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What we covered
Telcos have automated their support flows for years. The session is about the specific line where automation stops being a decision tree and starts being an agent, and what has to be true of your systems before crossing it.
- The shift from rules-based automation to agents that decide their own next step.
- The Google Cloud AI stack as it applies to telco, and a high-level agentic architecture to hang it on.
- Building agentic voice solutions: the pieces, and how they connect to the systems a telco already runs.
- Three case studies, worked through end to end: support resolution without a handoff, an AI ticket prioritisation agent, and a voice booking agent for Sri Lanka Railways.
- Localisation, and why an agent built for the Sri Lankan market is not the same product as one built elsewhere.
- A live demo across Vertex AI, ADK, and the A2A protocol.
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