Agentic AI in BSS: Unlocking Autonomous Operations and Customer Value in the Telco Environment

Introduction

The telecom industry is evolving with AI adoption growing at a CAGR of 38.81%¹. This is driven by rising complexity in networks, services, and customer operations. But the next frontier isn’t just AI—it’s Agentic AI, a new class of AI systems capable of autonomous decision-making and orchestration.

By 2038, 33% of enterprise applications will embed Agentic AI, up from less than 1% in 2024. This will enable 15% of day-to-day business decisions to be made autonomously², reducing operational friction and driving new efficiencies across Business Support Systems (BSS).

In the telecom industry, where customer experience, billing accuracy, and network reliability define competitiveness, Agentic AI has the potential to transform how telco operators deliver services, manage customers, and drive revenue growth.

What is Agentic AI and Why Do Telcos Need It?

Unlike traditional AI or RPA (Robotic Process Automation), which react to prompts or follow rules, Agentic AI can set objectives, decide how to achieve them, and act without manual intervention. It learns continuously, optimising strategies based on outcomes.

For telcos, this matters because:

• Customers demand personalised experiences (76% expect it, but only 37% of providers deliver³).
• Data traffic is surging—expected to hit 300+ GB per user/month by 2027⁴.
• Manual processes in billing, fraud detection, and customer service create delays and errors.
• Legacy BSS platforms are falling behind in delivering transparent billing, flexible provisioning, frictionless customer journeys, and dynamic policy enforcement.

Agentic AI BSS brings autonomy, adaptability, and goal-driven execution to telecom operators, enabling them to move from reactive, task-driven processes to proactive, self-optimising ecosystems.

Real-World Telco Use Cases of Agentic AI BSS

Here’s how Agentic AI BSS can transform day-to-day telco operations:

1. Network Optimisation

During peak hours, rising traffic can cause congestion that frustrates customers. With Agentic AI-powered BSS, network performance is continuously monitored, allowing for the identification of congestion before it affects users. As traffic builds, it automatically reroutes flows, reallocates bandwidth to high-demand cells, and activates preventive measures to maintain stability. This enables operators to prevent service disruptions, safeguard reliability, and reduce manual intervention by network teams.

2. Customer Experience

When a customer experiences recurring slowdowns, Agentic AI-powered BSS intervenes before a complaint is raised. It detects the pattern through usage analysis, correlates it with network conditions, and proactively initiates engagement. The customer receives a message: “We identified slower speeds. Your service has been optimised, and here is a plan tailored to your needs.” This reinforces the customer’s value perception and transforms a churn risk into strengthened loyalty.

3. Billing

When a loyal customer notices what appears to be a duplicate roaming charge, the instinct is to contact support. By autonomously auditing billing records, Agentic AI identifies discrepancies in advance, corrects them automatically, and issues an accurate statement. A notification is then sent, confirming that the error has been resolved, along with the corrected bill, to ensure transparency and preserve trust.

4. Analytics & Reporting

Agentic AI continuously integrates real-time data from network systems, billing platforms, and CRM records, delivering a live dashboard displaying ARPU, predictive insights, and other critical metrics. This enables executives to act immediately, shifting decision-making from a reactive to a proactive approach.

5. AI-Driven Pricing

A returning customer typically receives a generic post-travel SMS promotion that is often ignored. With Agentic AI, recent travel behaviour and high roaming expenditure are identified, prompting a tailored offer within hours: “Welcome back! Next time you travel, enjoy 30% off with our Global Roaming Saver plan.” The outreach is timely, relevant, and personalised, driving higher ROI and stronger customer connections.

Benefits for Telcos Adopting Agentic AI BSS

1. Operational Efficiency:

Automates billing, order management, and more with real-time responsiveness, ensuring always-on service across time zones.

2. Enhanced Customer Experience:

Anticipates needs and provides proactive, personalised support, driving faster resolutions, higher NPS, and increased loyalty.

3. Cost Savings:

Cuts OPEX through optimised workforce utilisation by automating tasks.

4. Business Resilience:

Enables real-time adaptation, resolving issues instantly for higher uptime and quality service.

5. Competitive Advantage:

Positions early adopters as leaders in the transition to experience-driven telecom.

6. Scalable intelligence:

Expands seamlessly into new markets and services while ensuring consistent, reliable delivery.

7. Pricing Innovation and Revenue Growth:

Reduces customer churn and increases loyalty with AI-driven pricing models that create hyper-personalised, real-time offers and product bundles.

8. New Service Experiences:

Creates new service experiences that boost Average Revenue Per User (ARPU) and unlock new revenue streams.

Conclusion

The BSS transformation journey is taking a new turn in the telecom industry, driven by disruptive technology, rising data demand, customer expectations for hyper-personalisation, and industry competitiveness. Traditional AI and RPA have helped—but they are reactive, not proactive.

The telco Agentic AI BSS platforms represent the next leap forward: intelligent systems that monitor, decide, and act autonomously across customer, billing, and network layers.

From self-healing networks to fraud prevention, billing accuracy, and personalised campaigns, Agentic AI is not a far-off promise—it’s a near-term reality that will define the competitive edge in telecom.

Embrace agentic AI-powered BSS to reduce operational complexity, delight customers, and unlock new telco revenue streams. To learn how Covalense Digital can assist you, contact us at reachus@covalensedigital.com or fill out a form here.

Author

Nandini Shivananjappa, Associate - Product GTM

Nandini is an expert in product positioning and go-to-market (GTM) strategies that drive product adoption and growth. By leveraging various market research tools and techniques, she analyses market trends and customer needs to build a bridge between the product and its target market. She also excels at presenting complex data in a visually appealing way to help teams make informed decisions.