How AI is Shaping the Future of Telecom Operations
After several years of experimentation and pilot projects, AI in the telecoms industry is now beginning to show measurable improvements. Industry data from providers, such as Subex, indicates that billing queries can be reduced by up to 60% through better automation and error reduction.
However, research conducted by MIT highlights a wider shift across the sector from early-stage innovation in labs to embedding AI solutions directly into operational IT systems.
These findings underscore a maturing landscape, where both vendors and communications service providers (CSPs) are focusing on practical deployment and demonstrating clear returns on investment.
Within this evolving context, Cerillion is providing a true product approach with AI built into the core of its BSS/OSS product suite, so CSPs can immediately benefit from the technology without needing any specific AI expertise or complex integration. This follows a “Bring Your Own” AI model, which supports all the major public large language models (LLMs), but can equally be used with private models.
In recognition of this progress, Cerillion has recently been positioned in Gartner’s Magic Quadrant™ for AI in CSP Customer and Business Operations. This new report reflects how AI capabilities are now becoming integral to core telecom operations, moving beyond pilot projects into large-scale deployments. With many CSPs looking to Gartner research when shaping their technology strategies, this acknowledgement underscores the growing importance of embedding AI within BSS/OSS platforms to deliver measurable business outcomes.
A key area of Cerillion’s solution involves GenAI-powered image recognition to support rapid product configuration.
This approach allows CSP teams to sketch new product ideas on a whiteboard, upload a picture into Cerillion’s Enterprise Product Catalogue, and the configuration is built automatically. This is already proving to significantly shorten product development lifecycles, with time savings of up to 95%.
Additionally, the company’s AI-driven promotions engine is used to support faster and more precise marketing campaigns, enabling offers tailored to customer behaviour and preferences.
AI adoption in telecoms is now focused towards delivering outcomes that matter, including:
- Improving campaign efficiency and ROI
- Optimising lead generation and conversion
- Growing customer lifetime value
- Improving operational efficiency
As technologies continue to advance, CSPs face increasing pressure to move beyond AI pilot projects and demonstrate tangible business value. Successful deployments are expected to integrate AI capabilities within core business support systems (BSS) and operations support systems (OSS), ensuring scalability, compliance, and smooth operation alongside existing infrastructure.
CSPs who effectively embed AI into their business processes, treating it as a foundational operational capability rather than a standalone feature, are likely to achieve faster and more sustainable benefits.
For CSPs aiming to modernise, the industry is at a turning point. Third-party benchmarks, such as those from Subex and academic studies from MIT, show a sector-wide transformation is underway. Cerillion’s ongoing innovation efforts, including AI-powered image recognition for product setup and AI-driven promotions, exemplify how emerging technologies can contribute to operational improvements and greater responsiveness to market needs.