AI-driven community automation is the highest funding and implementation precedence for telcos within the subsequent 12 months, in keeping with new analysis launched. The analysis, performed by Motive on the 2025 Community X convention in Paris, revealed that over a 3rd (37%) of delegates are prioritising AI-driven community automation within the subsequent 12 months.
Expectation in AI’s capabilities to drive higher ranges of customer support throughout the telecoms trade seems to be on the rise as effectively. When requested what they see as the best alternative for distributors to assist speed up their digital transformation, over a 3rd (38%) of Community X respondents recognized AI-driven buyer care and diagnostics.
The findings round alternatives in AI-driven buyer care and bettering buyer expertise align with a broader trade shift noticed in current analyses from Omdia and the Broadband Discussion board. “The Way forward for the Related House” 2025 report highlights the rising adoption of AI throughout dwelling broadband and community environments, pushed by its predictive upkeep capabilities, which allow faster and extra proactive challenge decision. In that analysis, 97% of service suppliers highlighted AI as a key device in enabling them to analyse buyer utilization patterns and enhance total supply.
“Operators are more and more turning to AI for real-time diagnostics, buyer expertise administration, and predictive upkeep. These are key steps in enabling extra proactive and autonomous community operations,” commented Colin Grealish, the product director at Motive.
“Motivation for utilising AI goes far past effectivity beneficial properties. Telcos need to perceive how clients use and expertise their networks in actual time and act on these insights proactively. That’s the place automation creates actual aggressive benefit.”
Whereas telcos are very a lot all-in on AI, many nonetheless face challenges in demonstrating measurable ROI from their AI investments, with solely 22% of Community X attendees saying they’ll at the moment achieve this. This displays a broader trade problem mirrored by the findings of the TM Discussion board’s “CSP Methods Benchmark” report (September 2025), wherein 62% of CSPs stated that they had made restricted or no progress in measuring the ROI on AI investments from the previous 12 months.
“Demonstrating ROI from AI funding just isn’t a problem distinctive to the telco trade, and whereas this analysis highlights there’s nonetheless a approach to go on this, we’re seeing very optimistic outcomes from CSPs who’ve partnered with us to introduce AI-driven automation for community diagnostics, buyer care and repair orchestration,” added Grealish. “Our AI-powered portfolio leverages generative and agentic AI, enabling operators to automate intelligently, act on knowledge immediately, ship higher experiences at scale, and in the end join AI deployments into tangible outcomes.”
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