Driving Autonomous Telco Operations with netOps.Now and NVIDIA-Powered AI Agents

In nearly every conversation with telecom leaders, a common concern surfaces: “We know where we need to go, but how do we get there without breaking what we’ve built?”

Modernizing telecom operations isn't about layering AI on top of legacy systems, it’s about transitioning the entire organization - networks, platforms, and people toward autonomy. When done right, such a transformation doesn’t feel forced. It just flows.

With KNOWLEDGE25 around the corner, the spotlight is rightfully on Agentic AI. No longer a futuristic concept, it’s now the engine powering telecom modernization at scale, elevating customer experiences and driving massive operational efficiencies. McKinsey estimates that responsible AI adoption could generate up to $250 billion in value for telecom by 2040.

Companies like Tech Mahindra, a top 4 telco partner, an Elite ServiceNow partner, and part of the Focused 16 Partners list, are already making significant investments towards bringing AI agents into the core of telecom operations, touching everything from customer service to network operations to order fulfilment.

The Shift to Adaptive, Agentic Intelligence

Unlike traditional scripted automation, Agentic AI represents an evolution toward adaptive, goal-oriented systems. These agents are thinking, adapting, and executing based on goals and constraints.

What makes Agentic AI different?

• Outcome-Oriented: Give it a goal (e.g., “resolve outage” or “process refund”). No need for step-by-step commands.
• Resource-Aware: Pulls context from OSS/BSS systems, APIs, and logs to act intelligently.
• Constraint-Driven: Respects SLAs, compliance needs, and system limits.
• Goal-Focused: Pivots strategies in real time to achieve outcomes, making it ideal for provisioning, network health, or customer issues.

Because these agents are interoperable, they work seamlessly across front, middle, and back offices, optimizing traffic in peak hours, personalizing customer interactions, or predicting faults before users ever notice.

As Alamelu Subramanian, Telco Industry Lead at ServiceNow, Tech Mahindra, puts it:

“Autonomous Operations boosted by Agentic AI is transforming the business through adaptive intelligence, real-time analytics, and self-optimizing solutions. At Tech Mahindra, we've developed an industry-specific AI-based Autonomous Operations framework – to take a business from Automated to Self-learning to a completely Self Optimizing level of autonomy; that applies agentic AI and automation to decisioning, operations, and servicing across the organization.”

Why Autonomous Ops Are Critical for Telcos

Telecom operations cover a wide array of mission-critical domains - network assurance, billing, fraud detection, and customer service. Despite processing over 400 million terabytes of data each day, most telcos operate in silos with reactive, manual systems.

Agentic AI addresses this head-on by embedding intelligent agents across:

• Billing & Revenue Assurance: Detecting anomalies and triggering remediation.
• Customer Support: Powering self-service and auto-resolving issues.
• Network Operations: Forecasting outages and managing capacity dynamically.
• Provisioning: Automating service rollouts and config changes.
• Security: Identifying threats and initiating real-time mitigation.

Tech Mahindra’s domain-specific capabilities enhance these use cases further:

• AI-driven automation for OSS/BSS
• TMF API-based interoperability
• Cloud-enabled Telecom-as-a-Service (TaaS) for agility
• Predictive analytics for network optimization
• Intelligent fulfillment and zero-touch provisioning
• AI-enhanced customer experience via chatbots and virtual assistants
• Fraud detection through anomaly analysis
• Enterprise product cataloging including MVNO, VAS, and voice/video services
• Verticalized solutions tailored for finance, mobility, and retail

By embedding intelligent agents into these domains, telcos can achieve near-zero downtime, improve service velocity, and deliver better customer experiences, with minimal manual intervention.

What Tech Mahindra and NVIDIA Bring to Telcos

Tech Mahindra’s collaboration with NVIDIA brings the AI agent vision to life through a Center of Excellence (CoE) focused on enterprise-grade deployments.

At the core of this COE is the Tech Mahindra Optimized Framework, which leverages the NVIDIA AI Enterprise software platform, including NVIDIA NeMo, NVIDIA NIM microservices, and NVIDIA RAPIDS, to build telecom-specific AI models. These models, known as Large Telco Models (LTMs), are trained on extensive telecom data spanning logs, user behavior, network topology, and performance metrics.

These AI agents:

• Deliver low-latency, high-throughput inferencing for real-time ops
• Use graph neural networks to trace root causes in dynamic topologies
• Continuously improve through learning loops
• Are hosted on NVIDIA’s compute backbone: DGX systems, Triton Inference Server, and RAPIDS pipelines for efficient deployment at scale

This approach powers self-improving, autonomous telco architectures using generative AI, GPU computing, and proprietary AI toolkits.

Agentic AI Deployments and Impactful Outcomes

Real-world deployments reflect the maturity of Tech Mahindra’s approach:

• Adaptive Network Insights Studio: Delivers 360° visibility and automated reporting
• Proactive Network Anomaly Resolution Hub: Auto-resolves events, boosting engineering productivity
• AI Assistant for Call Centers: Built on NVIDIA’s NIM blueprint, these assistive agents accelerate issue resolution and enhance customer satisfaction

These use cases highlight how AI agents are no longer experimental. They are operational and delivering business value today.

netOps.Now: Driving Telco Growth in the XaaS Era

netOps.Now, Tech Mahindra’s end-to-end autonomous operations platform for broadband and fiber CSPs, accelerates telco growth with a fully-automated architecture built on the ServiceNow TMT suite. It unifies sales, order management, service assurance, rollout, and partner ecosystems into one streamlined framework. It delivers faster service activation and intelligent automation, scaling effortlessly in the Everything-as-a-Service era.

Key enablers within netOps.Now include:

• 30–50% reduction in manual provisioning time
• 40% reduction in Mean Time to Repair (MTTR)
• 30% improvement in customer experience via autonomous workflows
• AI-powered service orchestration across multi-cloud, multi-vendor ecosystems

By integrating the entire value chain (telcos, aggregators, partners, customers), Tech Mahindra’s B2B Digital Concierge enables innovation, ecosystem collaboration, and faster go-to-market for new offerings.

Conclusion

Today, 40% of telcos are already deploying AI into their operations. Telco AI agents are no longer just a proof of concept, they are driving measurable outcomes. Tech Mahindra, in partnership with NVIDIA, is helping leading telcos evolve from siloed automation to fully autonomous operations, right now.

For telcos ready to take the next step, Tech Mahindra offers a clear, structured roadmap:

• Infrastructure & Data Audit – Assess current systems and data readiness
• Custom Agent Design – Build models for fraud, QoS, provisioning, and assurance
• NVIDIA-Powered Deployment – Use NeMo, DGX, NIMs, and Triton for scalable rollout
• Continuous Feedback Loop – Improve models based on live data insights

And importantly, all of this integrates into your existing OSS/BSS landscape without the need to rip and replace.