The TM Forum DTW Ignite conference in Copenhagen this year put agentic artificial intelligence at the center of attention. While digital disruption remains a key theme, the buzz now centers on AI agents—autonomous, AI-driven applications that learn and adapt over time. TM Forum’s leadership in open APIs, data formats, and architectures naturally attracts vendors offering technologies to help telcos transform. However, agentic AI is still emerging, with many solutions more hype than substance. Despite this, several vendors presented AI agent implementations that go beyond promises.
AI Agents for Intent-Based Networks
Intent-based networking manages networks by translating business intent into operational configurations, then automatically adjusting and monitoring the network to keep it aligned. Two vendors showcased AI agents that support customer requirements through intent-based approaches.
- Radcom Ltd. uses AI to build predictive models of telco networks, understanding subscriber behaviors and complaints. Their AI agents can preemptively identify customers likely to churn and validate ServiceNow tickets by correlating network issue patterns. They also offer agents that provide VIP subscribers with dedicated support and identify cross-sell and upsell opportunities.
- Inmanta NV delivers an intent-based service orchestration platform combining network automation with simple lifecycle management, focusing on mobile private networks and dynamic network slices. Their AI agents predict issues before they arise and optimize operational responses to business intent, proactively addressing problems before they affect users.
AI Agents for Modernizing the Telco Customer Experience
Legacy telcos often face challenges integrating Business Support Systems (BSS) with modern digital channels, resulting in fragmented customer experiences. Modernizing BSS is a priority, and AI agents play a key role in this transformation.
- AwareX Inc. offers prebuilt customer journeys that help legacy telcos improve customer experience and lifetime value. The platform uses TM Forum’s standardized APIs and open digital architecture to integrate with existing BSS. Its omnichannel support spans websites, mobile apps, and social media. AI agents proactively engage subscribers—for example, by identifying when a different mobile plan could save them money—creating a more seamless and personalized experience.
AI Agents for Proactive IT and Network Operations
Managing telco and enterprise networks is complex and critical. Fixing problems after they occur is too late, so reducing mean time to repair (MTTR) through proactive detection is essential. AI agents help by monitoring networks and infrastructure to detect and address issues early.
- Unryo Inc. builds contextualized views and topology maps of systems. Their AI agents correlate anomalies and assist in investigations across networks, servers, storage, and Kubernetes deployments, providing a broad infrastructure perspective.
- Canopus Networks Pty Ltd. leverages eBPF data from the Linux kernel to monitor quality of experience (QoE) for every user and application in real time. Their AI agents analyze massive data streams to detect common issues across cell towers, applications, or locations, then generate detailed reports for operators.
- BMC Helix Inc. integrates IT service management, operations, DevOps, and AIOps to manage digital operations. Having used AI since 2019, Helix offers AI agents like a change risk adviser, vulnerability resolver, and insight finder that enhance its predictive and causal AI capabilities.
Final Thoughts
Agentic AI was a dominant topic at DTW Ignite, with many vendors showcasing real-world applications despite the technology’s relative immaturity. These AI agents are actively helping telcos and enterprises modernize systems, proactively manage networks, and drive digital transformation. For the telecommunications industry, which has a long history of innovation from relays to mobile telephony, agentic AI represents an important new wave of practical technology.
For IT professionals and developers interested in expanding their knowledge of AI, exploring courses on agentic AI and its applications can be valuable. Resources such as the Complete AI Training latest courses offer practical learning paths to understand and implement AI-driven solutions.
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