India’s Department of Telecommunications (DoT) is spearheading a bold initiative to embed artificial intelligence into the next‑generation 6G network, aiming to transform how telecom operators serve customers. Secretary Neeraj Kumar highlighted that AI will enable real‑time, proactive support, turning passive complaint handling into predictive, personalized assistance that anticipates user needs before issues arise .
The vision centers on three key AI capabilities: predictive analytics, automated troubleshooting, and intelligent routing. By analyzing network traffic patterns and device behavior, AI can forecast outages, allocate bandwidth dynamically, and reroute connections to avoid congestion. This proactive approach promises near‑zero downtime and a smoother experience for users, especially during high‑traffic events .
Beyond technical performance, AI will reshape the customer‑service interface. Natural‑language processing bots will handle queries in multiple Indian languages, while sentiment analysis will gauge user frustration and escalate calls automatically. Integrated knowledge bases will give agents instant access to solutions, reducing resolution times and boosting satisfaction scores .
The rollout is part of a broader 6G roadmap that includes massive MIMO, terahertz spectrum, and edge‑computing infrastructure. DoT envisions a fully autonomous network where AI not only fixes problems but also optimizes energy use and security, setting a new benchmark for telecom excellence in India and beyond.
