Covalense Digital Launches Csmart Agentic BSS Overlay to Bring Agentic AI Capabilities to an Existing BSS

Bengaluru, India — 16 September 2026 — Covalense Digital, a global digital solutions and engineering company, today announced the launch of the Csmart Agentic BSS Overlay. This intelligent orchestration layer brings agentic capabilities to an existing BSS. It sits above the systems an operator already runs, creating a common foundation for intelligence, conversational business insight and AI agents to work across fragmented customer, product, order and revenue processes. 

Most operators, particularly mid-market operators, run a fragmented estate where customer, product, order and revenue data sits across separate systems. Replacing that estate can be slow, costly and risky. The overlay takes a different approach: built on a TMF SID-aligned canonical data model, it creates a governed, continuously current view across those systems, applies telecom-specific intelligence, and provides the foundation for agents to assist users and execute actions across the business. 

What the Agentic BSS Overlay Does 

• Creates a canonical BSS data foundation: a TMF SID-aligned data model brings customer, product, order, and revenue entities together into a governed, continuously current view across the systems an operator already runs.
• Adds telecom-specific intelligence: a library of ML models supports key telecommunications use cases including churn prediction, next-best action and offer, sentiment analysis and customer segmentation.
• Enables Conversational BI: a semantic knowledge layer makes the underlying business data model conversational, so executives, product managers and finance teams can query governed information and get consistent answers without waiting for new reports or development.
• Augments BSS personas with Csmart AI 360° views and agents: Csmart AI 360° gives product, sales, marketing, care, operations, finance and executive teams a persona-specific view of the business, supported by pre-built agents and configurable, no-code multi-agent workflows — from designing and launching offers to day-to-day execution and ongoing optimisation.
• Moves from insight to action: an integration layer using APIs and MCPs lets approved actions run in the underlying BSS, while policy, eligibility, human approval, spend limits, and audit trails keep the operator in control.
• Supports flexible deployment: sovereign and air-gapped deployment options address markets with strict data residency or regulatory requirements. 

Who Benefits  

• Operators and digital service providers: MNOs, MVNOs and MVNEs, fibre providers, satellite operators and IoT businesses gain visibility across a fragmented estate and a route to automation that does not require removing the systems the business runs on.
• Customer service teams: one working screen instead of many, with customer context, churn propensity, next-best action and resolution guidance in one view. Routine requests can be resolved automatically; complex cases are handed over with full context and human approval.
• Product, sales, marketing and executive teams: offer performance is visible as it happens, with AI-assisted support for designing and launching offers, and assistants that draw on the same shared view of the business for real-time insight and decision support.
• Finance, revenue and IT teams: proactive revenue assurance, consistent business definitions across the organisation, and automation that reduces manual operational effort and reporting load on operational systems.
• End customers: faster, more consistent service across channels, and more accurate, more explainable bills. 

Business Impact 

Commercially, the overlay targets faster offer launch, quicker order-to-cash and earlier intervention with customers at risk of leaving. Operationally, it targets a lower cost to serve, fewer orders lost in fulfilment and higher first-contact resolution. Both come without changing the systems of record, so operators retain existing investment and modernise the backend on their own timeline. 

Operators can adopt capabilities incrementally, starting with automation or AI 360° persona views, and extend them on the same foundation. From there, they can move from visibility and insight to assisted decision-making and governed action. 

“Our goal with the Csmart Agentic BSS Overlay was to make AI useful inside the BSS, not just put an AI interface on top of it,” said Rakesh Nair, Senior Director – AI & Solution Engineering, Covalense Digital. “We bring BSS data into a common context, apply telecom-specific intelligence, make that information conversational, and give teams agents that can connect back to the systems running the business. The journey goes from asking a question, to understanding what is happening, to taking an action — while the systems an operator already runs stay exactly where they are, and the operator stays in control.” 

Availability 

The Csmart Agentic BSS Overlay is available now, with phased adoption backed by managed support. To request a briefing or demonstration, email us at reachus@covalensedigital.com.