Ericsson has launched Differentiated Support, a solution that integrates on-site agentic AI capabilities into operations. This offering is designed to help communications service providers (CSPs) improve service quality, operational efficiency, and create new revenue opportunities.
Differentiated Support is part of Ericsson’s Intelligent Support portfolio, which also includes Entry Support and Network Support. The portfolio provides CSPs with tools to advance digital transformation and optimize their support services.
As network demands escalate, service providers require agile, modular, and future-proof solutions. Differentiated Support addresses this need with its modular design, enabling customers to pick and choose services tailored to their unique network needs.
Drazen Jarnjak, Vice President and Head of Service Area Networks, Business Area Networks, Ericsson, says: “Differentiated Support is a new standard for network evolution. With Agentic AI at the center of it, we give service providers the intelligence and flexibility to unlock new revenue and run smarter, more efficient operations.”
Ericsson’s estimates indicate that Differentiated Support offers substantial benefits, such as reducing ticket creation effort by up to 80 percent – streamlining the process from hours to just minutes. It also speeds up incident resolution by as much as 70 percent, significantly minimizing the time the network remains in a faulty state. Furthermore, it shortens the time needed to identify security threats and breaches by up to 50 percent. Together, these improvements simplify operations and strengthen network resilience.
Key features and other benefits of Differentiated Support
Agentic AI on-site: Innovative AI-driven troubleshooting and network optimization for superior service quality.
Modular and Co-Creation: Flexible, pick-and-choose support services that adapt as CSPs’ needs evolve.
Supports differentiated connectivity and Open RAN. Future-ready for diverse deployment scenarios and security standards.
Operational efficiency and growth enablement: Designed to improve capital utilization and support new revenue-generating business models for CSPs.
The product announcement coincided with today’s Ericsson’s pre-Mobile World Congress (MWC) media and analysts briefing in London, where the company also launched AI-ready hardware and software solutions.
