Industries / Telecommunications

Networks that can't afford to wait for a human to notice.

Telecom operates at a scale where a delayed diagnosis becomes a churn event. We build agents that detect, diagnose, and resolve network issues before customers file a ticket.

40% fewer outages Global telecommunications client
100% of agent actions logged, replayable & reversible
Talk to our team
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KEY CHALLENGES

Incidents that need diagnosis in seconds, not hours
Manual triage can't keep pace with network-scale events.
Ticket volumes that scale faster than support teams
Growth in subscribers outpaces growth in headcount.
Infrastructure spanning decades of technology
Legacy and next-gen network gear have to coexist.
Churn triggered by service disruptions
One bad outage can undo months of retention work.
Compliance across multiple regulatory regions
Different markets, different data and reporting rules.

WHERE WE START

Agent Orchestration

Agent Orchestration

Network diagnosis and self-healing ticket resolution, connected directly to your OSS/BSS stack.

Learn more

OUR TELECOM TECHNOLOGY EXPERIENCE

AWS
Microsoft Azure
Apache Kafka
Kubernetes
Grafana
40% fewer outages

Global telecommunications client

Read the case study

Ten industries. One audited standard.

Different regulations, different systems of record — the same discipline every time: agents that run inside guardrails and leave a record you can read.

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Telecommunications case studies

Challenge, solution, results. Four engagements in this sector.

Anonymised at the client's request. Each card states the pain point, what we built, and what changed. Plus the service type and country.

04 studies
AI Agents UK

Fault-ticket triage agent for a regional fibre provider

Regional full-fibre broadband provider, South West England

Challenge
Every fault report, whether from the customer app, email or the call centre, landed in one queue where a second-line engineer read it, checked line diagnostics, and decided whether to dispatch. Engineers spent most of their shift on tickets that turned out to be router reboots or planned outages.
Solution
We built an agent that reads the ticket, pulls line diagnostics and the outage register, and sorts it into resolved-remotely, needs-engineer or needs-human-judgement, with its reasoning attached. Remote fixes are pushed automatically; dispatches still need an engineer's sign-off. Every decision is logged for review.
Results
  • Tickets closed without engineer involvement rose from 18% to 44%
  • First customer update now within 25 minutes, previously 6 hours
  • Unnecessary truck rolls reduced by around 120 a month
Service type · AI AgentsCountry · UK
Web USA

Self-service account portal for a rural wireless carrier

Rural wireless carrier, Mountain West

Challenge
Subscribers could only change plans, add lines or update payment details by calling during office hours. The carrier's billing system had no customer-facing layer, so a team of six handled roughly 3,000 routine calls a month, and plan changes took effect a billing cycle late.
Solution
We built a customer portal and matching mobile web experience on top of the existing billing system through a new API layer, with multi-factor login and PCI-scoped payment handling. Plan changes, line additions and usage views are self-service; anything unusual raises a ticket with the customer's context already attached.
Results
  • 58% of routine account changes now completed online
  • Plan changes apply within 1 hour instead of next billing cycle
  • Delivered in 16 weeks alongside the carrier's billing upgrade
Service type · WebCountry · USA
AI MVPs UK

Contract-renewal risk signals for a B2B telecoms reseller

B2B telecoms reseller, Scotland

Challenge
Account managers found out a business customer was leaving when the porting request arrived. Usage data, support tickets and invoice disputes lived in separate systems, and the quarterly retention review was a spreadsheet listing contracts by end date with no sense of which ones were actually at risk.
Solution
In a seven-week MVP we joined usage, ticket and billing data into a single view and built a scoring model with a short written rationale for each account flagged. Account managers get a weekly list of ten accounts to call, with suggested talking points drawn from that customer's own history.
Results
  • Flagged 63% of eventual churners at least 60 days early
  • Retention calls per account manager up from 4 to 15 a week
  • MVP delivered in 7 weeks on 2 years of historical data
Service type · AI MVPsCountry · UK
Apps USA

Field-technician dispatch app for a regional cable operator

Regional cable and broadband operator, Southeast

Challenge
Dispatchers assigned jobs to 70 technicians each morning using a whiteboard and text messages. Technicians called in to close jobs, parts used were reconciled weekly from paper, and a customer asking for an arrival window was told "between eight and five".
Solution
We built a dispatch console in Dynamics 365 and a mobile app for technicians that shows the day's route, job notes and customer history, captures parts and photos on completion, and sends the customer a two-hour arrival window by text. Dispatchers can reassign jobs live as the day changes.
Results
  • Jobs completed per technician per day up from 5.1 to 6.4
  • Parts reconciliation moved from 7-day paper cycle to same-day
  • Customer no-access visits down 31% after arrival-window texts
Service type · AppsCountry · USA

FAQ

Telecommunications + agentic AI: questions, answered.

How can AI agents improve telecom network operations and reduce outages?

AGS agents watch the network, correlate events, and remediate routine faults autonomously, turning a wall of alarms into a short list that actually needs a person. Diagnosis happens in seconds where manual triage took hours. One global telecommunications client saw 40% fewer outages after moving network operations to autonomous agents.

Can autonomous agents diagnose and resolve network faults before customers notice?

Yes. AGS agents connect directly to your OSS/BSS stack to detect, diagnose, and self-heal common faults before a subscriber files a ticket. Since one bad outage can undo months of retention work, cutting time-to-restore protects against churn. Every automated action is logged and reversible, so operations teams keep a clear record of what was changed.

How does AGS handle telecom service assurance and alert overload?

AGS agents absorb alert volumes that scale faster than support teams can, correlating and triaging network events so engineers see only what warrants attention. Routine remediation runs automatically under least-privilege access; complex faults escalate with full context. The result is faster resolution without the noise, and a logged trail behind every decision.

Can AGS automate provisioning and service activation across legacy and next-gen networks?

Yes. AGS agents run provisioning and activation workflows across infrastructure spanning decades of technology, where legacy and next-gen gear coexist. Agents operate through your existing OSS/BSS interfaces, so activation speeds up without a rip-and-replace programme. Human-in-the-loop gates and complete logs keep control over changes to live service.

How does agentic AI help telecoms reduce churn from service disruptions?

AGS agents shorten the path from fault to resolution, remediating routine issues automatically and dispatching diagnostics before disruptions escalate into churn events. Faster restoration protects the retention that outages erode. Agents run inside guardrails with logged, reversible actions and compliance handled across multiple regulatory regions, each with its own data and reporting rules.

Put network operations on autopilot, safely.

Tell us the workflow that matters most in your operation.

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