Reimagining User Experience Through Agentic Operations, Unlocking New Growth

During the 11th Operations Transformation Forum (OTF 2026), Eric Yang, President of Huawei Carrier Business, delivered a keynote “Reimagining User Experience Through Agentic Operations, Unlocking New Growth”. He remarked, “Carriers must seize the opportunities presented by the agentic AI era and explore a revenue growth scaling law for the telecom industry — Scale Out to serve more target users, Scale Up to deliver better service models, and Scale Fast to launch new services quickly. Through agentic operations, carriers can drive end-to-end intelligent upgrade across the entire user journey, reimagine the user experience, and unlock new growth.”

With the advent of the AI era, the telecom industry is experiencing a 100-fold growth in terms of target users, from 9 billion people to 9 billion people plus 900 billion agents. Service models are evolving from standardized services to personalized services, meeting individual needs in different scenarios. Furthermore, service products are transitioning from traffic monetization to a combination of traffic, experience, and token monetization.

But how can carriers seize these three opportunities? Along the “Buy-Use-Assure-Retain” user journey, carriers can Scale Out to serve more target users, Scale Up to deliver better service models, and Scale Fast to launch new services quickly — actively exploring the revenue growth scaling law for telecom. Through four intelligent upgrades enabled by agentic operations, carriers can reimagine experience at every stage in the customer journey:

• Buy – Upgrade products to enable intent recognition and intelligent recommendations. In a joint innovation with a Thai carrier, a major football event livestreaming package went to market in one week and attracted 420,000 users in three months.
  
  
• Use – Upgrade experience to enable proactive awareness and the best possible experience. In a joint innovation with a Hong Kong carrier, user experience was seamlessly guaranteed for a concert with 110,000 attendees, with high-value customer (HVC) experience rating improved by 33%.
  
  
• Assure – Upgrade service models to enable proactive repair that exceeds user expectations. In a joint innovation with a Saudi Arabian carrier, more than 99% of complaints were resolved within 24 hours, improving customer satisfaction by 30 percent.
  
  
• Retain – Upgrade operations to enable proactive prediction and retention. In a joint innovation with a Chinese carrier on refined existing-user operations, churn-related losses decreased by 3.8% year over year.
  
  

In closing, Eric Yang emphasized that Huawei is ready to work with carriers and partners to drive continuous exploration and innovation, seize the opportunities presented by agentic AI, and upgrade products, experience, service models, and operations across the user journey. Together, they will accelerate joint innovation in agentic operations, explore the revenue growth scaling law for the telecom industry, and unlock new growth.