Intent-based operations to support real-time service configuration BOX 2 A global telecommunications technology leader implemented “intent-based operations” to provide service assurance for Digital Nasional Berhad (DNB), a Malaysian 5G wholesale network, enabling the delivery of new 5G services for six mobile network operators (MNOs) with distinct performance requirements. After understanding the intent of the service, the system uses predictive AI, machine reasoning and complex automation to provide the operational speed and agility needed to support 18 diverse service level agreements (SLAs) by identifying potential breaches in advance on one service and taking corrective action automatically. This is done without compromising the other services and improving SLA compliance from 70% to 100%. Customer services Value: Reduce cost to serve, differentiate customer experience, drive business growth For unassisted service, genAI powers virtual assistants to deliver human-like interactions and supports advanced troubleshooting by using vendor and network data to provide step-by- step guidance to customers and staff in resolving technical problems. In assisted calls, assisted customer care with sentiment analysis combines predictive capabilities with genAI to generate real-time scripts for service agents based on past interactions and live customer sentiment. To ensure these scripts are ethical and effective, extensive testing is required to prevent bias, discrimination or toxicity, supported by clear guardrails.Live transcript analysis helps service agents monitor customer service teams across a range of performance metrics, such as issue resolution rates and upsell attempts. Root cause analysis of transcripts can identify underlying customer service issues and automatically initiate actions to resolve them. GenAI can reduce administrative tasks for customer service agents by optimizing service design and delivery. For instance, it can generate call summaries, automated emails and service tickets, improving productivity and reducing call handling time. For longer-term sales and service integration, sales through service uses customer data to provide service agents with predictive insights on churn risk and product relevance. It suggests “next-best actions” like identifying retention, upsell or cross-sell opportunities during service calls. Intelligent service automation transforms customer engagement BOX 3 A European telco revolutionized its customer engagement model by deploying an AI-powered service automation platform. The system uses ML and predictive analytics to understand customer behaviour patterns and automate personalized responses across digital channels. This enables proactive, context-aware customer interactions that anticipate and address needs before they become issues. The platform achieved a 40% reduction in service resolution time, a 35% improvement in customer effort scores and a 28% increase in digital channel adoption, showcasing how AI can drive both operational efficiency and customer satisfaction. 13 Artificial Intelligence in Telecommunications

Artificial Intelligence in Telecommunications 2025