Intelligent Support

Trusted, actionable intelligence – powered by agentic AI.

Support like never before

As the hero of Ericsson’s Intelligent Support portfolio, Differentiated Support delivers modular, near real-time, trusted decision intelligence using agentic AI. It offers the network support required to launch and operate differentiated connectivity, mission critical services, and advanced network use cases that demand higher levels of data correlation, analytics, pre-emption, and near-real-time reporting.

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Differentiated Support provides precise intelligence that is both modular and flexible. This enhanced level of network support ensures advanced use cases for mission critical customers, an end-to-end service view for network slices, advanced multi-vendor solution troubleshooting, and many other capabilities which were not previously possible due to scale and complexity. This capability is co-created through deep collaboration with Ericsson, using our extensive global knowledge base.

At the heart of our story is agentic AI, which empowers service providers to realize their ambitions, launch more services, and lead the industry.

Differentiated Support is built around three key features that enable trusted intelligence and flexible adoption:

Multi-agentic AI

Raw network data is turned into trusted decision-making intelligence, enabling faster troubleshooting, and autonomous recovery at scale.

Modularity

Differentiated Support is modular and flexible, allowing service providers to start small, build trust, and expand capabilities at their own pace as new services are introduced.

Co-creation

The support is co-created through deep collaboration with Ericsson, combining service providers’ ambitions with Ericsson’s global knowledge base to design and refine capabilities over time.

News article

A hexagonal diagram shows that multi-agentic AI, modularity and co-creation come together to make Differentiated Support

Differentiated Support offers the boldest and most innovative service providers with something brand new: trusted intelligence powered by agentic AI.

A young man is at an interactive exhibition experience using his mobile phone and wearing headphones

A graphical image shows Differentiated Support reduces investigation time by 50%, issue resolution by 70%, and ticket creation time is reduced.

Opex reduction

Tickets are created faster and instant responses are increased, with time improvements of 60–80 percent, which frees up time for service providers’ operations teams.
Automated testing predicts and fixes hardware faults remotely, with false hardware fault alarms cut by 20–30 percent.

Revenue possibilities

Differentiated Support provides a starting set of capabilities to launch new services, which can be further enhanced and customized through co-creation with Ericsson.
Service providers can start small, build trust, and expand at their own pace thanks to the modular nature.
Existing services are strengthened while enabling new ones to be launched successfully and quickly in the market.
With clear visibility and fewer surprises, service providers can work more efficiently and confidently as services are proven.
Risks are minimized in multi-vendor scenarios.

Network ecosystem resilience

Issues are detected before they impact customers and resolution time is cut by up to 70 percent.
Service providers gain a real-time, microscopic view of the network status – and what to do about it.
More reliable connectivity is ensured, no matter the use case.
There is a 50–70 percent faster isolation of faults by slice/region and 20–30 percent better SLA compliance for premium enterprise slices via real-time, location-aware monitoring.

Regulations and security

Delivery from resources from selected countries and data storage locations ensures alignment with country-specific regulations
Service providers can defend their networks against advanced persistent threats with continuous identification of vulnerabilities, paired with proactive mitigation measures.
Recovery of incidents is improved, including root-cause investigation at the network level for security threats and breaches, and root-cause investigation time is reduced by half.

The big picture of Intelligent Support

Agentic AI and the launch of differentiated connectivity make it possible for service providers to create service differentiation and tap into new revenue streams. It takes a powerful level of network support to launch these new services. So, this is no traditional network support service. The Intelligent Support portfolio provides a range of support tiers, with Differentiated Support at its highest level for the most advanced service providers.

The portfolio also includes Network Support – a comprehensive and customizable option to suit the complex needs of most service providers, as they can pay for what they need by selecting the best-suited modules. Using AI agents, it’s about the outcome, and results are measured with enhanced SLAs to ensure accountability.

Graphical diagram shows the three levels of the Intelligent Support portfolio which are Entry Support, Network Support and Differentiated Support.

5G stand alone

Unlock the full commercial & technical benefits of 5G with 5G SA Support across radio, core & transport, and growth beyond best effort mobile broadband. Support the ultra-low latency, high reliability, and network slices (multiple virtual networks on the same physical infrastructure) for both consumers and enterprises.

Multi-technology networks

Unified support for coexisting mobile network generations. Comprehensive support spanning 2G, 3G, 4G, and 5G across radio, core, and transport domains, enabling efficient operations, lifecycle optimization, and controlled evolution toward advanced 5G capabilities.

Cityscape with graphic overlay representing connectivity.

Open RAN

Open RAN enables increased automation and faster service innovation, while introducing new operational complexity across multi-vendor, multi-stack environments. Ericsson addresses these challenges through advanced Open RAN support capabilities, using ML/AI-based analytics and troubleshooting to accelerate fault isolation and root cause analysis across the network.

Differentiated Connectivity

The ability for service providers to differentiate connectivity services — for example, by offering latency guarantees, priority handling, enhanced security, immersive experiences, or connectivity tailored to specific situations, locations, or application categories. Operating multiple network slices over the same physical infrastructure creates new monetization opportunities while also introducing additional operational complexity. To address this, Differentiated Support combines Agentic AI–driven troubleshooting, customized Service Level Agreements, a modular service model, solution co-creation, and dedicated support teams to directly support CSP business objectives.

Two firefighter looking at a fire in a building.

Mission critical networks

Ericsson Support Services ensure trustworthiness in all dimensions enabling reliable, secure, and easy operations while optimizing Quality of Experience. Mission critical networks have high demand on resilience and cover areas of public safety, defence, railway, power grid etc. Learn how Ericsson’s support services detect and resolve problems with speed and accuracy and predict and pre-empt network issues, addressing critical performance to achieve high availability and reliability.