MTS predicted drastic changes in customer service and business model due to AI

The industry is moving from discussing investments in large language models to the practical application of AI agents. This was stated during the business session "Digital Platforms and Ecosystems 2030: What will the market be like?" at SPIEF 2025 by Rovshan Aliyev, President of MTS Ecosystem Group.

"Now it's more about practical application, about AI agents. And these agents, in practical terms, we believe, will significantly change both customer paths, customer service, and even some business models," Aliyev said.

He stressed that MTS is "on the verge of quite significant changes using artificial intelligence." According to him, more recently, business has focused on investing in language models, but today the focus is shifting to the practical implementation of AI solutions in business processes. "And these agents, in practical terms, we believe, will significantly change both customer paths, customer service, and some even business models from the format they are organized in today," Aliyev said.

AI agents (agents with artificial intelligence) are software systems capable of independently performing tasks, analyzing data, and making decisions without constant human involvement. Unlike traditional algorithms, AI agents can interact with users, adapt to changing conditions, and learn from their experiences. Such agents are used in automating customer service, optimizing business processes and creating new business models, significantly changing approaches to the organization of companies' work.