Driving network incident resolution with AI agents and LLMs
Driving network incident resolution with AI agents and LLMs
Publish Date: 2026-03-30 05:30:00
Source Domain: www.telefonica.com
Operating the network is becoming more complex every day due to the huge number of elements and the massive generation of alarms. Thanks to the AI and the ML, is possible to correlate the information to obtain a common Root Cause and identify quicker the origin of the issue. Also, thanks to the LLM’s and chatbots is possible to interact with the network and make questions to obtain help for the alarms and incidents analysis.
In the context of the ANJ Program, that aims to implement autonomy and automation of the networks, in Telefonica some initiatives are being implementing based on LLM’s and Gen-AI to obtain information that the operator needs to analyze and resolve an issue.
AI in Operation Process: Agents for incident analysis
The usage of LLM based on agents, that act like expert in some knowledge area, make possible the implementation of operational chatbots that the operators can use to interact with the networks using natural language and obtain the needed information to analyse or resolve incidents. This makes more agile the operations process, by analysing all the information using different techniques (e.g. RAG, vectorization, etc), and giving a quick and precise answer.
By using chatbots in operation, is possible to obtain detailed information about an issue, if it is related to other existing incidents, details about previous resolutions of similar failures, etc. It is expected that with the integration of orchestrators with agents, it will be possible to execute intents and closed-loop actions directly over the network. Additionally, by using AI to perform analysis, it helps to efficiently identify and find the root cause of the incident.
Use Case in Germany: Troubleshooting Agent for analysis of incidences
In Telefonica Germany, they are developing several initiatives based on LLM and AI-agents for incident analysis that can help to the NOC operators to analyze and resolve the incidence.
Within this topic, in Telefonica Germany have developed…
