数字代理在未来客户服务中的优势

Practical benefits of agenticAI and digitalagents AUTHORS LakshMaggooCharles DePommerolAshikArdeshnaEmmanuelAmiotLaurentBensoussanJadHaddadLindyKouyoumjiIvanPalenciaBenjaminTubiana INTRODUCTION Dearreader Many perspectives on the telecom industry emphasize the challenges of integrating AI anddigital agents at scale, the struggle to fully capitalize on the efficiencies and innovations theyoffer, and the overall skepticism regarding the sector’s ability to adapt to a rapidly changingtechnological landscape. These perspectives often overlook the transformative potentialthat these innovations bring to telecom operations, as well as the significant strides thatforward-thinking telecom operators have made in leveraging thesetechnologies. AI and digital agents are more than just powerful tools; they serve as catalysts for enhancedoperational efficiency, increased customer engagement, and accelerated strategic decision-making while transforming softer part of the Business such as culture or ways-of-working.As telecom operators harness these technologies, they unlock new avenues forgrowth. How can telecom operators effectively leverage AI, digital agents and agentic AI platformsto drive operational excellence and growth? Beyond the hype, what are the use cases thatoperators are executing? What strategies can be implemented to deliver impact in the shortterm while successfully scaling fast and securing lastingvalue? These are the questions we address in our perspective, “Next frontier in transformingtelecom: practical benefits of agentic AI and digital agents”. It is shaped by our strategicwork with leading operators across the globe. We hope you find it an interestingread. Sincerelyyours LaurentBensoussan Global IndustryHeadCommunications, Media andTechnology CONTENTS AUTHORS3 INTRODUCTION4 THE DISRUPTIVE IMPACT OF AI AND DIGITAL AGENTS FOR TELCOS6 Impact on network and field operations13Impact on customer service15Impact on technology function17Impact on topline performance20 NAVIGATING TO BECOME AN AI-FIRST TELCO22 CONCLUSION24 THE DISRUPTIVE IMPACT OF AI ANDDIGITAL AGENTS FORTELCOS Operators have undergone significant transformations, and AI is now serving as a powerfulcatalyst to supercharge every aspect of operator-wide transformation — from vision andprocesses to systems and ways ofworking. Telecommunication companies are accelerating their use of artificial intelligence (AI) andgenerative artificial intelligence (GenAI). Some estimates suggest that telcos will incorporategenerative AI into their business processes over the next three years. The technology hasthe potential to transform many facets of telecom operations, ranging from enhancing thecustomer experience to optimizing network quality, driving not only value for customers butsignificant bottom-lineimpact. Operators are quickly implementing AI use cases; however, most of these applications arenot yet agentic AI. They often remain siloed, without clear performance measurement, whichrestricts enterprise-wide transformation and hinders rapid bottom-line impact. To unlockfull potential, operators implementing AI-led transformations must align it with businessgoals, ensure adoption, and integrate quality data. They must also balance automation withhuman oversight, address risks, build the right infrastructure, and track long-term impact.Those that do will gain a competitive edge. Operators are actively deploying AI use cases,yet they face broader challenges related to enterprise-widetransformation. Roughly 94% of telecom operators believe that generative AI will have a significant impacton their businesses over the next five years. AI-powered digital agents, personalizedinteractions, and automated processes could enable telco operators to improve customersupport, reduce downtime, and enhance operationalefficiency. Successful telcos understand that achieving the true potential of generative AI will nothappen by merely deploying the technology. Instead, they are adapting their operatingmodel and process architecture to fully harness the value of generative AI and digital agentsfor their business and applying it to high value use cases. They understand the importanceof considering the company’s vision, identifying relevant use cases, and leveraging therightenablers. The opportunity for generative AI in telco is just beginning; adoption at scale is the long-term goal. Right now, telcos appear to be focused on testing and learning in specificfunctional areas, concentrating use cases to gain insights and refine implementationstrategies (Exhibit2). Additional opportunities to leverage generative AI include enhancing knowledgemanagement for improved information retrieval and decision-making, as well as utilizinglarge data sets for co-piloting to boost productivity and creativity and facilitate actionsatscale. 1997 Autonomous digital agents powered by generative AI are the next frontier for telcos. Suchdigital agents could act as true co