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NEXT FRONTIER IN TRANSFORMING TELECOMPractical benefits of agentic AI and digital agentsNext Frontier In Transforming Telecom3AUTHORSLaksh MaggooCharles De PommerolAshik ArdeshnaEmmanuel AmiotLaurent BensoussanJad HaddadLindy KouyoumjiIvan PalenciaBenjamin TubianaNext Frontier In Transforming Telecom4INTRODUCTIONDear readerMany perspectives on the telecom industry emphasize the challenges of integrating AI and digital agents at scale, the struggle to fully capitalize on the efficiencies and innovations they offer, and the overall skepticism regarding the sector’s ability to adapt to a rapidly changing technological landscape. These perspectives often overlook the transformative potential that these innovations bring to telecom operations, as well as the significant strides that forward-thinking telecom operators have made in leveraging these technologies.AI and digital agents are more than just powerful tools; they serve as catalysts for enhanced operational efficiency, increased customer engagement, and accelerated strategic decision-making while transforming softer part of the Business such as culture or ways-of-working. As telecom operators harness these technologies, they unlock new avenues for growth.How can telecom operators effectively leverage AI, digital agents and agentic AI platforms to drive operational excellence and growth? Beyond the hype, what are the use cases that operators are executing? What strategies can be implemented to deliver impact in the short term while successfully scaling fast and securing lasting value?These are the questions we address in our perspective, “Next frontier in transforming telecom: practical benefits of agentic AI and digital agents”. It is shaped by our strategic work with leading operators across the globe. We hope you find it an interesting read.Sincerely yoursLaurent BensoussanGlobal Industry Head Communications, Media and Technology5CONTENTSAUTHORS 3INTRODUCTION 4THE DISRUPTIVE IMPACT OF AI AND DIGITAL AGENTS FOR TELCOS 6Impact on network and field operations 13Impact on customer service 15Impact on technology function 17Impact on topline performance 20NAVIGATING TO BECOME AN AI-FIRST TELCO 22CONCLUSION 24Next Frontier In Transforming Telecom6THE DISRUPTIVE IMPACT OF AI AND DIGITAL AGENTS FOR TELCOSOperators have undergone significant transformations, and AI is now serving as a powerful catalyst to supercharge every aspect of operator-wide transformation — from vision and processes to systems and ways of working.Telecommunication companies are accelerating their use of artificial intelligence (AI) and generative artificial intelligence (GenAI). Some estimates suggest that telcos will incorporate generative AI into their business processes over the next three years. The technology has the potential to transform many facets of telecom operations, ranging from enhancing the customer experience to optimizing network quality, driving not only value for customers but significant bottom-line impact.Ope