Embracing Digital Intelligence and Accelerating Operations Transformation with Telecom + AI

Embracing Digital Intelligence and Accelerating Operations Transformation with Telecom + AI

At MWC24, Huawei brought together global carriers, industry organizations, and academics at the Digital Operations Transformation Summit 2024 to discuss how carriers accelerate digital operations transformation.

Bruce Xun, President of Huawei's Global Technical Service Dept, said, "The ’Telecom + AI’, formed with telecom cognition, digital and AI, will bring new operations mode and new service growth to carriers, creating tangible business value."

Telecom + AI: Accelerating Transformation from Telco to Digital Intelligent Service Provider

AI has become a technology hotspot sweeping the globe. When it comes to unleashing the full potential value of AI, carriers have unique advantages based on ubiquitous connections, over 100 billion data records per day, billions of entries of telecom knowledge, decades of telecom operations experience. “Digital twin + AI” can create new operations mode, and “Converged data + AI” can drive new service growth. The in-depth collaboration of telecom and AI will accelerate carriers' transformation to digital intelligent service providers.

Digital Twin + AI: Creating New Operations Mode Along the Customer and Employee Journey

Along the customer journey, each operation activity focuses on customer experiences, which drives the evolution of the operations mode from network- oriented to customer- and service-oriented. Every customer can perceive the value brought by the new mode. Huawei has developed the innovative SOC + NOC intelligent O&M solution with a carrier in Asia Pacific, where O&M activities were planned, prioritized, and executed according to the actual impact on the customer. This has reduced traffic loss by 15% on average.

Along the employee journey, the new operations mode will empower every employee by providing each of them Copilot to help them improve both efficiency and effectiveness. Xun shared many Copilot best practices for different employee roles. For example, broadband on-site and cross-selling engineers can use Copilot to accurately locate faults and solve 85% of the issues within 30 minutes. This improves the success rate of cross-selling by 10%. With assistance of Copilot, agents in the Contact Center can gain an in-depth understanding of customer requirements and satisfy customers with one-stop solution. This improves the FCR (first call resolution rate) by 30%.

Converged Data + AI: Driving New Service Growth from Connectivity as well as Beyond Connectivity

Connectivity services are the core business of carriers. Utilizing AI to analysis massive operation data, carriers can provide personalized, precise, and convenient services, maximize network monetization through multi-dimensional product design and on-demand marketing. In addition, new growth ecosystems can be built through new products, platforms, and devices. For example, intelligent payment and micro-finance solution can improve the performance of carriers' mobile finance services. In 2023, Huawei supported a carrier in Ethiopia doubled the Average Revenue Per User (ARPU) of Mobile Money and increased the total revenue by seven times.

Xun emphasized that “Telecom + AI” will accelerate carriers' digital operations transformation. Telecom cognition is the core which includes telecom knowledge, decades of experience, and best practices. Digital is the cornerstone which includes high-quality data with suitable platforms and sufficient digital talent. AI is the accelerator which contains discriminative AI and GenAI. Combination of the three key factors will accelerate digital operations transformation and achieve breakthrough to create enormous business value.

Over the past year, Huawei has released best practices of digital operations transformation for various scenarios by working with global carriers. These practices have supported carriers achieve operations excellence, deliver ultimate user experiences, and increase the revenue from new services. Currently Huawei Services has over 20,000 experts, including more than 200 AI and data scientists. In the transformation projects, we supported global carriers implemented data governance from single-domain data to converged data to digital twin, as well as knowledge governance from documents to knowledge to high-quality corpus and vector data base. Huawei continues to make long-term investments in digital operations transformation in which we will explore, innovate and build best practices in hundreds of transformation projects.

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