Global communications companies are beginning to employ agentic AI solutions like Agentforce — Salesforce’s digital labor platform — to streamline operations and deliver more personalized customer offerings. AI agents can perform tasks with minimal human intervention, streamlining processes and boosting productivity, while also increasing customer satisfaction. And while agentic AI won’t solve all of the industry’s challenges, it can uncover hidden efficiencies and unlock new revenue streams in ways no other technology can
Agentic AI can serve telcos in many ways, particularly to reduce the cost of interacting with customers while also helping internal teams sell more services more efficiently. For example, one of the most common reasons customers call into a telco’s contact center is when they have questions about their bill. Instead of making people wait for a support representative to come on the line and receiving answers from a static FAQ or, an AI agent can intelligently explain why their charges may be higher this month, help customers initiate a dispute, and offer ways to upgrade their service plans to avoid future issues. Agentic AI capabilities go beyond basic chatbots, which sometimes frustrate customers more than help them. AI agents can analyze all of a customer’s interactions with the telecom, offer personalized recommendations based on that data, and converse with them using human-like intelligence
Gartner predicts that autonomous agents will handle 80% of customer service interactions by 2029, reducing operational costs by 30%
In a similar vein, internally-facing AI agents can help drive revenue by acting like superintelligent sales assistants, providing deeper knowledge about product offerings, and making customized suggestions in real time. This is especially crucial in complex interactions such as B2B sales, said Fan. Instead of combing through product catalogs to see what offerings are available, a sales rep can have a conversation with an AI agent that understands each customer’s purchase history, knows what similar customers have ordered, and quickly suggests potential solutions and generates a quote
With B2B, the services you sell are more complex and require a person to put together the right configurations. Agents can help sellers assemble those configurations much more quickly. It’s a big game changer that will help them be much more productive
