering the perfect broadband bundle or adding features like mesh Wi-Fi, AI ensures customers get the right service at the right time.

Enhance Customer Retention: AI’s continuous learning from customer behavior means better predictions of needs and preferences, so ISPs can proactively address issues before they become problems. This not only boosts satisfaction but keeps customers from churning.

Turning Data Into Actionable Insights

During the presentation, Joel shared how Actifai’s solution uses over 1,500 data points per transaction to make personalized service recommendations. Imagine being able to not just capture data but actually use it to enhance the customer experience. That’s the power of AI—whether it’s recommending the right package to a family of streamers or offering a faster option to a work-from-home professional, the technology helps us anticipate needs and serve customers more effectively.

For those managing service delivery and customer support, this kind of insight is invaluable. It allows you to focus on high-impact areas like customer satisfaction and service uptime without getting lost in the weeds of data overload. I noticed a lot of enthusiasm from the audience during this segment, as many were intrigued by how AI could simplify their operations and help them make smarter decisions in real time.

Personalization Is the Key to Winning Over Customers

One of the biggest takeaways for me—and something I’ve seen firsthand at Sonar—is how crucial personalization is in today’s market. Customers expect more than just speed; they want a tailored experience. And AI-powered platforms like ours are making that possible by offering personalized service plans, customized installation schedules, and even proactive customer engagement.

As the Q&A moderator, I received many fantastic questions from attendees about how they could start implementing AI-driven solutions to enhance their customer interactions. It’s not just about technology—it’s about creating an experience that feels relevant to each customer. Whether it’s streamlining eCommerce flows or improving communication touchpoints, personalization is a key differentiator that can help ISPs stand out in a crowded market.

Looking Ahead: The Future of AI in ISP Operations

As we continue to evolve at Sonar, I’m excited about the possibilities AI brings to the ISP industry. Automation, predictive analytics, and enhanced customer engagement are just the beginning. For ISPs that want to stay competitive, adopting AI is no longer an option—it’s essential.

If you’re in charge of operations, customer service, or strategic planning, AI-powered platforms like Sonar and Actifai are here to help you. We’re giving ISPs the tools they need to grow, improve customer loyalty, and reduce operational costs.

If you missed the webinar, I encourage you to catch up on the highlights and see how AI can transform your business. Visit the session overview page here for more information and to request a demo of the Sonar + Actifai Integration.