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A Holistic Approach to Becoming Cognitive Telcos

Enabling digital transformation in the telecom industry

Increasing competition from digital-native tech companies and platforms is pushing telcos to embrace automation. However, corporate silos and lack of technology application hamper their ability to transform successfully. Adopting an AI- based automation journey is therefore crucial to deliver effective business outcomes. This requires enabling:

  • Process automation - for automating human tasks such as order entry, basic event monitoring or data capture.
  • Reactive autonomy - for assimilating existing data through software.
  • Proactive autonomy - for predicting churn and taking pre-emptive action.
  • Prescriptive autonomy – for making deductions from data and driving decisions.
  • Cognitive autonomy – for sensing a network event, identifying its root cause, and providing an autonomous response.

However, in order to become a successful cognitive telco,  it is crucial to take a strategic approach that includes building on existing investment, creating a center of excellence, leveraging dashboards and taking ownership of data.


Kamesh Chelluri

Lead – Next-Gen Advisory Services, Communications, Media and Information Services, TCS

Narendran Sivakumar

Industry Advisor, Communications, Media and Information Services, TCS


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