Combining AI and autonomous networks has immense potential to transform communications – our new research report finds that solving for what matters most to customers is a great start
Telcos can deploy “AI infrastructure” to fix underlying issues and regain lost ground. The telecom industry has one of the worst Net Promoter Scores of all industries, and customers in some countries are plagued by spam and fraudulent calls. For example, a 2024 Age UK survey found that around 4.9 million people, almost a fifth of the country’s over-50s, were afraid to answer the phone due to fear of fraud or fraud.
Philip Otley, managing partner for communications, infrastructure, media & entertainment at consulting firm HTEC, says AI is the solution. “AI can bring systematic intelligence directly into network infrastructure; [using] Bolt-on solution…[so]…CSP can bring back the value of communication. This is fundamentally different from previous waves of technology that simply increased speed or capacity. ”
The Airtel case study is a powerful and pioneering example of this.
Airtel’s world first
Airtel launched the first network-based spam detection solution in late 2024 that automatically alerts customers to potential threats. This anti-fraud system uses AI to analyze network traffic and detect suspicious calls, messages, and links in real-time. In February 2025, this solution was cited in the World Economic Forum’s white paper “Artificial Intelligence in Telecommunications”. The reason is stated as follows.
“The dual-layer protection system integrates the network and IT layers to achieve comprehensive coverage. By analyzing caller usage patterns, AI algorithms alert you to suspected spam communications and provide instant protection without user interaction. This approach enhances security and privacy for all customers.”
In May 2025, the company announced that it achieved a world first by implementing network-wide real-time blocking of malicious websites across all communication channels. This includes email, browsers, and over-the-top messaging apps like WhatsApp, Telegram, Facebook, Instagram, and SMS.
Integrates directly into your infrastructure
Fraud detection is integrated directly into Airtel’s mobile and broadband infrastructure, so this measure is free to consumers. This has significantly reduced manual reporting and made the customer experience more secure. By June 2025, Airtel’s AI-powered anti-fraud measures have reduced financial losses for customers by nearly 70% and reduced overall cybercrime incidents on Airtel’s network by 14.3%.
These findings were validated by Ministry of Home Affairs Indian Cyber Crime Coordination Center (I4C) data published in September 2024. The anti-malicious domain service will be launched in the Haryana region, which covers most of the northwestern Indian state of Haryana, and will then be rolled out nationwide.
The network-based blocking of malicious websites works by Airtel continuously building its own database of malicious domains and integrating data from global threat intelligence databases such as Mavenir, Openphish, Mindtest, Google, and Microsoft. Updated every 24 hours.
The solution is modular and can be easily integrated with communication systems across networks and digital interfaces around the world without modification. Another key feature is fast time to value. When a user clicks a link, the domain is mapped against this database. If it is determined to be fraudulent activity, we will block you. If the domain is not in Airtel’s database, the operator uses partner APIs to assess the domain based on several risk factors. The system connects user interaction signals…
To read the rest of this case study and other case studies and examples of how to leverage AI alongside autonomous networks, you will need to:
China Telecom, Comcast, Colt Technology Services, Deutsche Telekom, Fastweb, Google Cloud, Orange and Orange Business, Singtel, SK Telecom, Swisscom, Telefonica, Telenor, Verizon, Virgin Media O2, Vodafone
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