AI-driven Network Automation the Top Priority for Telcos in the Next 12 Months - New Research from Motive

London, United Kingdom - 4 November 2025: AI-driven network automation is the top investment and implementation priority for telcos in the next year, according to new research released today. The research, conducted by Motive at the 2025 Network X conference in Paris, revealed that over a third (37%) of delegates are prioritising AI-driven network automation in the next 12 months.

Expectation in AI’s capabilities to drive better levels of customer service across the telecoms industry appears to be on the rise as well. When asked what they see as the greatest opportunity for vendors to help accelerate their digital transformation, over a third (38%) of Network X respondents identified AI-driven customer care and diagnostics. 

The findings around opportunities in AI-driven customer care and improving customer experience align with a broader industry shift observed in recent analyses from Omdia and the Broadband Forum. The Future of the Connected Home2025 report highlights the growing adoption of AI across home broadband and network environments, driven by its predictive maintenance capabilities, which enable quicker and more proactive issue resolution. In that research, 97% of service providers highlighted AI as a key tool in enabling them to analyse customer usage patterns and improve overall delivery.

“Operators are increasingly turning to AI for real-time diagnostics, customer experience management, and predictive maintenance. These are key steps in enabling more proactive and autonomous network operations,” commented Colin Grealish, Product Director at Motive. 

“Motivation for utilising AI goes far beyond efficiency gains. Telcos want to understand how customers use and experience their networks in real time and act on those insights proactively. That’s where automation creates real competitive advantage.”

While telcos are very much all-in on AI, many still face challenges in demonstrating measurable ROI from their AI investments, with only 22% of Network X attendees saying they can currently do so. This reflects a broader industry challenge reflected by the findings of the TM Forum’s CSP Strategies Benchmark Report (September 2025), in which 62% of CSPs said they had made limited or no progress in measuring the ROI on AI investments from the past year.

“Demonstrating ROI from AI investment is not a challenge unique to the telco industry, and while this research highlights there is still a way to go on this, we are seeing very positive results from CSPs who have partnered with us to introduce AI-driven automation for network diagnostics, customer care, and service orchestration,” added Grealish. “Our AI-powered portfolio leverages generative and agentic AI, enabling operators to automate intelligently, act on data instantly, deliver better experiences at scale, and ultimately connect AI deployments into tangible outcomes."

The research, conducted by Liberty Communications on behalf of Motive, surveyed 102 attendees at the 2025 Network X conference in Paris on October 15th, 2025.

About Motive

Motive empowers the world’s leading telecom operators to deliver seamless digital services through its suite of operator-first platforms. From entitlement orchestration to device and service management, Motive enables operators to accelerate digital transformation and monetise connectivity across mobile, home, and IoT networks. For more information, visit www.motive.com