Building AI Agents for the Telecommunications industry

The telecommunications industry is at an inflection point. Customers expect instantaneous, 24/7 support for everything from billing disputes and plan changes to complex troubleshooting. For years, Telco operators have failed to deliver call containment, and the industry remains notorious for high churn driven by frustrating customer service.

To truly transform their reputation and bottom line, Telco operators need to move beyond simple containment. They need intelligent, autonomous AI Agents that can deliver true resolution, maintain context across channels, manage complex technical workflows, and ensure strict regulatory compliance—all with speed and accuracy.

That’s what the Teneo Agentic AI is built to deliver.

From Chatbots to Intelligent AI Agents

Traditional chatbots often breaks down in the Telco world, struggling with the nuanced language of customer plan descriptions, technical fault codes, or the complex, multi-step process of activating a new service.

Teneo 8 changes this by enabling Telco teams to visually build and deploy Agentic AI—autonomous AI agents that can reason, plan, and execute complex business goals across disparate systems. In one easy to use UI, low-code platform, creators can:

• Combine reusable skills (like SIM activation, personalized upsells, or network troubleshooting) into intelligent, guided flows.
• Define goals and personalities that align with your brand voice.
• Use the Gen AI Annotator to enrich understanding of complex inputs—from a customer describing their “slow internet” to a field technician reporting a “base station anomaly.”
• Connect to mission-critical OSS/BSS and CRM systems (e.g., billing, network inventory) to make every conversation actionable, such as instantly processing a plan upgrade on any CRM system including HubSpot and Salesforce.

The result is AI Agents that don’t just route calls—they proactively solve issues, not just deflect them, manage transactions end-to-end, and evolve over time.

The Telco Imperative: Accuracy, Maintainability, and Trust

For Telco enterprises, AI adoption is governed by three non-negotiable requirements that legacy and pure LLM solutions often fail to meet:

1. True Resolution vs. Artificial Containment

The focus is shifting from simply ending a call to achieving First Contact Resolution (FCR). Teneo’s agents are engineered for end-to-end transaction completion, integrating deeply with backend systems to not just say the issue is solved, but to verify the transaction (e.g., plan change, payment processed, ticket created) with unmatched +99% accuracy.

2. Maintainability at Scale

Telco use cases are massive and constantly changing. The single biggest complaint about other platforms is the spaghetti code that quickly turns maintenance into a nightmare. Teneo’s low-code, visual builder allows teams to create reusable, modular components that are centrally managed. This architecture eliminates the “maintenance beast”, ensuring updates and changes can be rolled out instantly and consistently across dozens of agents and channels.

3. Carrier-Grade Performance and Reliability

Telcos operate on enormous scale. Every millisecond of latency costs money and frustrates the customer. Teneo’s platform is built for enterprise-scale performance, ensuring low latency and extreme reliability necessary to handle the millions of daily, real-time interactions across high-volume voice and digital channels.

Why Telcos Need Secure, High-Accuracy AI

Telcos manage vast amounts of Personally Identifiable Information (PII) like names, addresses, and credit card numbers, and must navigate stringent regulations like GDPR. A single AI “hallucination” or data breach is a multi-million-dollar risk.

That’s why the Teneo AI Agent Builder is built on our unique, enterprise-grade Hybrid AI foundation —ensuring every agent is:

• Compliant & Secure (PII Protection): Built-in controls and our deterministic layer ensure that all interactions involving sensitive data, authentication, and transactions adhere to GDPR, ISO 27001, SOC 2 , and internal carrier security protocols. Data never leaves your control.
• Omnichannel & Context-Aware: Agents provide seamless resume capability. A customer can call in to authenticate their identity, drop the call, and resume the exact same conversation hours later on the website chat or in the mobile app, without losing context or leaking PII.
• Reliable: Our Hybrid AI architecture delivers an industry-leading 99% accuracy in 86+ languages, drastically reducing the cost and effort of failed automation.

More information can be found on Teneo Security Center.

Practical AI Agent Use Cases in Telco

Here’s some Telco use case examples where you can use Teneo’s AI Agent Builder to drive true resolution and efficiency:

• Omnichannel Provisioning Agent: Manages new line activations and service upgrades, allowing the customer to start the process in the mobile app, authenticate via an outbound voice call, and get the final confirmation via SMS—all seamlessly and with full context.
• Secure Billing & Authentication Agent: Handles complex tasks like changing a credit card on file or disputing a bill. The deterministic layer verifies the customer’s identity and ensures PII (like the credit card number) is handled only via secure, auditable, rule-based flows.
• Proactive Network Troubleshooting Agent: Integrates with your network monitoring systems. When a customer calls to report slow speed, the agent can instantly diagnose the local network status, offer a remote modem reboot, and if unsuccessful, create a pre-populated trouble ticket with all diagnostics already attached—no human agent required.

Seeing Your AI Ecosystem Clearly with the Gen AI Overview

Managing dozens of high-volume, multi-lingual, omnichannel agents across Telco customer care is complex. The GenAI Overview in Teneo provides a clear, visual dashboard showing how every agent, personality, and goal interacts within your Telco ecosystem.

You can instantly see:

• AI Agents overview and associated goals.
• Which LLMs trigger across your core systems, ensuring auditability.
• Which parts of your system need optimization, allowing for easy, low-code maintenance by your business teams.

For Telco teams, this means complete visibility, reducing the time-to-fix for any issue from weeks to minutes, and ensuring consistency across every channel.

Telco AI That Drives Growth and Reliability

The future of Telco AI isn’t about ignoring the customer’s frustration; it’s about addressing it head-on by delivering true, high-accuracy, seamless resolution.

With the Teneo AI Agent Builder, you can create agents that understand your complex business logic, respect your strict compliance boundaries, and deliver the reliable service your customers demand.

Because when AI is designed for accuracy, autonomy, and security, Telco teams can shift their focus from putting out fires to achieving competitive advantage and fostering customer loyalty.

Start Building the Future of Telco AI

Discover how Teneo’s AI Agent Builder can help you transform your telecommunications operations.