What we covered
Telcos have automated their support flows for years. The session is about the specific line where automation stops being a decision tree and starts being an agent, and what has to be true of your systems before crossing it.
- The shift from rules-based automation to agents that decide their own next step.
- The Google Cloud AI stack as it applies to telco, and a high-level agentic architecture to hang it on.
- Building agentic voice solutions: the pieces, and how they connect to the systems a telco already runs.
- Three case studies, worked through end to end — support resolution without a handoff, an AI ticket prioritisation agent, and a voice booking agent for Sri Lanka Railways.
- Localisation, and why an agent built for the Sri Lankan market is not the same product as one built elsewhere.
- A live demo across Vertex AI, ADK, and the A2A protocol.
Format
A workshop with a hands-on build section, closing on a demo and an open discussion of where each team's own systems would resist this.
Who it's for
Product and engineering leaders at telcos and large service operators who are being asked what agentic AI means for their support and operations stack.