A unified AI layer for telecoms
At the heart of the effort is a joint effort to design a multi‑agent framework that can ingest signals from the front‑end (customer interactions) and the back‑end (network telemetry) and translate them into autonomous actions. By leveraging AI‑driven automation to close the loop between service assurance and customer engagement, the partners intend to cut the time between issue detection and remediation, while simultaneously surfacing insights that can be monetized through new services.
The architecture will be built on TM Forum’s Open Digital Architecture (ODA) and will expose Open APIs that conform to the TM Forum’s standards. This approach is meant to keep the solution interoperable with existing OSS/BSS stacks and to simplify integration for operators that have already adopted ODA‑based platforms.
Complementary expertise underpins the project
Each participant contributes a distinct set of capabilities:
- Circles brings an AI‑native digital telco platform that already powers brand‑new mobile services for operators in more than a dozen countries. Its strength lies in customer‑facing AI, such as personalized offers and churn prediction.
- GreySkies supplies an AIOps service‑assurance suite that delivers full‑stack observability, anomaly detection and automated remediation across network, infrastructure and application layers.
- HCLTech contributes deep experience in AI, automation and the implementation of TM Forum Open APIs, acting as the system integrator that stitches the various components together within an ODA framework.
Together, the three firms aim to give service providers a continuous feedback loop that can anticipate network degradations, align them with customer experience expectations and trigger self‑optimizing actions without human intervention.
Why the telecom sector needs autonomous operations now
The rollout of 5G, the rise of edge computing and the growing demand for ultra‑low‑latency services have stretched traditional network‑management models. Operators are under pressure to deliver higher reliability while also extracting more value from the same infrastructure. AI‑driven automation promises to address these challenges by reducing manual processes, improving fault‑to‑fix times and enabling new revenue streams through data‑rich services.
By embedding AI at the core of both network operations and the customer journey, the proposed framework could help telcos move from reactive troubleshooting to proactive, predictive service assurance. The result, according to the partners, would be higher operational efficiency, faster insight‑to‑action cycles and an uplift in customer lifetime value.
Executive perspectives
“As service providers look to meet rising customer expectations, AI will play a critical role in delivering more personalized, anticipatory, and seamless experiences,” said Sanjay Kaul, Chief Revenue Officer at Circles. “Through this collaboration, we are bringing together complementary capabilities to help operators connect customer insights with network and business operations in real time, creating new opportunities for growth and differentiation.”
“Autonomous operations start with truly understanding the network. By bringing AI‑driven observability and assurance into this Catalyst, we are helping operators anticipate and resolve issues before customers ever feel them,” explained Dr. Ibrahim Ghaleb, Chief Operating Officer at GreySkies. “Together with Circles and HCLTech, we are showing how intelligent network operations connect directly to customer and business outcomes, turning real‑time network signals into faster, self‑driven decisions across the entire operation.”
“Inclusion in the TM Forum Catalyst program reflects our commitment to co‑innovate with the global telecom ecosystem and accelerate the industry’s transition to AI‑driven, autonomous operations,” remarked Anil Ganjoo, Chief Growth Officer and Global Head of Telecom, Media and Technology at HCLTech. “By bringing together multi‑agent AI capabilities with open, standards‑based architectures, we are enabling service providers to deliver more intelligent, agile and differentiated customer experiences at scale.”
First public look at DTW Ignite
The prototype will be showcased during TM Forum’s DTW Ignite event in Copenhagen, scheduled for June 23‑25. The conference gathers senior executives from carriers, vendors and system integrators to explore collaborative innovation and the future direction of telecom transformation. Attendees can expect live demonstrations of the multi‑agent framework, along with technical deep‑dives into how the solution leverages ODA APIs and AI models to drive autonomous decision‑making.
Market implications
If the proof‑of‑concept matures into a production‑grade offering, it could reshape the competitive landscape for telco‑focused AI vendors. Companies that specialize in isolated AI use cases—such as churn prediction or network fault detection—may find themselves pressured to integrate more tightly with end‑to‑end orchestration platforms. Conversely, operators that adopt the multi‑agent framework could achieve a measurable reduction in operational expenditures (OPEX) and open new pathways for monetizing network data.
The initiative also underscores the growing importance of industry standards like TM Forum’s ODA in fostering cross‑vendor collaboration. By adhering to a common API set, the partners sidestep the typical lock‑in associated with proprietary OSS/BSS solutions, potentially accelerating time‑to‑value for early‑adopter operators.
Looking ahead
While the current effort focuses on a joint prototype, the partners have hinted at a longer‑term roadmap that could include expanded AI services, deeper integration with edge‑computing workloads and support for upcoming 6G use cases. For enterprises evaluating AI‑enabled automation in their own networks, the project offers a concrete example of how multi‑agent systems can be orchestrated at scale while remaining compliant with industry standards.
The collaboration between Circles, GreySkies and HCLTech illustrates a broader shift toward AI‑first telco architectures—where data, analytics and automated actions converge to deliver a seamless experience for both the operator and the end user. As the telecom sector continues its rapid evolution, such initiatives may become the baseline rather than the exception.
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