AI is transforming the telecoms industry and is now crucial for staying competitive, driving innovation and delivering exceptional customer experiences. AI accelerates the development of services, such as IoT, AR, VR and 5G-enabled solutions. It also improves network performance, predictive maintenance and resource allocation, leading to better connectivity and new AI-powered products such as Deutsche Telekom’s recently launched AI phone.
And this is just the beginning: research by Global Market Insights from 2025 predicts that AI in telecommunications will be worth more than $45 billion by 2034.
Customer care accounts for nearly half of telco AI deployments tracked by GSMA Intelligence in research from 2025, through the likes of AI-powered chatbots and personalised recommendations.
However, such technology can go even further, helping handle technical operations, automate customer care and personalise services.
That’s why T Wholesale has introduced several AI functions to its popular digital service offering, including those in its dedicated Digital Services portal.
Launched in October 2024, the portal provides a simple interface to access services such as international and mobile numbers, workflow automation, communications-platform-as-a-service (CPaaS) capabilities, mobile identity and network APIs, rich business messaging, digital service apps, and a portal-as-a-service white-label option.
With a single sign-in, customers can easily buy, use and resell services, as well as manage their users, API credentials, invoices and documents, and raise support tickets. The additional powerful AI-enabled capabilities now offered by the portal span both customer experience and service use.
Improving front and back-end experiences
To enhance the customer experience, AI features such as a chatbot and a soon-to-be-launched mobile identity assistant guide developers, partners and other stakeholders efficiently through the platform’s capabilities, shortening resolution time.
Reflecting the experience that digital services companies and hyperscalers offer their own customers, the portal offers faster onboarding, responses to common queries, and personalised guidance for discovery, implementation and troubleshooting.
Furthermore, the AI-based mobile identity assistant will speed up the compliance process with national regulations.
To further enhance the performance of its products, T Wholesale is exploring AI-driven workflows that can efficiently analyse, summarise and categorise any content, adding more value. These can be integrated with customers’ own large language models (LLMs) or T Wholesale’s business GPT offering.
These new capabilities can help users to build their own AI-augmented communications workflows, such as real-time translations, AI-driven scoring of customer leads or trouble-ticket summaries.
Expanding AI in digital services
T Wholesale’s CPaaS service will soon offer virtualised conversation ― an AI-powered service that enables contact centres to transform dialogue with customers into business intelligence through AI-ready digital records.
The company is also working on a dedicated MCP server that will make its APIs available to LLMs and AI agents. This is especially important because the use of APIs by AI agents will grow to 30% of traffic hitting external APIs by 2029, up from less than 1% today, according to Gartner research shared in 2025.
These functions significantly expand the digital capabilities that customers can access, thanks to easier integration with business tools and smarter use of conversation data.
A future-ready partner
T Wholesale’s digital service portfolio is the first of its kind in Europe, enabling customers to monetise a wide range of use cases in the realm of identity services, connectivity and the cloud.
For additional peace of mind, all digital services are deployed and operated from within the EU, meaning they adhere to the highest data protection standards. T Wholesale also provides dedicated support, assisting customers from first contact to development, deployment and ongoing operations.
