Driving High Performance for Telcos with AI and Automation

MYCOM OSI recently unveiled new AI and GenAI capabilities for 5G performance. How important is this innovation?

AI is fundamental to our growth, and our customers’ growth. Without AI and GenAI technologies, CSPs will face difficulties in predicting network hotspots, capacity utilization, and revenue-generating services in real time. AI and GenAI will help CSPs cut down operational expenses, monitor networks for greater revenue, and improve customer experience, ultimately improving churn and retention.

This reflects Gartner’s prediction that, by increasing levels of integrated AI/ML and GenAI, efficiency and outcomes will improve for CSPs. Gartner estimates that generative AI software spend will rise from 8% (expenditure in 2023) to 35% by 2027. Additionally, 59% of CSPs consider ‘AI/ML for observability of operations and networks’ a very important use case.

According to Analysys Mason, by leveraging advanced data analysis techniques and automation, operators can streamline routine tasks, improve efficiency, and enable proactive issue resolution. By 2027, GenAI spending by CSPs will hit USD 800M.

We have been cognizant of these high growth trends, and proactively launched predictive AI capability through our application, AInsights. More recently, our generative AI offering, GenAie, is delivering significant results for some large CSPs, and more deployments are in the works. These include supporting engineers in predicting network anomalies in a highly variable traffic environment and offering generative-AI-based conversations, with the network identifying high revenue potential areas to help business users drive new service strategies.

What is MYCOM OSI’s vision to support the current CSP drive to build and run autonomous networks?

As networks become more complex and critical, building an autonomous network to deliver high levels of customer experience is important for CSPs to compete and survive. It is also obvious that a network that can automate its operational processes can reduce significant cost. Our mission at MYCOM OSI is to support the evolution of autonomous networks through our AI/automation solutions by supporting industry bodies, such as TMF, along with our champion customers. Our vision is to deliver custom automation solutions that can reduce the time to deliver a zero-touch operation center for the CSP. This is no longer an aspiration; it is a near-term reality!

As a recent example of our automation achievements at a large 60 million subscriber network, we automated over 600K hours per year of consumer service operations, which led to over USD 3M in cost avoidance per year. Due to a 97% reduction in alarm handling time, our customer saved over USD 2M per year and improved customer experience. Auto ticketing the enterprise’s services yielded a 90% reduction in incident handling time, and USD 1.2 M savings per year. These are just some of the benefits that our customers have begun to realize.

There is more to come, as we help the networks transition from Level 3/Level 4 highly autonomous networks to become Level 5 fully-autonomous networks.

From an expert perspective, how does MYCOM OSI anticipate the telco network and service performance evolution to cater to customers’ digital demands?

Delivering high levels of network and service performance is key to the success of consumer and enterprise digital services. Without guaranteed performance or an SLA, a CSP will struggle to provide the confidence required by its customer.

Importantly, our new solutions give the commercial functions (B2B and consumer sales/marketing) insight into the network (which has been hard to obtain in the past) in real time through our Executive Dashboards, AInsights, GenAie applications, and our newly-developed mobile app for the C-suite. We also build the essential capabilities of network and service monitoring, which creates visibility and transparency across the service performance reports, dashboards, and enterprise portals.

Running and managing the network autonomously is the foundation of delivering the customer experience; however, accessing the data in the network and putting this into the hands of the business users in the CSP, and ultimately the end customers, is the game changer to deliver an amazing customer experience.