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Subtonomy Blog
Welcome to the heart of innovation in telecom support — the Subtonomy Blog. This is where industry meets expertise, offering you a deep dive into the technologies and strategies that are transforming customer support and lawful intercept as we know it.
The Telecom Agentic AI Trap: Why Poor Data Quality Will Kill Your Autonomous Ambitions
Executive Summary: key takeaways for telecom leaders The execution gap: The barrier to agentic AI isn't ambition, but execution. Most operators lack the data infrastructure and governance to scale effectively. The cost of inaction: With $90 billion spent annually by CSPs on customer experience labor, the incentive to use AI is huge. CSPs that actively track AI’s impact report an average 8% improvement in customer satisfaction, proving the value for those who get the data fo
5 days ago4 min read
Will AI Replace Call Centers? The Future of Customer Support
Many customers fear that GenAI will simply become another obstacle between them and an agent. In fact, research by the Harvard Business School has shown that 30-50 per cent of people are willing to wait hours for a human to respond to their problem, rather than receive an instantly generated AI response.
Sep 1, 20256 min read
The Future of Telecom Customer Support: Balancing AI Efficiency with Human Empathy
The real story behind AI-led cost-cutting in telecom customer support In a recent issue of Euromedia magazine (May-June 2025), analyst Teresa Cottam outlined how UK telecom operator Sky aims to decrease its customer support costs by laying off 2,000 staff and replacing them with a combination of AI and outsourced workers. Sky claims this is because customers no longer wish to call customer service agents, preferring to use their app and website instead. What customers actua
Jul 21, 20253 min read
AI, Machine Learning, GenAI, and Large Language Models – What's the Difference?
Artificial Intelligence (AI), Machine Learning (ML), Generative AI (GenAI), and Large Language Models (LLMs) represent distinct, though inte
Apr 8, 20253 min read
GSMA AI Customer Care Study 2025: How MNOs are leveraging AI to Revolutionize Customer Support
93% OF OPERATORS ARE ALREADY USING AI-DRIVEN CHATBOTS BUT EVOLUTION IS CONSTRAINED BY INTERNAL RESOURCES AND DATA ISSUES Stockholm,...
Feb 19, 20253 min read
How Subtonomy uses AI / ML to deliver Total Experience Excellence
Subtonomy combines the intelligence used in the Subtonomy Machine Learning platform with the capabilities of OpenAI’s GPT-4 to deliver more
Jan 2, 20253 min read
3 MORE ways AI is being used to make Customer Service more Efficient and less frustrating
Explore further ways in which AI helps transform and improve telecom customer service.
Dec 16, 20243 min read
3 ways AI is being used to make Customer Service more efficient and less frustrating
AI will have a huge impact on customer experience and customer service. Here are three ways how AI is making CX better.
Nov 27, 20243 min read
The Future of AI in Telecom
Subtonomy is featured in TM Forum’s latest report, “Humanizing AI: putting people at the heart of customer experiences,” which explores how
Sep 26, 20242 min read
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