Salesforce has unveiled a suite of innovative AI agents aimed specifically at telecommunications providers.
The Agentforce for Communications service includes tailored AI agents, featuring pre-built solutions designed to automate tasks and alleviate manual workload for telecom staff.
Among these is a dedicated Service Level Objective (SLO) Insights Agent, which supports teams in troubleshooting customer inquiries about fiber uptime and repairs.
According to Salesforce, this agent can assess real-time network usage to provide staff with comprehensive analyses of compliance trends and the root causes of failures.
This advancement enables teams to transition from a reactive service model to a proactive approach characterized by “data-driven assurance.”
Other notable agents introduced by Salesforce include:
- A billing resolution agent for customer service staff
- A quoting agent for sales representatives
- A site grouping agent to aid with large-scale deals
- A guided selling agent for field representatives
Organizations such as One NZ and Lumen have already begun utilizing these new AI tools, reporting significant benefits, including time savings for their teams.
“Our AI assistant utilizes real-time data to manage everything from balance inquiries to plan changes, resulting in a fourfold increase in engagement compared to traditional digital and physical channels,” stated Summer Collins, Chief AI and Data Director at One NZ.
Ryan Asdourian, EVP and CMO of Lumen Technologies, mentioned that AI agents have enabled the company to save “over 300 hours of productivity for our teams each week.”
Addressing Challenges in Telecommunications
Salesforce emphasized that the introduction of these sector-specific agents coincides with a significant modernization phase in the telecommunications industry, which is grappling with a “revenue paradox.”
“Telecom companies have invested heavily in extensive 5G infrastructure and digital experience projects, only to find that they have barely maintained their previous revenue levels,” the CRM giant remarked in their announcement.
Industry growth is anticipated to decelerate to 2.9% by 2029, raising alarms about prolonged revenue stagnation.
Salesforce believes that automation may be the key to overcoming these challenges, equipping teams with AI solutions geared towards reducing manual tasks for staff and streamlining customer service operations.
Importantly, these customized agents within the service carry “deep context into the customer,” having been trained on internal data from telecom operators. This data includes insights related to service and billing histories.
“Agentforce for Communications’ industry-specific agents are tailor-made for the telecommunications sector, developed from nearly three decades of industry expertise,” the company noted.
David Fan, the Senior Vice President and General Manager for Communications at Salesforce, expressed that the goal is to empower telecom operators to “work more efficiently by connecting every segment of their business” within the Agentforce platform.
“Whether it’s resolving billing disputes, managing subscriptions, or expediting complex B2B quotes, we are enabling telecom companies to thrive in the AI era by enhancing efficiency, promoting growth, and allowing teams to concentrate on their most critical tasks,” he elaborated.
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