Cerillion has outlined how agentic AI could change telecoms operations by automating customer service, network management, billing and commercial transactions.
Unlike traditional chatbots, AI agents can independently analyse information, interact with multiple systems and take actions to complete tasks.
For telecoms operators, this could include identifying broadband faults, arranging repairs, notifying customers and applying compensation.
However, successful implementation will depend on more than the AI agents themselves. Operators need reliable data, connected systems, security controls and clear limits on what agents can do without human approval.
Cerillion also highlights the potential for AI agents to buy and manage telecoms services on behalf of customers, creating new opportunities for automated transactions between businesses and service providers.
Existing Business Support Systems (BSS) and Operations Support Systems (OSS) will remain central to this development, providing the customer data, product information, billing rules and operational processes required for AI agents to function.
Cerillion plc (LON:CER) is a leading provider of billing, charging and customer management systems with more than 20 years’ experience delivering its solutions across a broad range of industries including the telecommunications, finance, utilities and transportation sectors.
