Telecom COOs: Cut field ops costs by 30% with agentic or watch your competitors do it first

This playbook gives telco field services leaders key insights into implementing scalable AI solutions that can bolster their operations and team capabilities. HFS developed this based on Cognizant’s work with a major US-based telco to cut field operational costs and enhance customer experience.

Why do field services leaders need a playbook now?

Field operations still consume 60%–70% of a telco’s operating budget, even after years of incremental automation. At the same time, 5G densification, ORAN, fixed wireless access, and edge services are intensifying outage complexity, just when veteran technicians are retiring and tribal knowledge is exiting.

This playbook helps COOs, CTOs, and VPs move beyond “truck-roll plus tribal knowledge” to an agentic AI model where humans and AI agents work as a coordinated workforce.

How does this joint playbook ​with Cognizant help telco leaders?

• Reduce cost-to-serve in field ops via fewer avoidable truck rolls and faster mean-time-to-repair through dispatch-optimizer and triage agents
• Scale expertise with knowledge-retrieval and on-site assist agents that bring step-by-step guidance to every technician’s device
• Stabilize quality and compliance via follow-up QA agents tied to network digital twin and robust data governance
• Develop an AI-first operating model that aligns agents, data, and human workflows to business outcomes, not just technology experiments

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