Agentic AI’s hybrid operating model delivers substantial additional savings

AI is already having a profound impact in telecoms. Cost improvements are “a minimum of 40 to 50%, and meantime to repair in the order of 25 to 30%. That drives improvement in experience,” according to Jinu Koshy, VP – Senior Industry Principal, Infosys.

Now agentic AI has arrived, and Koshy insists it must be infused into telcos’ own transformation choices. They need a foundational data layer, with agentic capabilities built on top of it. Applications like Salesforce and ServiceNow have inherent agent capabilities and bigger telcos also have native AI capabilities for enterprise. This means they need a hybrid approach in the operating model to orchestrate agentic AI.

Koshy says at scale use cases for agentic AI come in three categories: customer experience;network capabilities; and those that affect the IT itself. He provides examples for each and states that all three bring substantial savings in operations’ costs, added to the cost improvements outlined at the start