The Rise of Agentic AI in Telecom: What MWC 2025 Revealed

Introduction

The Mobile World Congress (MWC) 2025 has established artificial intelligence (AI) as the cornerstone of innovation in the telecommunications sector. This year’s event highlighted a significant transition from AI-powered to AI-native infrastructure, with agentic AI emerging as a transformative technology for telecom operators.

AI Agents: Transforming Telecom Operations

Agentic AI refers to autonomous AI systems capable of making decisions and taking actions with minimal human intervention. At MWC 2025, several major announcements underscored how these AI agents are reshaping the telecom landscape:

Huawei’s AI Core Network

Huawei introduced its AI Core Network, marking a pivotal shift towards AI-native telecom infrastructure. This system features autonomous generative networks that self-optimize and self-maintain, essential for scaling 5G-Advanced and future 6G networks. Key components include:

• Calling Agents: Transform traditional dial pads into intent-driven service managers
• Personalized Experience Agents: Dynamically adjust network resources for customized user experiences
• Digital Expert Agents: Enhance operations and maintenance efficiency through natural language processing and AI inference

Open Telecom AI Platform

A collaborative initiative between Jio Platforms Limited, AMD, Cisco, and Nokia was announced to develop an Open Telecom AI Platform. This project aims to create a multi-domain intelligence framework integrating AI and automation across all layers of network operations. The platform will utilize agentic AI, domain-specific Small Language Models (SLMs), and other machine learning techniques to transform networks into self-optimizing, customer-aware ecosystems.

Impact on Customer Experience and Service

AI agents are not only revolutionizing network operations but are also transforming customer interactions and service delivery:

Proactive AI-Driven Self-Service

AI can now identify patterns and anticipate customer issues before they occur, enabling telecom companies to proactively offer solutions. This capability allows for:

• Automated detection of potential service disruptions
• Flagging customers at risk of churn
• Efficient self-service options for connectivity troubleshooting, billing inquiries, and plan upgrades

Real-Time Agent Assistance

AI is becoming a powerful co-pilot for human agents, providing real-time guidance to:

• Surface relevant information
• Recommend next best actions
• Assist in navigating challenging interactions

By reducing call handling times and improving resolution rates, AI enables human agents to focus on delivering more empathetic, human-centered service.

Adoption Trends and Future Outlook

According to Deloitte’s Technology, Media & Telecommunications (TMT) 2025 Predictions report:

• 25% of enterprises using generative AI are expected to deploy AI agents in 2025
• This adoption is projected to grow to 50% by 2027

As these AI agents become more sophisticated, they will offer greater flexibility and a wider array of use cases compared to traditional machine learning methods. While early adopters may face complexities and challenges, the potential benefits are compelling enough for organizations to take proactive steps towards adoption.

Conclusion: The Agentic Era in Telecom

MWC 2025 has made it clear that the telecom industry is entering an “Agentic Era.” AI is no longer just about automating processes; it’s about creating intelligent, adaptive systems that can think, learn, and act autonomously. As telecom companies continue to invest in and develop these technologies, we can expect to see:

• More efficient network operations
• Enhanced customer experiences
• New revenue streams and business models
• Accelerated innovation across the industry

The rise of agentic AI in telecom is not just a technological shift; it’s a fundamental reimagining of how networks operate and how services are delivered. As we move forward, the companies that successfully harness the power of AI agents will likely emerge as leaders in the increasingly competitive and rapidly evolving telecommunications landscape.