Are telcos ready to let AI take the wheel?

AI is reshaping how networks run, decisions are made, and customer experiences evolve-pushing telcos to prepare for an era where intelligence drives the core.

- BY MANISH GANGEY

Artificial intelligence (AI) has made significant inroads across various industries, and the telecom sector is no exception.

Already 97% of global telcos are in the process of implementing Al, and nearly half of them have already deployed it. Al is not just a trend, but a transformation, redefining every aspect of the telecom industry. Today's telecom networks are doing more than ever, powering hyperconnected cities, supporting millions of customers across channels, and adapting to demands that shift by the second.

From predictive fault detection and Al-driven RAN optimisation to generative Al copilots for customer support and field operations, Al is already delivering measurable results. With Al, telecom operators can scale faster, operate more efficiently, and make more informed strategic decisions across their networks.

With GenAl boosting service, field work, and planning, telcos are unlocking faster resolutions, fewer errors, and higher productivity across core functions.

Al is impacting the entire telecom industry, with key areas of transformation being customer experience, networks, field operations, and fraud and spam. Sentiment-aware, context-driven Al agents are now replacing static chatbots and redefining the customer experience. Over 51% of telcos using GenAl in production are already reporting major improvements in customer satisfaction, proving Al as a major game changer in reducing churn.

It is also transforming telecom networks by diagnosing faults, predicting congestion, optimising RAN, and reducing energy use. According to a NVIDIA Survey, globally, 37% of telcos have adopted Al-powered network planning and operations as a top investment priority for 2025.