ChatGPT and other advanced AI for operators: smarter and more personalised customer experience

With network and service automation a hallmark of the TM Forum’s work, there was never any doubt as to the predominant theme at this year’s DTW Ignite event in Copenhagen. While AI is impacting nearly every aspect of telecoms networks and services, a key question was how this would be reflected in the event’s keynotes, launches and meetings. Agentic AI played a significant role in this year’s messaging – but, more surprisingly, core network automation garnered outsized attention.

Several dynamics have either emerged or intensified, materially altering the strategic role of the mobile core. These shifts demand a fresh review of how mobile core networks are evolving – and how they must continue to evolve. The mobile core remains an enabling layer. At the same time, it is becoming an intelligent, adaptive platform that will shape how operators compete, differentiate and grow in the AI era – as long as operators know how to put it to use and evolve its capabilities.

By investing in AI factories, telecoms operators can leverage their infrastructure, traffic, customer base and regulatory positioning to capture a meaningful share of the expanding AI and cloud revenue pool. Scenario analysis suggests AI factories could deliver an incremental uplift of 1.5–6.0% to total operator revenues, depending on execution and market share capture. This represents a meaningful growth lever in an otherwise mature industry.