Huawei's Xun Su on the Value Stream Journey

Details: Staff Writer; Category: Consumer Ecosystems; 21 March 2025; 42573 views

All Intelligent Operations Enable New Growth

During MWC 25 Barcelona, Huawei held the Intelligent Operations Summit to bring together global carriers, industry partners, and industry organizations and discuss how carriers can upgrade their operations in the intelligent era, enabling new experiences and of course new growth.

Addressing the summit, Xun Su, President of Huawei Global Technical Service Dept, said: “In the next decade, operators will accelerate the intelligent operations process. By in-depth integration of digital twins and GenAI+Predictive AI, a new operations paradigm of ‘human + AI agent collaboration’ is built, and scenario-based value closure is implemented along the end user journey and carrier value stream.”

User Journey: Provides Rich Digital Intelligence Services and Improves E2E NPS Experience

Carriers are increasingly using AI to enhance their services, creating rich digital intelligence services to enhance their customers’ lives. In Africa, Huawei Mobile Money has benefited from AI integration, with customers now able to expand from mobile payments to other mobile financial services. By the end of FY 2024, Huawei Mobile Money generated more than US$900 million in mobile finance revenue. At the same time, operators are using digital twins and AI technologies to reshape the end-to-end NPS journey. In the Asia Pacific region, Huawei helps customers implement multi-agent collaboration, streamline processes and data breakpoints between AICC and SmartCare, reduce the user complaint rate by 30%, and improve the service NPS. In China, Operator has worked with Huawei to build a leading N-NPS network. The detractor is reduced by 20% and the NPS is improved by 8%.

Value Stream Journey: Build "3A" Best Cognitive Network to Monetize Differentiated Experiences

Using its pioneering network experience, Huawei has built a "3A" experience-based network to ensure real-time service awareness, KPI/KQI achievable, and differentiated experience assurance.

Converged data and AI are used to accurately identify user profiles, helping carriers recommend appropriate packages to users at an opportune time through relevant channels. This represents a shift from only monetizing traffic to monetizing experience.

For value scenarios and services, the spatiotemporal digital twin is used to transform from best-effort to differentiated experience assurance. Huawei helps carriers build optimal delivery drivers experience networks. In one quarter, 380,000 delivery drivers subscribed the package, and the revenue increases by 6%. Huawei uses the SRCON spatiotemporal digital twin technology to help operators build optimal live broadcast experience networks. The uplink rate experienced increases from 3 Mbit/s to over 5 Mbit/s.

Value stream journey: Upgrade the operations mode from cost center to value center

Richer service scenarios and more complex network architecture place higher requirements on network stability and operations. This means that the operations mode must be upgraded; its focus must shift from ‘people + tools’ to ‘people + AI agents’ to improve efficiency and effectiveness. Huawei has partnered with a carrier to build the Digital Intelligence Operation Center (DIOC), which combines NOC, SOC, and NPM to reduce traffic loss by 8.4%. Huawei FME (field maintenance engineer) copilot helps onsite maintenance engineers reduce unnecessary site visits and improve the MTTR by 30%.

Xun Su called on operators to seize the opportunities presented by comprehensive intelligence, embracing human-agent collaboration, real-time data awareness, and high-quality CoT (Chain of Thought). Answering questions as a chatbot is no longer enough – operators must use intelligent operations to resolve these questions by completing tasks. However, there must also be collaboration between people and AI agents, real-time data awareness, and a high-quality chain of thought (CoT) corpus. This approach will help to resolve questions and tasks.

The CoT capability of GenAI+ Predictive AI collaboration combines with the real-time simulation of digital twins to solve scenario-based problems and realize value closed-loop – i.e. creating value for operators. Operations should be service-oriented rather than network-oriented, and resolving issues relating to high-value services should be prioritized.

By implementing intelligent operations, telcos will be able to solve these scenario-based problems and realise closed-loop value, enabling new growth.