Telecommunications

Airtel Assist is a WhatsApp-based AI self-service chatbot (launched August 2025) letting customers check balances, buy airtime/data, make payments and troubleshoot issues 24/7.

A drag-and-drop autonomous-agent builder whose first production agents handle customer service update requests by synchronising data across backend systems and pushing real-time updates without human handoff.

Bell Canada uses Google's Gemini Enterprise platform to build AI agents for customer engagement.

Dual-layer AI shield on Airtel's network and IT systems that screens every call and SMS in real time, processing 1.5 billion messages and 2.5 billion calls a day in about 2 milliseconds, and extended in 2025-2026 to fraudulent-link and OTP-fraud protection.

EE's virtual assistant Aimee, built on Sprinklr's Unified-CXM platform, handles high volumes of routine customer conversations and automates common journeys.

Converged AI agent stack (AltoC&H architecture) plus 'Tone', a camera-equipped household AI agent that routes media, manages home network quality and responds to voice commands.

A commercial pilot of Decagon AI customer-service agents, paired with a strategic investment from the telecom's venture arm.

A 24/7 conversational service agent on the website and app that troubleshoots routers, pulls up bills, changes account bank details and handles 380+ types of customer concern before handing off to a human with full context.

GoChat GPT is a GPT-powered chatbot embedded in e&'s GoChat super app, letting users gather information, write text and answer questions without sign-in.

Ericsson industrialized AI across internal workflows with Glean, where employees created nearly 3,000 agents for service delivery, customer support, network operations and productivity under a tiered governance model.

Sovereign Indonesian-language LLM ecosystem and multilingual chat assistant covering Bahasa Indonesia and regional dialects, accessible via web and GoPay.

Autonomous AI agent, combined with a digital human, that handles customer inquiries within au Support AI Advisor and Chat Support based on patterns learned from live customer-center interactions, starting March 10, 2026 with au PAY, au PAY Card and Ponta Point questions, with plans to cover all au services within the fiscal year.

Real-time AI call assistant that screens calls, blocks spam/voice-phishing and is being extended into an 'actionable AI' agent for subscribers.

Runs customer care for MTN Nigeria as a ChatGPT-powered assistant across WhatsApp, Telegram, Facebook Messenger and the myMTN app: airtime purchases, data bundle subscriptions and 24/7 support.

Integrating large language models into the Africa-focused Max it super app to enable natural-language voice interactions in African languages such as Wolof for telecom, banking and everyday services.

AI assistant that joins phone calls to transcribe and summarise, and performs tasks such as booking cabs, ordering food and making reservations via voice.

Machine learning models, including graph neural networks, that screen M-PESA mobile-money activity for identity theft and social-engineering fraud and block suspect transactions, expanded in the Fintech 2.0 upgrade of the platform.

Handles customer care for the telecom (M-PESA reversals, bundle purchases, balance checks and subscription management), across WhatsApp, Messenger, Telegram, SMS, web and the mySafaricom app.

A customer-experience AI agent, with Singtel listed among Sierra's named brand customers.

An agentic AI personal assistant that understands user intent to set goals, make plans and complete tasks on their behalf, launched in beta targeting North American users.