Communications providers have long turned to automation to streamline repetitive tasks and keep operations efficient. But a new generation of technology—agentic AI—is redefining what’s possible.
Unlike traditional systems that follow static scripts, agentic AI uses autonomous agents that can interpret context, act on data, and make decisions aligned with defined goals—in real time.
The impact could be transformative. Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, resulting in a 30% reduction in operational costs. For communication providers navigating fierce competition, rising customer expectations, and mounting operational pressures, agentic AI isn’t just an upgrade—it’s a shift in how services are delivered and supported.
Where Agentic AI Delivers Value
The promise of agentic AI in telecom isn’t just about advanced technology—it’s about outcomes that matter to both providers and their customers.
- Customer service transformation – AI agents can detect and resolve issues before customers ever reach out or instantly handle billing disputes. By personalizing interactions based on context, they can match tone and communication style to the customer’s needs—offering a different experience to a 20-year-old upgrading a plan versus an 80-year-old resolving a billing concern.
- Operational efficiency – Trials in telecom call centers show AI-assisted workflows reducing call handling times by over 60% and improving first-call resolution by 50%, producing measurable gains in both efficiency and satisfaction.
- Revenue growth – In B2B and SMB sales, AI agents can accelerate quoting, guide sellers toward upsell opportunities, and shorten time-to-revenue by guiding sellers and automating fulfillment.
When embedded into day-to-day operations, agentic AI reduces friction, accelerates resolutions, and frees human teams to focus on higher-value work.
Laying the Groundwork for Agentic AI: GPC’s Next Step With Einstein AI
One of the clearest opportunities for AI in telecom is found in the work IDI is doing with our customer, Great Plains Communications (GPC), a leading communications and fiber provider in the Midwest.
Across the industry, billing inquiries account for 30–50% of customer support calls and resolving them has traditionally required agents to navigate multiple systems, piece together billing data, and manually analyze it before giving the customer an answer.
GPC is set to change that. By integrating IDI’s B/OSS platform with Salesforce’s Comms Cloud Billing Inquiry Manager (BIM), billing data—like invoices, balances, and payments—can surface instantly in Salesforce. On top of that, Einstein AI provides intelligent insights into anomalies such as new charges, usage changes, or declined payments, and generates clear billing summaries and trends.
By centralizing and structuring rich billing data, IDI ensures customer interactions are always grounded in accurate, trusted information.
This is a critical step on the road to agentic AI. Telecom providers like GPC are leveraging agentic AI tools with Einstein AI and BIM to enable technology that resolves inquiries faster, delivers more consistent experiences, and builds the data foundation needed for intelligent agents to take on more of the work.
Once providers are ready, they can take that next step with an agentic AI solution, like Salesforce’s Agentforce. With Agentforce, AI agents can be deployed quickly with prebuilt templates and can be customized in plain language without coding. Layered on top of IDI’s trusted billing data, providers can automate routine tasks, escalate complex cases seamlessly, and empower customer care teams to focus on higher-value interactions.
For GPC and providers like them, applying AI to billing inquiries today delivers immediate value while preparing their organizations for what comes next: embracing agentic AI to turn trusted data into intelligent actions.
The Power Of Data: IDI’s Strategic Advantage
Every AI initiative is only as strong as the data behind it. For communication providers, much of that data lives in the B/OSS. By layering agentic AI on top, they can:
- Automate repetitive workflows and reduce manual effort.
- Cut costs through faster resolution of common issues.
- Identify and resolve problems proactively, often before customers notice.
- Deliver personalized interactions grounded in a complete view of each customer’s journey.
It’s this combination—the intelligence of agentic AI powered by the depth of IDI’s data—that enables providers to raise the standard of service.
Preparing For The Next Era Of Customer Service
Agentic AI isn’t just another wave of automation. It represents a fundamental redefinition of how telecom providers engage with customers. The shift has already begun, and those who prepare now will have the competitive advantage.
With a trusted B/OSS foundation and partnerships that bring industry-specific AI into reach, providers have the tools to turn existing data into intelligent, real-time action. The payoff: service that’s faster, smarter, and more in tune with today’s customers.
The future of customer experience is being built today. Are you ready?
Explore how IDI can help prepare your systems and data for the AI-driven future. Call 800.208.6151 or visit us here.