AI Employees: The Secret Workforce Powering Telecom’s Future
Koda Skurzewski (Sker - je - ski ), OMCP
BOARD MEMBER AND GROUP CHIEF COMMERCIAL OFFICER
Running a telecom business today is like juggling chainsaws—network expansion, skyrocketing customer expectations, rising costs, and fierce competition all at once. But what if you had an entire workforce of AI employees working alongside your teams?
Not just chatbots. Not just automation. Real AI employees—handling internal support, optimizing network infrastructure, and resolving customer issues before they even escalate.
At Mplus, we’re helping telecom businesses unlock game-changing efficiencies with our modular Conversational AI and Agentic AI platform—delivering cost savings, enhanced productivity, and smarter decision-making across the board.
Your Employees Are Your Customers Too
Most AI conversations focus on external customers, but what about your employees?
Think about it: HR, IT, finance, and operations teams deal with a flood of internal requests every single day. And just like customers, employees experience bottlenecks, delays, and frustration when they need support.
? HR: “Where’s my benefits package? When will my expense be reimbursed?”
? IT: “I forgot my VPN password… again.”
? Finance: “What’s the approval process for large purchases?”
? Operations: “How do I escalate a network outage?”
Now, imagine an AI employee handling 80% of these issues instantly—before they ever reach a human team member.
? HR AI processes payroll inquiries, tracks PTO, and guides employees through benefits enrollment.
? IT AI resets passwords, troubleshoots software issues, and assists with security protocols.
? Finance AI approves expense reports, provides real-time budget updates, and answers tax-related questions.
This is Mplus Conversational AI in action—empowering employees, streamlining operations, and eliminating unnecessary delays. The result? Faster response times, happier employees, and more efficient internal teams.
Beyond Basic Chatbots: AI That Actually Solves Problems
This isn’t about slapping a chatbot onto your website and calling it a day. Mplus AI employees don’t just answer FAQs—they resolve issues.
They pull data from multiple systems, analyze historical patterns, and dynamically adjust responses based on real-time conditions. This means employees don’t just get answers; they get solutions.
Smarter Network Design = Maximum Coverage, Minimum Cost
Of course, AI isn't just transforming internal operations—it’s also revolutionizing how telecoms manage infrastructure and network investments.
1?? Precision Network Expansion with AI
Imagine rolling out new infrastructure with surgical precision. Our AI-driven insights help telecom leaders: ?? Analyze network data to pinpoint demand hotspots. ?? Predict usage trends to avoid over- or under-investing. ?? Determine the most cost-effective way to expand coverage—without overspending on unnecessary infrastructure.
2?? AI That Matches Demand to the Right Access Medium
Fiber or Fixed Wireless Access (FWA)? That’s the million-dollar question. AI-powered algorithms analyze multiple data sources to dynamically match demand with the most efficient access technology—cutting costs while maximizing speed and reliability.
3?? AI That Reduces Total Cost of Ownership (TCO)
Want to make smarter Make vs. Buy decisions? Mplus AI provides real-time, data-driven demand forecasts to help leaders determine whether to build, lease, or partner—ensuring: ?? Lower TCO ?? Smarter infrastructure investments ?? Improved network performance at optimized costs
AI for Tier 2 Technical Support: Resolving Complex Issues Before Escalation
We all know Tier 1 support is mostly about answering common questions and basic troubleshooting. But Tier 2? That’s where things get tricky. Customers experiencing network issues, service disruptions, or hardware failures need expert-level assistance—fast.
And that’s where Mplus AI-driven Tier 2 support changes the game.
How Mplus AI Employees Are Elevating Tech Support
? Predicting Problems Before They Happen AI can analyze real-time network data to detect anomalies before a customer even calls in. Instead of waiting for complaints, Mplus AI employees can proactively alert customers and suggest solutions.
? Automating Complex Troubleshooting Instead of forcing customers to wait for a live agent, Mplus AI can walk them through advanced troubleshooting steps, adjusting dynamically based on responses. If escalation is needed, the AI ensures that the human agent gets a full case history, reducing repetition and frustration.
? Guiding Agents in Real Time Even when AI isn’t talking to the customer directly, it’s helping human agents in the background. Our Agentic AI platform provides real-time recommendations based on:
The result? Faster resolutions, reduced escalations, and happier customers.
The Future: AI as a Business Partner, Not Just a Tool
AI isn’t about replacing people—it’s about enhancing their capabilities.
Whether it’s:
?? Helping employees navigate internal processes
?? Reducing IT, HR, and Finance workloads
?? Resolving technical support issues before escalation
?? Optimizing network expansion to lower costs
Mplus AI employees are already driving massive efficiency gains for telecom leaders. The question isn’t whether to embrace AI—it’s how fast can you deploy it to stay ahead?