AT&T built an AI system to prevent network outages. It reduced customer downtime by more than 12 million hours.

AT&T AT&T's EEIM system uses AI to predict and manage network issues for millions of customers. In 2025, AT&T added AI agents to enhance customer interactions and outage resolutions. AT&T's proactive AI system prevents millions of service dispatches and reduces customer downtime. For AT&T , keeping its 145 million wireless and 16 million broadband customers online is a top priority. A 20-minute outage can be costly for the telecommunications giant, which credits customers' bills when they temporarily lose service . Typically, outages are highly localized and don't generate such national attention, but in rare instances, they can affect millions. In February 2024, a major wireless outage at AT&T blocked more than 92 million voice calls and over 25,000 attempted 911 calls, according to a report published by the US Federal Communications Commission.