Exploring the Potential of AI Agents in the Telecommunications Industry: A Quantitative Analysis on Future Business Performance Enhancements

Abstract

The COVID-19 pandemic has indeed pushed back humanity for hundreds of years. However, there has been phenomenal progress in information and communication technology (ICT) in artificial intelligence, the Internet of Things (IoT), 5G/6G, etc. A relatively new concept of AI agents has interested many scholars in the last two years. Numerous talks have been about its integration with the telecommunications sector to transform operational efficiency, customer satisfaction, and financial performance. Grounded in the Resource-Based View (RBV) and Dynamic Capabilities Theory (DCT), this study aims to examine the role of AI-driven automation in optimizing business performance, particularly in the high ARPU (Average Revenue Per User) markets of the GCC region. This research has used a quantitative approach by targeting 93 senior executives from telecom firms, vendors, and system integrators. The findings reveal a strong correlation between AI adoption and improved service delivery, cost reduction, and revenue growth. In addition, this research has taken an opportunity to gauge the impact of AI-driven predictive analytics, fraud detection, and personalized customer engagement emerging as key enablers of competitive advantage. This research also underscores AI’s transformative effect on telecom business models and provides strategic recommendations for sustainable AI adoption.

Keywords: AI agents, Telecom Operational Efficiency, AI-driven predictive analytics

DOI: 10.7176/CEIS/16-1-01

Publication date: April 30^th 2025