Imagine a world where telecom services don’t wait for problems—they anticipate them. Where AI-powered agents within ODA components communicate not just with customers, but with each other—across systems, channels, and business domains, autonomously. No more call centers stuck in reactive loops. No more fragmented support journeys. This is our moonshot: a proactive, modular, AI-driven telecom experience built on TM Forum’s Open Digital Architecture (ODA), powered by Agentic AI. The Problem We’re Solving Today’s telecom support is passive and reactive. Whether it’s a billing error, service disruption, or plan query, the customer must initiate contact—typically navigating complex IVRs, chatbots, or long wait times. Issues are ticketed and routed through siloed departments. Even with current AI tools, agents remain standalone—confined to narrow domains and unable to collaborate across systems. The result? Slow resolutions, frustrated customers, high operational costs, and limited scalability. Every new product or service often requires staff retraining, custom integrations, and lengthy setup cycles—driving up both cost and time to market. Our Vision We envision a telecom experience led by a Concierge AI Agent—a proactive, intelligent assistant that continuously monitors the customer journey and engages before problems arise. And it doesn’t work alone. It’s supported by an AI ecosystem in which ODA components communicate via open APIs and natural language protocols. This is Agentic AI: autonomous, collaborative, and interoperable. Building on the ODA-in-a-Box concept, our architecture enables AI agents to discover each other, orchestrate actions, and respond to customer needs instantly—without manual handoffs or redundant data collection. How It Works When a service issue or anomaly occurs, the Concierge AI is alerted. It gathers context from billing, network, and service systems, consulting with other AI agents in real time. It then reaches out to the customer with personalized insights and solutions—before they even ask for help. But it doesn’t stop at problem-solving. The agent offers concierge-style services: tailored plan suggestions, proactive updates, and loyalty offers—drawing on cross-domain intelligence. The result is a seamless, responsive, and deeply personalized customer experience. Our Goals Our goal is to enhance ODA standards to support AI-to-AI interoperability. We’re introducing intelligent orchestrator components that enable proactive service management—shifting telecom operations from reactive containment to predictive care. We're also proposing API enhancements to support natural language discovery and communication between agents embedded within ODA components. The Impact This architecture will accelerate operational delivery while transforming both support costs and customer experience. By eliminating complex integrations, businesses can launch new operational services over 40% faster. Repetitive tasks vanish. Manual triage disappears. AI agents scale instantly, and operations become leaner. Customers benefit from faster resolutions, proactive engagement, and hyper-personalized experiences. Businesses benefit from improved Net Promoter Scores, reduced churn, and stronger brand loyalty. The Future We’re not just reimagining telecom support—we’re redefining how digital services interact with people. Our Agentic AI-powered ODA framework enables a future where building new anticipatory operational services—like this concierge agent—is cost-efficient, seamless, and swift.