How GenAI is Transforming Telecom Operations and Customer Service

Generative AI (GenAI) is making significant strides in the telecom industry, transforming everything from operational support systems (OSS/BSS) to customer service. Telecom operators, burdened by legacy systems and high customer expectations, are turning to AI tools like GitHub Copilot and Google Gemini to streamline workflows and improve efficiency.

Automating OSS/BSS with GenAI

OSS and BSS systems are the backbone of telecom providers, yet they often suffer from outdated documentation and technical debt. Tools like GitHub Copilot are changing this dynamic. A case study by Harness found that developers using Copilot saw a 10.6% increase in pull requests and a 2.4% reduction in cycle time. This enables engineers to:

• Refactor legacy modules for billing and network provisioning
• Draft compliant configuration templates
• Modernize outdated documentation

Similarly, Windserf (Codeium) offers AI-powered code suggestions, promising to accelerate development in network operations.

Enhancing Customer Service with AI

Customer support is another area where GenAI is making an impact. Google's Customer Engagement Suite (CES) has been implemented by AT&T to:

• Drive self-service through conversational AI
• Free up human agents for high-value tasks
• Strengthen analytical capabilities

Verizon has also adopted Google Gemini, trained on 15,000 internal documents, resulting in a 40% sales increase through its customer service team, as reported by Reuters.

Building a Stable AI Infrastructure

Telecom operators are cautious about deploying GenAI due to risks like system outages. Microsoft advocates for a cloud-native, API-first approach to ensure safe AI adoption. Key strategies include:

• Containerizing GenAI tools for controlled deployment
• Using API gateways to validate requests
• Embedding AI in CI/CD pipelines with rollback policies

Proven Results

Several case studies highlight the tangible benefits of GenAI in telecom:

• GitHub Copilot: 10.6% increase in pull requests (Harness study)
• Verizon x Google Gemini: 40% sales boost (Reuters)
• TIM x Google Cloud: 20% efficiency gain (Google blog)

The Future of Telecom

GenAI is no longer experimental—it’s a competitive advantage. Telecom providers that embrace AI are seeing faster problem-solving, improved customer experiences, and streamlined operations. The challenge now is scaling AI responsibly and preparing organizations for the next wave of innovation.