A national tier-1 telecom operator deployed xyner agents inside its network operations center — slashing major-incident response from 47 minutes to under 10, and proactively resolving 60% of issues before customers noticed.
A Tier-1 European telco operating at carrier scale was averaging 47-minute mean time to recover (MTTR) on customer-impacting network incidents and was bleeding NPS in affected regions. The NOC was paged for events that didn't require human judgment; the field-dispatch process was slow; customer communications were generic and late.
Deployed an Event-Correlation Agent, Field-Dispatch Agent and Customer-Comms Agent on xyner with full integration to the NMS, network controllers, field workforce-management system and the customer-communications platform.
MTTR down 60% (47 min → 19 min on agent-handled incidents); customer-affected NPS lifted +12 points in pilot regions; NOC paging reduced 70%; field-dispatch accuracy improved (right person, right tool, right ETA).
A Tier-1 European mobile and wireline telco
Network outage triage, dispatch and customer communications
From contract signature to full rollout.
Carrier-scale event volume required a streaming architecture. The deployment subscribes to network event streams via Kafka with bounded latency on action; the data plane runs in the telco's EU data centres with edge components in regional points-of-presence.
Consumes NMS event streams (~hundreds of thousands of events/min); deduplicates and correlates related events; classifies by customer impact, service line and geography.
Runs pre-built diagnostic playbooks against correlated events; identifies likely root cause with confidence; recommends a remediation playbook.
When physical intervention is needed, identifies the right field technician (skill match, geography, current workload, parts availability), dispatches via WFM, and provides ETA to customer-comms.
Drafts and dispatches customer comms — status pages, SMS, app notifications, IVR scripts — in customer-appropriate language with continuous updates as the incident evolves.
Genuinely novel incidents are escalated to NOC engineers with full context — what's happening, what's been tried, what the agent suspects, what it has ruled out.
Post-incident, an agent drafts the incident report — timeline, root cause, customer impact, remediation, recommended preventive action — for engineering review.
A 10-week pilot covered one region and two service lines (mobile data, wireline broadband) before national rollout across mobile, wireline and enterprise services.
Deploy data plane in EU data centres; integrate Kafka event streams from NMS; deploy edge components in regional PoPs.
Configure the three agents; load diagnostic and remediation playbooks; integrate field WFM and customer-comms platform.
Agents run in shadow alongside NOC; outputs reconciled; thresholds calibrated; integration to ITSM completed.
Live in one region for mobile and wireline; metrics monitored continuously; weekly review with NOC leadership.
Roll out nationally across mobile, wireline and enterprise services with per-line variations.
Playbooks updated based on post-incident reviews; autonomy thresholds tuned by service line and incident class.
Telco operations are heavily regulated — service availability, customer-data handling, telecom-privacy rules. The deployment was designed to strengthen, not weaken, the existing operational governance.
All agent actions are visible to NOC in real time; any agent action can be paused or rolled back by an authorized NOC engineer.
Customer-data access is governed by telecom-privacy rules; agents see only what their function and the regulatory scope permit.
Network configuration changes recorded with compensating actions where supported; rollback is one-click for the operations team.
Major-incident reports drafted automatically with the level of detail required by the relevant telecom regulator.
Customer communications go through factual-accuracy gates; never promise an ETA the engineering team can't meet; always offer the customer a clear path to a human.
Three lessons from this deployment for other telecom operators evaluating agentic operations.
Carrier-scale event volume requires a streaming architecture from day one. Retrofitting streaming onto a batch design is more painful than starting streaming-native.
The agent's value is amplified by how good the underlying playbooks are. Investing in playbook quality is investing in agent quality.
Operational telemetry isn't the only outcome — customer-perceived recovery time is what the customer measures. Customer-comms agents alone delivered most of the NPS lift.
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