New Incognito report reveals an acceleration in the adoption of AI within the telecoms sector, with 88% of fixed broadband service providers now actively investigating or trialling AI automation to enhance their services. This surge in AI adoption focuses on key use cases such as network monitoring, predictive maintenance, and resource optimization, which drive substantial cost savings and improve customer experiences.
“AI is no longer just a buzzword, it’s a critical enabler for service providers as they look to automate operational processes in an effort to establish more efficient, high-performing networks. By understanding how AI is driving tangible benefits today, service providers can better define their strategies, focus on the right areas of investment, and choose the right solution partners to accelerate their network journey,” said Gary Knee, CEO at Incognito.
Redefining network operations
The research highlights the growing role of AI in transforming network operations. Based on a global survey of service provider representatives and interviews with senior technology executives across regions including Latin America, North America, Europe, and East Asia, the report offers a comprehensive view of the top use cases, benefits, and strategies shaping the adoption of AI-driven automation in network operations.
Nearly half of service providers (45%) identify network monitoring and troubleshooting as their top AI use case. This is followed by network provisioning (30%) and resource optimization (28%), focusing on improving network visibility and operational efficiency.
Operational cost savings
Enhanced customer experiences and operational cost savings are the primary advantages of AI adoption in network operations. Service providers can reduce downtime and respond more quickly to network issues by automating tasks such as network monitoring and predictive maintenance, improving service reliability and customer satisfaction.
Additionally, when building business cases for AI-driven operations (AIOps), service providers prioritise customer experience metrics (such as reduced complaints, faster call handling, and fewer truck rolls), network reliability (focusing on minimising downtime costs and mean-time-to-repair), and operational efficiency (highlighting reduced errors and faster processes).
Service providers also emphasise the importance of collaborating with technology and OSS partners for successful AI projects. They seek guidance from vendors with proven expertise and solutions to help implement effective AI strategies to drive meaningful network management outcomes.