How GenAI is Transforming Telecom Operations and Customer Service
The telecom industry is leveraging generative AI to streamline operations, enhance customer service, and modernize legacy systems. Tools like GitHub Copilot and Google Gemini are driving efficiency and innovation.
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OSS and BSS systems are the backbone of telecom providers, yet they often suffer from outdated documentation and technical debt.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- Modernize outdated documentation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 ()
Related News
AI Customer Service Agents Surge 22X in Adoption Since January
Salesforce reports a 2,199% growth in AI agent use for customer service, with 94% of customers preferring AI interactions.
Fortune 500 firms will keep human agents despite AI rise
Gartner predicts Fortune 500 companies won’t fully replace human customer service agents with AI by 2028, citing complex issues requiring human touch.
About the Author
David Chen
AI Startup Analyst
Senior analyst focusing on AI startup ecosystem with 11 years of venture capital and startup analysis experience. Former member of Sequoia Capital AI investment team, now independent analyst writing AI startup and investment analysis articles for Forbes, Harvard Business Review and other publications.
