Cuts network resolution times from hours to minutes
Accelerates and lowers the cost of launching new network services
Accelerates team’s experimentation
Ericsson uses Gemini Enterprise Agent Platform to cut telecom network resolution times from hours to minutes.
Ericsson uses Gemini Enterprise Agent Platform to cut telecom network resolution times from hours to minutes.
Unpacking telecom complexity for
true return on investment
Telecom operators today face a rapid influx of artificial intelligence, orchestration, and automation tools. But converting these technologies into real business value is a constant challenge. To prove the business case and drive a return on investment (ROI), operators need a clear way to simplify their daily workflows.
At global telecommunications leader Ericsson, the mission is to help its customers—telecom operators—seamlessly sell, deliver, and get paid. Ericsson supports this through its two core portfolios: Operations Support Systems (OSS), which act as the "on/off switch" that activates network services, and Business Support Systems (BSS), which serve as the "cash register" that collects revenue and manages monetization.
Within these complex OSS and BSS software environments, operational bottlenecks directly hurt profitability. A prime example is Root Cause Analysis (RCA)—the troubleshooting process of identifying exactly why a network issue or outage occurred so it can be resolved. Historically, RCA has been a highly manual process. Finding the root cause of a network failure can take hours, frustrating subscribers and driving up operational costs.
There's plenty of tools and technologies out there—AI, orchestration, automation. But how do we convert those tools and those technologies into delivering real business value? Google Cloud provides us with sophisticated tools that allow us to rapidly determine what the business value can be to help our customers move forward.
Jason Keane
Head of OSS and BSS Portfolios, Ericsson
Ericsson addressed this by defining the desired business outcome first and working backward to build the solution. Partnering with Google Cloud, Ericsson focused on simplifying operations to deliver clear, cost-effective paths to ROI for telecom operators.
Building intelligent agents
To build these solutions, Ericsson prioritized its data. Rather than feeding raw, unorganized information to artificial intelligence, Ericsson creates a strong data foundation by filtering, aggregating, and correlating data to ensure highly precise outcomes.
Once this data foundation is in place, Ericsson leverages Gemini Enterprise Agent Platform to build and orchestrate autonomous AI agents that simplify complex tasks like network troubleshooting. When a network anomaly occurs, these agents can pinpoint the root cause in minutes instead of hours. Beyond troubleshooting, Ericsson is also using these agents to accelerate service instantiation (starting and launching new network services). Tasks that typically take a long time and heavy manual effort are now completed rapidly and with minimal cost, helping telecom operators realize faster ROI.
By offloading these highly repetitive, manual workloads to AI agents, human operators can focus on strategic initiatives.
We use Gemini Enterprise Agent Platform to build agents that close the loop—they don't just find the issue, they resolve it.
Jason Keane
Head of OSS and BSS Portfolios, Ericsson
Accelerating resolution and
driving autonomous operations
Using Gemini Enterprise Agent Platform, Ericsson has built AI agents that move beyond basic troubleshooting toward a proactive, closed-loop network. Rather than just diagnosing network anomalies, the agents can now autonomously resolve the issues. This delivers an unprecedented level of operational autonomy, lowering costs and ensuring high network resilience with minimal human intervention.
Google Cloud also acts as a rapid innovation platform for Ericsson. The agility of the cloud allows development teams to experiment freely, lower operational expenditures, and fail fast. This rapid innovation cycle allows Ericsson to lower development costs and deliver optimized solutions to production faster. The result for telecom operators is simpler operations, faster ROI, and more time to focus on serving their subscribers.
Not only can we determine what the issue is, but now we're using the same agents to actually resolve the issue.
Jason Keane
Head of OSS and BSS Portfolios, Ericsson
Ericsson is a multinational networking and telecommunications company dedicated to helping operators simplify complex systems.
Industry: Technology
Location: Sweden
Product: Gemini Enterprise Agent Platform
