36 organizations in 15 countries run these use cases in public. 67% of those 54 deployments disclose a measurable outcome.
Telecommunications
AI agents that run closed loops over a telecom network: they take an intent from the operator (for example a latency or availability target for a service), observe the network, diagnose deviations and execute corrective actions across radio, transport and core, within guardrails set by engineers and with human approval for major changes.
Deployments
6 public, best grade B
Reported cycle time reduction
at least 95%
Deutsche Telekom, organization claim
Cross industryBanking
An AI agent that recognizes when a customer interaction is a complaint, logs it against the regulatory definition, classifies its root cause and severity, gathers the evidence, drafts the acknowledgement and the response for a human handler to approve, and tracks every statutory deadline until the case is closed.
Deployments
2 public, best grade B
Reported time saved per task
about 5 minutes
Lloyds Banking Group, organization claim
Telecommunications
An AI agent that diagnoses and fixes a customer's broadband, mobile, TV or device problem by conversation on the phone or in chat, running line tests and remote resets through the operator's systems, guiding the customer step by step, and booking an engineer or handing over to a technician when the fault needs a person.
Deployments
4 public, best grade B
Median containment rate
70%
3 deployments
Cross industryBanking
A voice and messaging agent that contacts customers in early arrears and answers their inbound calls, takes payments and sets up payment arrangements within preapproved rules, and recognises signs of hardship or vulnerability so those customers go straight to a trained person.
Deployments
2 public, best grade C
Reported cost reduction
75%
SameDay Auto Finance, vendor claim
Cross industryBanking
An AI agent that answers the first line of inbound customer contact on phone, chat and messaging, resolves general and routine questions end to end in the customer's own language, and routes everything complex, sensitive or regulated to the right human team with the context attached.
Deployments
18 public, best grade B
Median containment rate
47%
7 deployments
Telecommunications
An AI agent that turns network alarms into a clear picture of which customers are affected by an outage and why, tells them proactively by message, app or phone with a cause and an estimated fix time, answers their questions during the incident, and updates them until service is restored.
Deployments
1 public, best grade B
Telecommunications
An AI agent that explains a customer's telecom bill line by line, in plain language and on any channel, answers why a charge changed or appeared, corrects clear errors within set limits and opens a billing dispute with the evidence attached when a human has to decide.
Deployments
4 public, best grade B
Reported first contact resolution
60%
Vodafone, organization claim
Telecommunications
An AI assistant that serves business customers of a telecom operator and the sellers who look after them: it answers product, pricing and contract questions, prepares configurations and quotes for connectivity, mobile fleets and devices, drafts responses to tenders, and handles routine service requests and fault tickets, with a sales or service specialist approving anything binding.
Deployments
5 public, best grade B
Reported containment rate
70%
SoftBank Corp., organization claim
Telecommunications
An AI assistant that takes a new or existing customer from order to a working service: it collects and checks the order details, guides number porting, eSIM download or SIM activation and installation appointments, tracks the order and fixes or escalates the step that is stuck, on messaging, app, web or phone.
Deployments
3 public, best grade B
Reported automation rate
76%
Singtel, organization claim
Telecommunications
An AI assistant that helps existing and prospective customers choose, compare and buy the right mobile, broadband or TV plan, device or extra, in the app, in messaging, on the phone or through a human advisor, using the customer's usage and eligibility and the operator's current offers, and that completes the order or passes a ready quote to a person.
Deployments
9 public, best grade B
Reported conversion uplift
75%
Telenet, vendor claim
Telecommunications
An AI assistant for telecom shops that gives store associates quick, sourced answers on plans, promotions, devices and the customer's account during the conversation, and that can also greet and serve customers directly on an in store screen or kiosk, sometimes as a digital human, handing them to an associate when they are ready to buy or need help.
Deployments
3 public, best grade C
Reported accuracy
95%
Bouygues Telecom, vendor claim
Telecommunications
AI that decides whether a fault needs a site visit at all, predicts what work and parts a job will need, helps plan and update appointments, and gives technicians on site guided diagnosis and instant answers from manuals and past jobs, so more jobs are fixed on the first visit.
Deployments
2 public, best grade B
Telecommunications
AI in the network operations centre (NOC) that correlates alarms and performance data from radio, transport, core and fixed networks into a small number of probable faults, ranks them by customer impact, proposes the likely root cause and fix from runbooks, vendor documentation and past tickets, and routes the ticket to the right team, while an engineer decides what to change.
Deployments
6 public, best grade B
Reported cycle time reduction
at least 95%
Deutsche Telekom, organization claim
BankingPayments and cards
AI that checks incoming account and loan applications for forged or AI generated documents, synthetic and stolen identities, and coordinated application rings, by analysing documents, device and application data across the whole queue and cross checking against bureau and official sources.
Deployments
6 public, best grade B
Reported detection improvement
2.5x
Department for Work and Pensions, organization claim
Cross industryBanking
AI that reads the free text of complaints across all channels, clusters them into themes, separates systemic causes from one off events, links each theme to the product, process or control behind it and routes the insight to the owner who can fix it, with a human validating every root cause and every remediation.
Deployments
3 public, best grade B
Cross industryBanking
AI that turns a flood of monitoring alerts into one probable incident, routes it to the right team, proposes likely root causes and remediation from runbooks and past incidents, and drafts the stakeholder updates and the post incident review, while an engineer authorizes every change.
Deployments
5 public, best grade B
Median accuracy
90%
3 deployments
Telecommunications
Machine learning that forecasts where and when a mobile network will run out of capacity, recommends where to add cells, spectrum or hardware, and continuously tunes radio parameters so existing capacity carries more traffic, with planners approving investments and major changes.
Deployments
5 public, best grade B
Reported cycle time reduction
at least 95%
Deutsche Telekom, organization claim
Telecommunications
Machine learning that spots the early signs of network failure, such as degrading cells, faulty customer equipment, ageing hardware or planned digging near fibre, and triggers a preventive fix, a remote reset or a targeted intervention before customers lose service.
Deployments
6 public, best grade B
Telecommunications
Machine learning that predicts traffic per cell and puts radio carriers, cells and hardware components into sleep modes when demand is low, then wakes them before users notice, so a mobile network uses less electricity without losing coverage or quality.
Deployments
5 public, best grade B
Reported energy savings
up to 8%
Telefónica, organization claim
Telecommunications
AI for telecom operators that scores each subscriber's risk of leaving from usage, service, billing and contact signals, explains the likely reason, and chooses the next best retention action, such as fixing a problem, adjusting a plan or making an offer, delivered through the app, messaging, an agent or an advisor within approved offer budgets.
Deployments
4 public, best grade B
Reported churn reduction
20%
Telenet, vendor claim
Telecommunications
AI that protects the operator's own network, revenue and numbers from fraud: it watches call, messaging, roaming and account activity to detect SIM swap and port out takeovers, international revenue share fraud (IRSF) and Wangiri one ring scams, blocks or flags them in real time, and shares risk signals with banks and other businesses that rely on the phone number for security. Scam calls aimed at subscribers are handled by call blocking.
Deployments
4 public, best grade B
Reported detection improvement
30%
Vodafone, organization claim
Cross industryBanking
Automated quality assurance that transcribes and scores every customer interaction, voice and chat, against the organization's own rubric, checking required disclosures and script adherence, flagging conduct and mis selling risk, and surfacing coaching opportunities, instead of the small sample a human QA team can review.
Deployments
5 public, best grade C
Reported quality score uplift
about 10%
British Gas, vendor claim
Cross industryGovernment and public sector
A copilot for asynchronous service work that drafts the reply to an incoming customer email, message or ticket once it has reached an agent: it summarizes the request, pulls the relevant customer data and approved knowledge, and drafts a reply in the organization's tone and the customer's language for the agent to check, edit and send. Live calls and chats, and the sorting of the inbox itself, are separate use cases.
Deployments
6 public, best grade B
Reported cycle time reduction
about 50%
HYPE, vendor claim
Cross industryBanking
A training simulator in which generative AI plays a realistic customer, by voice or text, so service, sales and crisis staff can rehearse difficult conversations as often as they need before they handle live ones, and receive structured feedback against the organization's own standards.
Deployments
3 public, best grade B
Reported conversion uplift
21%
GoHealth, vendor claim
Cross industryTelecommunications
AI for sales teams that analyses sales calls and meetings against the team's own sales method to coach sellers and their managers, and writes the call summary, next steps and opportunity updates into the CRM for the seller to confirm. Its purpose is winning deals and building selling skill, not the regulated advice record or general meeting notes.
Deployments
4 public, best grade C
Reported time saved per task
3 minutes
Sandvik Coromant, organization claim
Telecommunications
AI in the operator's network that protects subscribers from unwanted calls: it analyses incoming calls in real time, blocks known fraudulent calls, and labels suspected scam, spam and spoofed calls on the customer's screen before they answer, so subscribers can decide whether to pick up. Fraud against the operator itself, such as SIM swap or revenue share fraud, is a separate use case.
Deployments
5 public, best grade B
Cross industryBanking
A real time copilot for human contact centre agents during a live call or chat: it transcribes the conversation as it happens, surfaces the relevant knowledge and next step, drafts responses, and writes the after call summary and CRM notes, while the agent stays in control of what is said and done.
Deployments
5 public, best grade B
Reported productivity gain
15%
Definity, vendor claim
