MegaFon expects that within three years, up to 40% of routine service and operational tasks in the telecommunications sector will be performed without human intervention. This assessment was shared by Evgeny Bobkov, Managing Director for Digital Solutions at MegaFon, during the Digital Solutions forum.
The company plans to utilize a combination of AI agents and traditional automation tools to handle repetitive operations. According to Bobkov, the focus is on tasks that can be fully described by predefined rules, making them suitable for end-to-end automated execution.
Current capabilities for AI agents include collecting diagnostic data, grouping related incident alerts, and managing ticket routing. These agents can also execute pre-approved scenarios while performing result verification and allowing for system rollbacks if necessary.
Despite the shift toward autonomy, the company emphasizes that human oversight remains essential. Bobkov noted that while individual operations can proceed without human involvement, the overall system requires continuous supervision to ensure reliability and safety.
