Communication service providers are navigating an era of rapid disruption - pressured to grow revenues, reduce churn, modernize legacy systems, and meet rising customer expectations.
Generative AI and intelligent automation have emerged as critical enablers of telecom transformation, helping CSPs streamline operations, enhance customer care, and future-proof network infrastructure and operations.
By embedding automation and AI across BSS, OSS, BSS, networks and enterprise functions, telecom operators can unlock real-time service agility, simplify and streamline experiences across channels, improve service quality, reduce operating costs, and dynamically scale bandwidth to match the high performance that the market demand.
Whether it’s hyper-personalizing offers, automating network assurance, or accelerating billing workflows, agentic AI-powered solutions empower CSPs to deliver differentiated experiences, increase ARPU, and drive operational efficiency, turning next generation AI innovation into business value.
IBM technology solutions and consulting telecom services combine deep industry expertise, Hybrid Cloud and AI-driven solution leadership and collaboration with a vast ecosystem of partners to enable your digital transformation to accelerate business innovation, unlock strategic flexibility and drive operational efficiencies for the future of connectivity and beyond.
Telecommunications solutions and use cases
Deploy intelligent Agentic AI to resolve issues 24/7, increase customer engagement and drive revenues through customer service – turning your contact center to a profit center. Re-think the customer contact experience, reduce call center volumes, resolve billing or plan inquiries instantly, and personalize offers across channels. Integrated orchestration across your customer service ecosystem ensures consistent experiences, improves NPS, reduces churn, and boosts ARPU.
Leverage Generative AI and intelligent networking solutions to enable fault prediction, anomaly detection, and automated remediation across hybrid and 5G networks. Optimize infrastructure and AI workloads with orchestration tools to ensure real-time observability, reduce mean-time-to-resolution (MTTR), lower OPEX, and drive long-term cost savings. Use IBM Consulting’s TM Forum certification in Autonomous Network Levels Assessment Validation to help you on your Autonomous Networks journey.
Maximize technician efficiency and streamline dispatch with Agentic AI use predictive scheduling and route optimization to deploy field teams more effectively. AI improves first-time fix rates, shortens response times, and lowers operational costs, driving cost savings while enhancing field service outcomes and customer satisfaction.
Moreover, AI-driven solutions can help telcos transform HR and workforce productivity by automating repetitive tasks while effectively engaging and retaining a skills first workforce, boost employee productivity and personalizing employee development.
Monitor transactions and detect anomalies in billing or usage. Generative AI can help communication service providers (CSPs) with real-time charging or billing, supports dynamic pricing, micro‑services, subscription and usage of hybrid models, as well as promotions. Deploy reliable data management to support accurate billing and fraud detection at scale.
Generative AI helps Telco CFOs boost efficiency, cut costs, improve forecasting, reduce risks, and enhance decision-making across O2C, FP&A, R2R, and P2P workflows for stronger financial performance.
Harness subscriber data and behavioral insights to drive hyper-personalized campaigns and enhance user experience. Agentic AI enables rapid creation of contextual offers, the increase of conversion rates, reducing acquisition costs, and powers intelligent monetization strategies. Integrated data management across the sales and marketing ecosystem unlocks new revenue opportunities and improves targeting precision.
Over 80% of telecom customers would consider alternatives if they experienced a poor customer journey. Using AI alongside human-centric design principles, we can solve customer issues faster and more efficiently, resulting in up to 20-point increases in net promoter score and 50% cost reductions.
Modernize your business support systems to elevate customer experience and reducing expenditures. We integrate data, processes, and systems to service customers more efficiently, by using AI to personalize real-time interactions with customers’ next-best actions and optimal offers.
Improve performance and cost with data and AI-powered service assurance and network automation. Use IT services and solutions to design, configure, test, deploy, and monitor closed-loop assurance scenarios by using AI and intelligent workflows, significantly improving the service quality, uptime and efficiency of operations. Agentic AI powered Network Agent asset reduces the time to value, enabling scaling while powering the journey to Autonomous Networks.
Combine the power of 5G networks, edge intelligence, AI, and hybrid cloud orchestration to deliver next generation ultra-low-latency, secure, and data-rich mobility services for a safer, smarter, and more connected world.
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