Imagine a world where telecom services no longer wait for problems, they anticipate them. Where AI-powered agents in ODA components communicate not just with customers, but with each other. Across systems, channels, and business domains autonomously. No more call centers stuck in reactive loops. No more fragmented support journeys. This is our moonshot: a proactive, modular, AI-driven telecom experience built on TM Forum’s Open Digital Architecture (ODA), powered by Agentic AI. The Problem We’re Solving Today’s telecom support is passive and reactive. Whether it’s a billing error, service disruption, or plan query, the customer must initiate contact. Typically navigating complex IVRs, chatbots, or wait times. Issues are ticketed and passed through siloed departments. And even with current AI tools, agents are standalone—limited to narrow domains and unable to collaborate across systems. The result? Slow resolutions, frustrated customers, high operational costs, and limited scalability. Every new product or service often demands staff retraining, custom integrations, and lengthy setup cycles. Driving up costs and time to market. Our Vision We envision a telecom experience led by a Concierge AI Agent, a proactive, intelligent assistant that continuously monitors the customer journey and engages before problems arise. This agent doesn’t work alone. It’s supported by an AI ecosystem where ODA components talk to each other through open APIs and natural language protocols. This is Agentic AI: autonomous, collaborative, and interoperable. Building on the ODA-in-a-Box concept, our architecture allows AI agents to discover each other, orchestrate, and respond to customer needs instantly, without manual handoffs or redundant data collection. How It Works When a service issue or anomaly occurs, the Concierge AI is alerted. It gathers context from billing, network, and service systems, consulting with other AI agents in real time. It then reaches out to the customer with personalized insights and solutions, before they even ask for help. Beyond resolving issues, the agent offers concierge-style services: tailored plan suggestions, proactive updates, or loyalty offers, using insights from cross-domain intelligence. The experience is seamless, responsive, and deeply personalized. Our Goals Our goal is to enhance ODA standards to support AI-to-AI interoperability. We’re introducing intelligent orchestrator components that enable proactive service management, shifting telecoms from reactive containment to predictive care. We also propose API improvements to support natural language discovery and communication between agents embedded within ODA components. The Impact This architecture will accelerate operational delivery and transform support costs and customer experience. By eliminating complex integrations, businesses can launch new operational services more than 40% faster. Repetitive tasks vanish. Manual triage disappears. AI agents scale instantly, and operations become leaner. Customers benefit from faster resolutions, proactive outreach, and hyper-personalized experiences. Businesses benefit from improved Net Promoter Scores, reduced churn, and stronger brand loyalty. The Future We’re not just reimagining telecom support, we’re redefining how digital services interact with people. Our Agentic AI-powered ODA framework enables a future where building new anticipatory operational services like this concierge agent is cost efficient, seamless, and swift.