Skip to Content
Solution

Unlocking telecom’s agentic AI revenue opportunity

A new era of telecom growth is here. Tap its full potential with Capgemini and Salesforce.

Agentic AI is laying the foundation for the next frontier of revenue growth in telecom, enabling companies to unleash intelligent automation to strengthen network performance, streamline operations, and elevate customer experiences.

Learn how Salesforce and Capgemini are helping telecom organizations accelerate their agentic journey and unlock the full potential of AI-powered automation to boost revenues, increase efficiency, and enhance experiences.

“The challenge of agentic AI isn’t just execution—it’s orchestration. Together with Salesforce, we help telecom companies apply and connect this powerful technology end-to-end across the business to deliver stronger networks and smarter service.”

Praveen Shankar, Executive Vice President I Global Telecom Industry Leader

Agentic AI

Powering the telecom journey from experience to operations

Transforming telecoms with end-to-end agentic AI

Together with Salesforce, Capgemini has developed an end-to-end AI-powered ecosystem that addresses telecom’s biggest pain points in customer service and network operations through a single, integrated solution.

Northbound AI

Customer service automation

+

Southbound AI

Dark NOC autonomous network operations

=

Predictive, proactive, self-optimizing operations

By integrating Northbound and Southbound AI, telecom operators gain a holistic and modular solution that is both scalable and adaptable to their specific needs. This combined approach eliminates silos between customer service and network operations, enabling telecoms to resolve issues proactively, more quickly and at a far lower cost.

Capgemini’s Northbound AI solution leverages the Salesforce Agentforce platform to deliver AI-driven customer service automation, including integrating real-time billing, order management, and self-service workflows.

Use cases successfully delivered:

  • Automated billing and payments
  • Order management and issue resolution

Business impact of Northbound AI for telco customer service

30-50%
reduction in call center costs through AI-driven self-service
40%
faster issue resolution
15%
boost in agent productivity
20%
increase in first-call resolution rates

Capgemini’s Dark NOC—developed in partnership with EXFO and Blue Planet—enables a fully autonomous network operations center (NOC). The system leverages AI to detect, diagnose, and resolve network issues in real-time, ensuring seamless service delivery with minimal human intervention.

Use cases successfully delivered:

  • AI-driven fault detection and isolation
  • Autonomous incident resolution
  • AI-powered SLA management

Business impact of Southbound AI for telco network operations

40%
reduction in network OPEX costs
50%
faster issue resolution
80%
reduction in SLA penalties
99.99%
network uptime w/ AI-driven automation

“With network outages costing $9,000 a minute and every service call adding another $15, the true cost of disconnection adds up fast for telcos. An agentic AI system that unites operations and service isn’t just smart—it’s essential for topline growth and bottom-line efficiency.”

Salesforce or Capgemini executive quote

As the industry transitions towards autonomous operations, standardization and integration will be the key to scalability.
 
Our modular solution is offered in conjunction with Capgemini’s Digital Telco Connect, an advanced integration accelerator that leverages TM Forum Open API standards to enable rapid, repeatable, and flexible integration of diverse systems.
 
Built on the Salesforce platform and integrated through MuleSoft, our solution offers 30+ pre-built APIs within a microservices-based architecture, making it easier, faster, and cheaper for telecoms to build, operate, integrate, scale and evolve complex, innovative AI-powered services.

TM forum webinar: Maximizing telecom growth with agentic AI

Discover how agentic AI revolutionizes telecom—enhancing CX & efficiency—in this webinar sponsored by Capgemini & Salesforce.

Watch the replay

Unlock the agentic AI transformation opportunity with Capgemini and Salesforce

The future of telecom isn’t just about connectivity—it’s about intelligence, adaptability, and staying ahead in an AI-driven world. Reach out to our experts to learn how Capgemini and Salesforce can help your organization to unlock the full potential of agentic AI.

Meet our experts

Abhi Soni

Abhi Soni

Group Account Executive
With over 18 years of global experience in the telecommunications industry, Abhishek Soni is a recognized industry expert leading Capgemini’s next-generation offerings, with a strong focus on digital and AI-driven transformation. At the forefront of agentic technologies and platform-led innovation, he spearheads Capgemini’s end-to-end AI solutions and serves as the global industry lead for Salesforce in telecom. He has held key leadership roles across APAC, EMEA, and the UK, and currently leads a portfolio of strategic telecom accounts—delivering transformative outcomes for global clients. His deep expertise spans strategy, consulting, and solution innovation, making him a trusted advisor in shaping the future of communications
Nikhil Gulati

Nikhil Gulati

Head of Intelligent support and services
Nikhil is a results-oriented professional with extensive experience in IT/Telecom, Project Management, Software Development/support, Client Rela-tionship Management, Business development and operations, and Pre-Sales.