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Telecom operators have been using automation and analytics for many years to enhance network performance and customer experience. But now, we are witnessing the beginning of a new era in the telecommunications industry, in which artificial intelligence will not just analyze data but also make smart decisions, adapt, and take action on its own.
In this episode of the Analytics Insight Podcast, host Priya Diyalani speaks with Samit Banerjee, Division President, Customer Business Services at Amdocs, about how agentic AI is reshaping telecom operations. The discussion covers issues such as autonomous networks, India’s AI benefits, enterprise prospects, and human oversight in AI-based decisions. Here are the excerpts of the interview:
In my opinion, the main distinction lies in how decisions are made. The Automation system was primarily rule-based. This means that it could follow certain instructions and could not do much within predefined limits. However, agentic AI brings intelligence to decision-making.
In other words, the AI agent can monitor the network, recognize anomalies, and make decisions automatically.
Digital Public Infrastructure in our country has laid a very robust foundation for identity verification and fraud prevention services, along with other digital services. Meanwhile, we have one of the highest volumes of mobile data in the world coming from India. It means we have access to a tremendous amount of data to train our AI models. We have a fiber network, a multilingual population, uniting government agencies and private organizations to develop AI technologies.
There are significant prospects beyond conventional connectivity. Telecommunication firms can become strategic technology partners by providing AI-based services to enterprises. By leveraging edge computing, telecommunication firms can run AI services in proximity to end users. This will reduce latency in banking, manufacturing, healthcare, and smart city sectors.
Telecommunication firms may offer an environment in which enterprises can train their AI models without sending their private data outside their secure locations.
This is among the most significant questions that every organization adopting AI should ask itself.
Operational decisions such as traffic balancing, resource allocation, and optimization can be handled by AI, as they are repetitive and easily reversed.
But when it comes to human intervention is non-negotiable.
The emergence of AI-powered network operations will lead to autonomous digital ecosystems. Rather than being mere carriers of bandwidth and connectivity, network providers will offer intelligent infrastructure that can configure, heal, and optimize itself in real time.
Telecom companies will leverage AI to speed up their processes, do predictive maintenance, provide personalized experiences for their customers, and develop innovative enterprise offerings through edge intelligence.
Listen to the full discussion on the Analytics Insight Podcast.
