Why AI Agents Matter in Telecommunications
Telecom operators face flat growth and rising expectations, making AI agents essential to drive sales, reduce costs, and personalise service. This blog shows how AI agents transform customer engagement, unlock data, and create measurable impact in the telco sector.
Sep 23, 2025
Why telecoms need AI agents
The global telecommunications industry is worth over $1.5 trillion but faces slow growth, with revenues projected to rise at just 2.9% annually through 2028 (Statista, 2024a; Gröne, Chow & Taylor, 2025). Deloitte (2025) argues that telcos must “shift into growth mode” by embracing generative AI and making smarter investments. At the same time, profitability is under pressure and digital-native competitors are setting higher standards for speed and customer experience (McKinsey & Company, 2025).
Simply providing connectivity is no longer enough. Telcos are being asked to deliver seamless, personalised experiences while diversifying into value-added services (Fiandro, Atluri & Travasoni, 2024). AI agents have emerged as one of the most practical ways to meet these demands, allowing operators to reduce costs and open new sources of revenue.
What AI agents actually do in telco
AI agents go well beyond the “chatbot” label. In telecom, they address three strategic imperatives:
Sales-driven growth: Traditional call centres struggle to upsell or retain customers effectively. AI agents help telcos shift towards sales-led interactions, tailoring offers in real time and driving conversions across digital channels (Fiandro, Atluri & Travasoni, 2024).
Personalised, omnichannel experiences: Customers expect consistent and seamless service whether they call, message, or use an app. AI agents provide continuity across these touchpoints, scaling personalisation without overwhelming call centres (McKinsey & Company, 2025).
Smarter use of data: Telcos sit on vast amounts of commercial data but often fail to unlock its value due to silos and outdated systems. AI agents integrate with CRMs, billing, and workflow platforms to activate that data – improving segmentation, campaign targeting, and long-term personalisation (Fiandro, Atluri & Travasoni, 2024).
The measurable outcomes
The benefits of deploying AI agents in telecom are increasingly quantifiable. McKinsey (2025) finds that embedding AI across customer care, marketing, and field operations can:
Increase revenues by up to 8%
Cut service costs by 10–15%
Improve Net Promoter Scores by 20–40 points
These outcomes don’t come from scattered pilots. As Fiandro, Atluri and Travasoni (2024) emphasise, operators must adopt integrated, domain-focused strategies built on solid data foundations. In practice, that means aligning AI with business objectives like churn reduction, upgrade uptake, and service efficiency rather than deploying isolated tools.
How to deploy AI agents responsibly
For telcos, successful AI adoption is less about flashy features and more about disciplined execution. A practical roadmap looks like this:
Define clear value cases: Target 2–3 priority journeys (e.g., retention saves or billing support) with measurable outcomes.
Strengthen data foundations: Connect key systems early (CRM, billing, order management) to ensure interactions are both personalised and compliant.
Design for omnichannel: Ensure that conversations can flow across voice, WhatsApp, SMS, and apps, with consistent memory and tone.
Embed trust and compliance: Enterprise-grade security and regulatory alignment (GDPR, ISO standards) must underpin every deployment.
Iterate fast: Short pilots that move quickly into production allow operators to learn and scale without “pilot fatigue.” (Deloitte, 2025; McKinsey & Company, 2025).
Closing thought
AI agents aren’t about replacing human service teams; they are about enhancing how telcos connect with customers. In a sector where growth is flat and expectations are rising, they offer a rare combination: lowering the cost-to-serve while lifting revenue and loyalty. For telecom operators, that makes them less of an experiment, and more of a necessity.
More to Discover
Why AI Agents Matter in Telecommunications
Telecom operators face flat growth and rising expectations, making AI agents essential to drive sales, reduce costs, and personalise service. This blog shows how AI agents transform customer engagement, unlock data, and create measurable impact in the telco sector.
Sep 23, 2025
Why telecoms need AI agents
The global telecommunications industry is worth over $1.5 trillion but faces slow growth, with revenues projected to rise at just 2.9% annually through 2028 (Statista, 2024a; Gröne, Chow & Taylor, 2025). Deloitte (2025) argues that telcos must “shift into growth mode” by embracing generative AI and making smarter investments. At the same time, profitability is under pressure and digital-native competitors are setting higher standards for speed and customer experience (McKinsey & Company, 2025).
Simply providing connectivity is no longer enough. Telcos are being asked to deliver seamless, personalised experiences while diversifying into value-added services (Fiandro, Atluri & Travasoni, 2024). AI agents have emerged as one of the most practical ways to meet these demands, allowing operators to reduce costs and open new sources of revenue.
What AI agents actually do in telco
AI agents go well beyond the “chatbot” label. In telecom, they address three strategic imperatives:
Sales-driven growth: Traditional call centres struggle to upsell or retain customers effectively. AI agents help telcos shift towards sales-led interactions, tailoring offers in real time and driving conversions across digital channels (Fiandro, Atluri & Travasoni, 2024).
Personalised, omnichannel experiences: Customers expect consistent and seamless service whether they call, message, or use an app. AI agents provide continuity across these touchpoints, scaling personalisation without overwhelming call centres (McKinsey & Company, 2025).
Smarter use of data: Telcos sit on vast amounts of commercial data but often fail to unlock its value due to silos and outdated systems. AI agents integrate with CRMs, billing, and workflow platforms to activate that data – improving segmentation, campaign targeting, and long-term personalisation (Fiandro, Atluri & Travasoni, 2024).
The measurable outcomes
The benefits of deploying AI agents in telecom are increasingly quantifiable. McKinsey (2025) finds that embedding AI across customer care, marketing, and field operations can:
Increase revenues by up to 8%
Cut service costs by 10–15%
Improve Net Promoter Scores by 20–40 points
These outcomes don’t come from scattered pilots. As Fiandro, Atluri and Travasoni (2024) emphasise, operators must adopt integrated, domain-focused strategies built on solid data foundations. In practice, that means aligning AI with business objectives like churn reduction, upgrade uptake, and service efficiency rather than deploying isolated tools.
How to deploy AI agents responsibly
For telcos, successful AI adoption is less about flashy features and more about disciplined execution. A practical roadmap looks like this:
Define clear value cases: Target 2–3 priority journeys (e.g., retention saves or billing support) with measurable outcomes.
Strengthen data foundations: Connect key systems early (CRM, billing, order management) to ensure interactions are both personalised and compliant.
Design for omnichannel: Ensure that conversations can flow across voice, WhatsApp, SMS, and apps, with consistent memory and tone.
Embed trust and compliance: Enterprise-grade security and regulatory alignment (GDPR, ISO standards) must underpin every deployment.
Iterate fast: Short pilots that move quickly into production allow operators to learn and scale without “pilot fatigue.” (Deloitte, 2025; McKinsey & Company, 2025).
Closing thought
AI agents aren’t about replacing human service teams; they are about enhancing how telcos connect with customers. In a sector where growth is flat and expectations are rising, they offer a rare combination: lowering the cost-to-serve while lifting revenue and loyalty. For telecom operators, that makes them less of an experiment, and more of a necessity.
More to Discover
Why AI Agents Matter in Telecommunications
Telecom operators face flat growth and rising expectations, making AI agents essential to drive sales, reduce costs, and personalise service. This blog shows how AI agents transform customer engagement, unlock data, and create measurable impact in the telco sector.
Sep 23, 2025
Why telecoms need AI agents
The global telecommunications industry is worth over $1.5 trillion but faces slow growth, with revenues projected to rise at just 2.9% annually through 2028 (Statista, 2024a; Gröne, Chow & Taylor, 2025). Deloitte (2025) argues that telcos must “shift into growth mode” by embracing generative AI and making smarter investments. At the same time, profitability is under pressure and digital-native competitors are setting higher standards for speed and customer experience (McKinsey & Company, 2025).
Simply providing connectivity is no longer enough. Telcos are being asked to deliver seamless, personalised experiences while diversifying into value-added services (Fiandro, Atluri & Travasoni, 2024). AI agents have emerged as one of the most practical ways to meet these demands, allowing operators to reduce costs and open new sources of revenue.
What AI agents actually do in telco
AI agents go well beyond the “chatbot” label. In telecom, they address three strategic imperatives:
Sales-driven growth: Traditional call centres struggle to upsell or retain customers effectively. AI agents help telcos shift towards sales-led interactions, tailoring offers in real time and driving conversions across digital channels (Fiandro, Atluri & Travasoni, 2024).
Personalised, omnichannel experiences: Customers expect consistent and seamless service whether they call, message, or use an app. AI agents provide continuity across these touchpoints, scaling personalisation without overwhelming call centres (McKinsey & Company, 2025).
Smarter use of data: Telcos sit on vast amounts of commercial data but often fail to unlock its value due to silos and outdated systems. AI agents integrate with CRMs, billing, and workflow platforms to activate that data – improving segmentation, campaign targeting, and long-term personalisation (Fiandro, Atluri & Travasoni, 2024).
The measurable outcomes
The benefits of deploying AI agents in telecom are increasingly quantifiable. McKinsey (2025) finds that embedding AI across customer care, marketing, and field operations can:
Increase revenues by up to 8%
Cut service costs by 10–15%
Improve Net Promoter Scores by 20–40 points
These outcomes don’t come from scattered pilots. As Fiandro, Atluri and Travasoni (2024) emphasise, operators must adopt integrated, domain-focused strategies built on solid data foundations. In practice, that means aligning AI with business objectives like churn reduction, upgrade uptake, and service efficiency rather than deploying isolated tools.
How to deploy AI agents responsibly
For telcos, successful AI adoption is less about flashy features and more about disciplined execution. A practical roadmap looks like this:
Define clear value cases: Target 2–3 priority journeys (e.g., retention saves or billing support) with measurable outcomes.
Strengthen data foundations: Connect key systems early (CRM, billing, order management) to ensure interactions are both personalised and compliant.
Design for omnichannel: Ensure that conversations can flow across voice, WhatsApp, SMS, and apps, with consistent memory and tone.
Embed trust and compliance: Enterprise-grade security and regulatory alignment (GDPR, ISO standards) must underpin every deployment.
Iterate fast: Short pilots that move quickly into production allow operators to learn and scale without “pilot fatigue.” (Deloitte, 2025; McKinsey & Company, 2025).
Closing thought
AI agents aren’t about replacing human service teams; they are about enhancing how telcos connect with customers. In a sector where growth is flat and expectations are rising, they offer a rare combination: lowering the cost-to-serve while lifting revenue and loyalty. For telecom operators, that makes them less of an experiment, and more of a necessity.