Executive summary
Fragmented data has turned every telco customer support call into a slow, repetitive, and frustrating experience. By introducing AI agents that can reason across data sources and workflows, telcos can finally deliver fast and human-centric customer service. The case of Orange Belgium demonstrates how this shift boosts efficiency, accuracy, and customer satisfaction. Telco companies should strive towards enterprise intelligence that anticipates customer needs before they arise.
Sounds familiar?This is the modern-day telecommunications industry experience: slow, fragmented, and deeply human, just not in the way customers want it to be — negatively impacting customer experience and customer satisfaction.
At its core, this isn’t a customer service problem in telecom companies. It’s an artificial intelligence and enterprise intelligence problem across telecom operations.
Most telecom operators run on dozens of legacy systems: CRM platforms, billing engines, ticketing tools, technician planning software and more. Each system works well in isolation, but together they form a maze. When a customer calls in, support representatives see fragments of the truth, spread across tools that don’t speak the same language.
Current workflow in Customer Experience for Telco companies
So customer support teams compensate the only way they can in contact centers and call center environments: by searching, asking, waiting, and keeping the customer talking while they piece things together. In many organizations, that’s literally part of the KPI. The result? Long handling times, repeated explanations, endless call transfers, and an experience that feels anything but personal.
For customers, it’s another frustrating interaction. For telcos, it’s something far more costly. Every delayed resolution hurts Net Promoter Score, increases churn risk, and inflates operational costs.
McKinsey research shows that 73% of telecom executives identify customer experience as a top strategic priority — yet many operators still struggle to deliver it consistently at scale. The symptoms are clear:
Fixing this doesn’t start with more scripts or more training. It starts with rethinking how intelligence flows through the organization.
For years, the industry response has been to talk about “a single source of truth.” In reality, telcos don’t need another monolithic system replacing everything else. They already have the data. What they lack is the ability to use it intelligently in real time.
This is where agentic AI changes the game.
Imagine a customer support representative who doesn’t need to jump between systems. Instead, they’re supported by an AI agent that:
Future workflow in Customer Experience for Telco companies
No data migration projects. No massive CRM replacements. Just intelligence layered on top of existing systems. At the moment AI agents and agentic AI architectures don’t replace humans in telecom customer service. They work alongside them to improve customer engagement, continuously listening, reasoning, and acting. As highlighted in the World Economic Forum’s work on AI in Telecommunications, this human-AI collaboration is where real value emerges.
Customer support representatives stop searching. Customers stop repeating themselves. Conversations become shorter, clearer, and more human. The impact ripples across operations: faster first-time-right resolutions, shorter queues and lower handling times, less stress for support teams, better experiences for customers.
This isn’t automation for automation’s sake. It’s intelligence applied exactly where it matters.
Orange Belgium set out to modernize its customer care operations with a clear goal: empower customer support teams without disrupting existing workflows. Together with ML6, Orange deployed an AI agent that supports customer representatives in real time during live interactions. Instead of introducing yet another tool, the agent integrates directly into the support flow and connects to multiple underlying systems.
The AI agent doesn’t just fetch data. It reasons across it. As conversations unfold, it listens, understands intent, and proactively surfaces relevant information: current promotions, deployment updates and new standard operating procedures.
Routine tasks are automated. Context is preserved. Customer success representatives stay focused on the conversation instead of the keyboard.
Within weeks, Orange Belgium saw tangible impact:
Just as importantly, the project created a scalable foundation. Once AI agents can operate in customer care, the same principles extend naturally to other domains, from technical operations to field services. This is how telcos move from reactive support to proactive intelligence.
The future of telco support isn’t about faster responses, it’s about building intelligent service ecosystems that predict and resolve issues before they happen. Networks will identify and fix problems automatically, while every customer interaction, from billing to technician visits, is arranged by intelligent agents. Support becomes invisible, ensuring seamless connectivity and better customer focus.
That’s where Enterprise Intelligence comes in. Telcos can transition from human-led support to self-optimizing, continuously learning operations.
ML6’s Unum detects issues, deploys autonomous agents, and learns from every interaction, enabling an enterprise that anticipates, adapts, and evolves.
ML6 is building the intelligence that powers this transformation, one autonomous connection at a time.