AI in Diversified Telecommunication Services

SK Telecom, Korea's #1 customer service provider for 27 consecutive years (NCSI), deployed Claude in Amazon Bedrock to power customer support for millions of Koreans. The deployment lifted in-call LLM response quality ratings by 34%, cut low-quality responses in SKT's Telco fine-tuned model by 68% versus the base, and reached ~89% of human agent quality in post-call processing — combining SKT's in-house RAG with Claude for end-to-end retrieval-augmented generation.

Leboncoin deployed a multi-agent LLM customer-service system handling 60,000 emails/week with 90% AI-automation, freeing 800 working hours/month and reducing median response time from 8 to 2 hours for France's leading classifieds platform.

Vodafone Ireland worked with Celfocus to build TOBi, a virtual assistant split into two fully automated AI agent systems for customer care, troubleshooting and the e-Shop over voice and chat. Celfocus reports an average of 100,000 interactions a month, a 60% full resolution rate, 99.9% uptime and a 42,000 euro reduction in agent handovers and direct call-centre calls.

Swisscom rebuilt its AI customer service agent Sam using Rasa's CALM framework, going from prototype to production in 20 weeks. Results: doubled automation rates, 50% reduction in operational costs, 1.6x faster conversation flow writing. Sam uses zero-shot intent recognition for natural multi-turn conversations, significantly improving NPS.

AT&T serves tens of millions of customers and employs thousands of engineers and developers, creating a scale challenge that no manual process could solve. Employees were spending too much time searching for answers across fragmented systems, developers were debugging code line by line, and data was flowing faster than human capacity could keep pace.

BT Group and Nscale announced plans to build up to 14 megawatts of AI data center infrastructure across three BT sites in the UK, powered by NVIDIA full-stack AI infrastructure. The sovereign AI platform enables UK organizations to run AI models locally, meeting regulatory and data residency requirements. Supports healthcare, public services, energy, finance and security sectors. Part of UK Government's AI Opportunities Action Plan. Nscale and BT are founding members of the UK Sovereign AI Indus

Deutsche Telekom officially opened its Industrial AI Cloud in Munich on February 4, 2026, built in six months with NVIDIA and data centre partner Polarise. Nearly 10,000 NVIDIA Blackwell GPUs deliver up to 0.5 ExaFLOPS; the facility was over a third utilised at opening, with customers including Agile Robots and PhysicsX and the SOOFI sovereign LLM project.

Openreach, a BT Group unit, uses NiCE Cognigy agentic AI agents that contact customers proactively by text message, email and voice during the UK broadband upgrade, across 15 million customer journeys. Missed appointments and inbound contact volumes fell by one-third, and Openreach said its Trustpilot rating rose from 2.0 to 4.7 after the rollout.