At a recent Fierce Network Research event in Dallas, more than 50 telecom leaders explored how AI is reshaping network operations, customer service, and enterprise offerings. Their discussion was guided by Fierce Network’s 2025 survey of 109 executives — a snapshot of how telcos are adapting to the AI era.
For broadband providers, this moment represents both a challenge and an opportunity: evolve toward AI-driven automation, or risk falling behind.
According to Fierce Network, AI adoption in telecom falls into three main categories:
Together, these layers illustrate how the modern service provider is shifting from network operator to intelligent digital platform.
The Fierce Network research found that real-time network optimization is the leading driver of AI adoption, followed closely by enhancing customer experience.
However, challenges persist. Nearly one-third of respondents cited legacy systems as the primary obstacle, while another 20% pointed to data quality and integration issues. Despite these barriers, optimism remains high — over 90% of executives said they are confident AI will deliver measurable operational benefits.
Several operators showcased how AI is already transforming network management:
These innovations point toward a future of self-optimizing, self-healing networks — a vision aligned with ETI Software’s mission to deliver proactive monitoring and automation across broadband environments.
AI is also redefining the customer experience. Amdocs and Nvidia are developing digital avatars that act as intelligent service agents. Research from Indiana University’s Kelley School of Business found that customers respond more calmly — even politely — to these human-like AI interfaces, improving satisfaction scores.
Meanwhile, Globe Telecom is building an internal “AI kitchen,” a shared, secure platform that standardizes how business units develop and deploy AI. It’s an approach that mirrors how broadband operators can use unified telemetry and governance to ensure consistent, scalable AI outcomes.
Telcos are also expanding into AI-as-a-Service, helping enterprises deploy models on secure, localized infrastructure. Fierce Network highlights the rise of AI factories — purpose-built, data-sovereign facilities for training and running enterprise AI workloads.
Orange Business exemplifies this evolution with its Live Intelligence platform, combining secure connectivity, private cloud, and orchestration tools. More than 73,000 internal users already leverage the platform, demonstrating AI’s growing role in both internal operations and customer solutions.
The message from Fierce Network’s event is clear: AI isn’t optional. Operators that modernize data systems, unify telemetry, and deploy intelligent automation will lead the market. Those that delay risk being left behind as connectivity becomes just one layer in a broader, intelligent ecosystem.
That’s where ETI Software plays a vital role. Our network and device monitoring solutions give broadband providers the unified visibility and automation foundation needed to power next-generation AI initiatives — from predictive fault detection to performance analytics and self-optimizing operations.
As telecom continues its transformation, ETI helps providers bridge the gap between today’s network management and tomorrow’s AI-native operations.
Source: “Telcos Tackle AI’s Impact,” Fierce Network Research Event and 2025 Survey.
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