By Sandeep Arora
Late one night at a network operations centre, a regional node strains under rising traffic. Previously, this would have triggered technician alerts and manual interventions. Now, an artificial intelligence (AI) agent detects the anomaly, reroutes traffic, optimises bandwidth, and logs the event seamlessly. No alarms, no downtime, just intelligence at work.
This form of intelligence is no longer just a theoretical possibility. Early deployments and pilot programs demonstrate how agentic AI can autonomously manage network events, reflecting a paradigm shift in the way telecom is structured, operated, and led.
From automation to autonomy
The telecom industry has long relied on automation through scripts, bots, and rule-based systems to streamline operations and cut costs. The next phase is autonomy. With agentic AI, systems don’t just execute instructions, they learn and achieve outcomes in real time.
AI agents help networks self-heal, anticipate customer needs, and flag fraud instantly. What’s striking is their ability to learn from past interactions and deliver personalised responses.
The focus now shifts to systems aligned with business goals while adapting dynamically. Beyond technical evolution, these systems signal a rethinking of how telecoms operate and how leadership must evolve to guide them.
Trust and transparency
As AI agents take on greater responsibility, governance becomes critical. Responsible systems must have clearly defined boundaries of autonomy, with crucial decisions still requiring human oversight. Equally imperative is ensuring that every AI decision is transparent and accountable.
It is essential that everyone – from customers to regulators – can trust AI decisions to be fair, unbiased, and ethical. Leadership plays a pivotal role in balancing innovation with integrity and autonomy with accountability. The goal is to create a culture where AI becomes a trusted partner, whose actions are visible, understandable, and consistent with human values.
From utility to intelligent platform
A promising aspect of agentic AI is its ability to deliver empathy at scale. Imagine a system that resolves a billing issue and follows up to ensure customer satisfaction. Such interactions, once aspirational, are now becoming reality.
As agentic AI handles routine and analytical tasks, human roles can focus on creativity, ethical oversight, and complex decision-making. Empathy at scale is not just a feature but a philosophy that helps intelligent enterprises build deeper customer relationships, inspire loyalty, and gain a distinctive competitive edge.
The telecom enterprise of tomorrow will be an intelligent platform, connecting people, devices, and services with speed and trust. Agentic AI will be a key driver of this transformation, reshaping network operations, customer service, and decision-making.
Yet, technology is only part of the story. The real spark is leadership that reimagines what’s possible. Telecoms that lead will design transparent, ethical systems and enable seamless human-AI collaboration. In this new era, a network’s value won’t be measured by its reach alone, but by its ability to think, adapt, and serve with purpose – turning innovation into impact and ambition into action.
The writer is VP & industry platform leader for telecom – India, Capgemini
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