Embedding Intelligence into Human-Centered Telecom Operations

Telecom’s shift to intelligent systems isn’t about using AI. It’s about embedding it at the core of platforms, processes and decision layers.

As Communication Service Providers (CSPs) scale operations and handle rising complexity, legacy architectures and bolt-on AI tools quickly reach their limits.Real transformation demands systems designed for continuous intelligence. These are platforms where inference, real-time feedback loops, and automated decision-making are not add-ons, but core architectural pillars.

At Etiya, this belief defines how we have built our AI platform and BSS stack: cloud native, API first and intelligence driven. We are proud to have been recognized in the 2025 Gartner® Magic Quadrant™ and Critical Capabilities Report for AI in CSP Customer and Business Operations. We believe that this recognition is not only for integrating AI, but for redefining how AI operates inside telecom systems. Rather than using AI solely as a tool for process automation, we transform it into real business value, enabling the best possible customer experience.

Restructuring BSS: AI-Native

We did not embed AI into an existing platform. We built a BSS where AI is the operational core. Every process, from catalog management to order-to-cash., is driven by intelligence that learns, adapts and acts autonomously.

Key capabilities include:

• Agentic AI framework for creating and orchestrating AI agents

• AI agents for dynamic and context-aware interactions

• Digital twin of customer that simulates behavior to generate actionable insights and deliver hyper-personalization

• Lifecycle management for machine learning models, from training to drift detection

This architecture enables CSPs to scale personalization, accuracy and agility without constant reintegration or reengineering.

AI in action: From use cases to outcomes

Our platform brings intelligence into every phase of the customer journey. These are not isolated automations, but deeply integrated intelligence layers that shape real-time decisioning.

Examples include:

• Creation of AI agents customizing onboarding flows based on user intent and profile

• Digital twins predicting behavior shifts and triggering retention offers

• Predictive analytics streamlining support operations

• Conversational AI providing efficient and human like support experiences

These capabilities create measurable outcomes. Operators see reductions in churn, hyper-personalized engagements hyper-personalized engagements, reducing churn, enhancing satisfaction per interaction, and driving ARPU growth through intelligent upselling.

Recognition that aligns with execution

The Gartner reports recognizes vendors based on their Ability to Execute and Completeness of Vision. To us, our inclusion reflects several factors:

• A modular and cloud native BSS architecture designed for embedded intelligence

• AI strategy aligned across customer and business operations

• Production deployments covering revenue, engagement and support processes

• A roadmap focused on expanding personalization, automation and scalability

We continue to evolve the platform by enhancing observability, extending use case coverage and improving orchestration between AI components.

Download the exclusive the 2025 Gartner® Magic Quadrant™ for AI in CSP Customer and Business Operations report and explore the analyst perspective.