Agentic Operations New Paradigm Unleash the Trillion Market Potential in the Agent Era

[Barcelona, Spain, March 3, 2026] Huawei, together with global operators, partners, and industry organizations, discussed how to leverage the unique advantages of operators to achieve new growth in this era of rapid AI development at the Intelligent Operations Summit held during MWC Barcelona 2026. Bruce Xun, President of Huawei Global Technical Service, stated, "In 2026, AI agents will evolve from hype to habit and will move toward an era of agents that are ‘On-Person, On-the-Go, and On-the-Road.’ To achieve this, operators are thinking about how to leverage their own strengths to achieve 100-fold market space growth. Therefore, Huawei propose a new ’Agentic Operations’ paradigm, which will bring a triple leap in User Interaction, Experience Operations, and Network O&M."

Bruce Xun, President of Huawei Global Technical Service, delivers a keynote speech

New User Interaction Paradigm: Embracing Ubiquitous Digital and Intelligent Services that Truly Understand You

Based on the next-generation Agentic BSS (Business Support System), the product innovation journey has shifted from manual “Human-to-System” to “GUI Agent closed-loops.” Digital product managers orchestrate Multi-agents across CRM (customer relationship management) and CBS (convergent billing system) to execute the Go-To-Market (GTM) process, achieving quick GTM of multiple intelligent services. In Kenya, The Idea-to-Cash solution that Huawei collaborated with operators reduced TTM from months to one week. By designing products and offerings based on user scenarios, Huawei provides each user with a dedicated personalized assistant through the mobile customer service center, Mobile Money app, and AICC (AI contact center). With contextual design, Mobile Money delivers a generative recommendation page, assembling personalized choices to boost transaction success. In Hong Kong, Huawei helped operators reduce the average handling time (AHT) of customer service by 30%.

New Experience Operations Paradigm: With Leading Network Performance, Delivering Differentiated Experiences to Drive Network Monetization

Huawei's V-Grid Best Networks and SmartCare Intelligence solution have enabled a new operational paradigm shifting from “Mass marketing” to “Capturing moments of impact” and a new experience paradigm shifting from “Homogenized network experience” to “High-value users×High-value services×Differentiated experiences.” Through one-stop AI Data Analysis agent (DA Agent) and precision marketing agentic model (LUM), Huawei helped an operator in South Africa add 500,000 new HBB users in one year. Powered by Telco Twins and an agentic user experience model (SRCON2.0) to realize the value ranking of business and network synergy, Huawei helped an operator in Asia Pacific boost per-grid revenue by 6.4% through business & network synergetic planning. In China, combined with smart devices, operators have optimized millions of service quality issues per week across tens of thousands of sites, achieving a more than 30% reduction in poor-quality events through comprehensive optimization.

New Network O&M Paradigm: Maximizing Service Value and Resource Efficiency While Ensuring Network Robustness

The network operations and maintenance (O&M) paradigm has evolved from “managing incidents” to “managing risks”, dynamically detecting hidden business-level risks before they happen, guaranteeing 99.99% service reliability. The value of O&M has shifted from being "Network-Centric" to "Service-Centric," built on the CHB (Consumer, Home, Business) converged and grid-based foundation to maximize service benefits. In South Africa, Huawei has helped operators reduce the mean time to repair (MTTR) by 30%; in Asia-Pacific region, Huawei has collaborated with operators to improve the efficiency of Network Operation Centers (NOCs) by 20%, while cutting traffic loss by 8.4% year-on-year. Huawei does not stop at AI technology. Instead, it works with operators to build the Agentic Team and AI-adapted processes. Transforming from traditional process to a hybrid working mode that unites domain experts with digital employees. Meanwhile, domain experts design tasks and strategies, provide supervision and exception intervention, while digital employees automatically analysis, which result in both effectiveness and efficiency improvement.

At the end of his speech, Bruce Xun emphasized that for high-value innovation scenarios, Huawei helps operators build a leading advantage in Agentic Operations through the dual engines of Telco Twin and Domain Agentic Models. However, technology is only half the equation. To truly unlock the value of Agentic Operations, three actions must be implemented, optimizing workflows, organizing teams, and aligning incentives to the finial outcomes. These efforts will ultimately solidify the value and results achieved. We will collaborate with TM Forum and GSMA to jointly create a new era of Agentic Operations, enabling the industry to achieve prosperity and development.

MWC Barcelona 2026 will be held from March 2 to March 5 in Barcelona, Spain. During the event, Huawei will showcase its latest products and solutions at stand 1H50 in Fira Gran Via Hall 1.

The era of agentic networks is now approaching fast, and the commercial adoption of 5G-A at scale is gaining speed. Huawei is actively working with carriers and partners around the world to unleash the full potential of 5G-A and pave the way for the evolution to 6G. We are also creating AI-Centric Network solutions to enable intelligent services, networks, and network elements (NEs), speeding up the large-scale deployment of level-4 autonomous networks (AN L4), and using AI to upgrade our core business. Together with other industry players, we will create leading value-driven networks and AI computing backbones for a fully intelligent future.

For more information, please visit: https://carrier.huawei.com/en/minisite/events/mwc2026/