At Mobile Europe’s recent conference, Sue White of Netracker highlighted the potential of agentic AI for telcos then dug into the main challenges of deployment, starting with ROI
Sue White is Head of Strategy and Portfolio Marketing at Netcracker. At our recent virtual conference, AI in infrastructure, she outlined how her company sees the evolution of the newest AI development, Agentic AI, which promises to have profound effects on the way we work, now business are run and how we operate networks.
She explored the internal impacts of creating a digital workforce with better access to information and tools, enabling automation everywhere – there are still many gaps to fill – and creating a competitive advantage.
Netcracker sees the most important way in which agentic AI builds on GenAI as the agents themselves which are able to take on any number of tasks, and makes decisions based on many tools and datapoints, not ‘just’ an LLM like GenAI. White provides examples and reminds us it can also interact with humans. They can also work individually or groups, overseen by an agent.
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White stresses that the business case is more important than the agentic AI technology, and shared a variety of use cases where time to resolution for complex billing issues, for example, has been reduced by up to 70% and fault diagnostics and fix improved by 80% as agents correlate information across systems in real time.
How to do it – and the challenges involved
The second part of the presentation dug into the many challenges of deployments, including the business case/ROI (Netcracker spends a lot of time on this upfront with customers before designing agents), scaling, a roadmap, how it affects employees, high quality data, private versus public models, security threats and privacy issues, how agents are orchestrated, trust and governance which is essential but complex and the ecosystem becomes more complicated, and the cost of running models and much more.
