Partner content: In the rapidly evolving telecommunications landscape, the challenges facing CIOs are significant
As the industry faces new opportunities, the integration of Artificial Intelligence (AI), analytics, and automation into Operations Support Systems (OSS) and Business Support Systems (BSS) is not just a technological upgrade—it’s a strategic imperative.
The imperative for transformation
A surge in data volume and complexity is underway, driven by 5G, the proliferation of connected devices and the expansion of the Internet of Things (IoT). To navigate this landscape, CSPs must adopt intelligent approaches to manage networks and IT infrastructures. AI and machine learning (ML) have matured from experimental technologies to essential tools, ripe for industrialization to significantly enhance operational efficiencies and business outcomes.
Realizing operational excellence: AI, analytics, and automation can transform CSP operations. By leveraging these technologies, CSPs can streamline processes, reduce costs, improve service experience, and optimize network operations. For instance, Ericsson Service Orchestration and Assurance enables and automates efficient handling of services across multiple domains, enhancing operational efficiency and customer satisfaction.
A tangible example of this transformation, Swisscom selects Ericsson to future-proof mobile network, leveraging Ericsson Expert Analytics. Powered by AI, Ericsson Expert Analytics analyzes and resolves potential subscriber issues in real-time to ensure unrivalled quality of service for users. By implementing the solution, Swisscom has improved service reliability and operational agility.
Here is an example of what Ericsson achieved for a Tier 1 US operator leveraging AI for order fallout detection and prediction.
Figure 1: AI, automation and analytics deliver better business outcomes
Source: Ericsson
Enhancing customer experience: In today’s competitive market, delivering superior customer experiences is paramount. Advanced analytics tools empower CSPs to leverage growing volumes of data for actionable insights relating to network performance and customer usage patterns. This proactive approach allows CSPs to anticipate and address potential issues before they impact the customer experience, leading to improved service quality and reduced operational costs.
Ericsson Expert Analytics platform is a testament to this capability. By continuously measuring the perceived subscriber experience across mobile networks, CSPs can gain insights into network performance from various perspectives, such as location and device. This data-driven approach enables CSPs to optimize network resources and enhance the overall quality of service. Australia’s, TPG Telecom uses Ericsson Expert Analytics: Advanced troubleshooting capability with smart data collection enabled by AI to quickly identify root cause of issues for resolution.
“EEA gives TPG the ability to provide actionable behavioural insights to predict, prioritize and resolve customer impacting events. Going forward, we know that this is going to meet our customer needs and it’s going to be a great foundation for us to build upon for other areas of the network, as we grow.”
Chris Tsigros, General Manager Cloud Infrastructure and Network
Source: TPG Telecom: improves service experience – Ericsson
Driving Business Growth: AI is not just about operational efficiency; it’s a catalyst for business growth. By harnessing AI-driven tools such as personalized recommendations and predictive analytics, CSPs can deliver tailored customer experiences that foster loyalty and drive new revenues. Intelligent customer insights identify up-sell and cross-sell opportunities. This is one of many capabilities in Ericsson’s portfolio of Telco IT AI apps, a powerful suite of AI-driven use cases designed to elevate BSS system features with actionable insights.
Intelligent invoice anomaly detection and usage analysis for charging and billing enable CSPs to optimize their financial operations and enhance customer satisfaction. AI powered next best offer, similar next best offer, intelligent churn management, similar interest recommendation, and intelligent customer segmentation empowers CSPs to refine marketing strategies, deliver targeted offerings, and unlock new revenue streams.
While the benefits of AI, analytics, and automation are clear, challenges remain. Building trust in AI-driven decisions, ensuring data quality, and overcoming legacy system limitations are critical hurdles that CSPs must address. Ericsson OSS/BSS Solutions and OSS/BSS Services are key enablers to overcome these challenges, helping CSPs prioritize and implement use cases, assess operational maturity, and establish governance frameworks for AI and automation transformations.
Business intents fulfilled by AI-enabled OSS/BSS
Intent-based operations take clear statements of what a CSP wants the network to achieve as input. These intents are then interpreted by an intent-based system that manages the network to meet that goal. Leveraging AI and ML technologies, these capabilities enable networks to adapt to changing demands and conditions in real-time, offering a more responsive and adaptive telecommunications infrastructure. By dynamically allocating network resources, intent-driven networks can be steered from high-level business intents down to actions within the network’s lower layers. This is realized by implementing reasoning components and knowledge management, starting with one domain, and scaling up to work across multiple domains.
AI, automation, and analytics address CSPs’ most critical challenges, managing complexity and enabling greater varieties and volumes of use cases to thrive. The vision is to achieve zero-touch network operations, driven by various business intents, enabling CSPs to operate more sustainably in the era of differentiated connectivity.
What are the areas where you can use AI to secure…
…operational efficiency?
- Resource utilization
- Faster site acceptance
- Mean time to repair (MTTR)
- Auto incident detection
- Service degradation prediction
…customer experience?
- Customer experience insight
- Improved time to content
- Availability
- Net promoter score (NPS)
…business growth?
- Intelligent order fulfillment analysis
- Next best offer
- Average revenue per user (ARPU)
- Campaign efficiency
- Revenue leakage
Now is the time to evolve OSS/BSS
Embracing AI, analytics, and automation is not just an innovation imperative; it’s a strategic necessity to enhance the capabilities of OSS/BSS and drive tangible business outcomes. By investing in these technologies, upskilling the workforce, and fostering a culture of innovation, CSPs establish a firm foundation for sustainable growth in the increasingly digital age.
As the telecommunications industry continues to evolve, the integration of AI, analytics, and automation into OSS/BSS is transforming how CSPs can operate and engage with their customers. By leveraging these technologies, CSPs can enhance operational efficiency, improve customer experiences, and drive business growth. For CIOs, leading this transformation is both a challenge and an opportunity. By embracing these advancements effectively, organizations set themselves up for success in a dynamic and competitive market environment.
CSPs can unlock the full potential of data, deliver superior service experiences, and thrive in the digital age. The future of telecommunications is here, and it’s powered by AI, analytics and automation.
A recent eBrief on the topic of artificial intelligence, analytics, and automation in OSS/BSS highlights in the importance of revolutionizing CSP operations and offers strategies to capture new revenue. It also explores how Ericsson’s Business and Operations Support Systems (OSS/BSS) products and services can enhance business processes and daily operations. As CSPs evolve OSS/BSS and revamp operations to become more data-driven, it is crucial to optimize service quality and customer experience. Helping address many optimization aspects, Ericsson OSS/BSS Solutions and OSS/BSS Services are key enablers for AI-driven operations.
Authors
Ravindra Anantapur
Operational consulting manager
An Insightful AI operational consultant with more than couple of decades of experience in Telecom consulting, Technology, System Integration, Pre-sales, OSS/BSS solutions and Operations across wireless, wireline domains.
Talented consultant committed to developing staff, policies, and processes for enhanced business operations and transformations. Over the time acquired and demonstrated 360-degree skills from field operations to 5G, AI/ML, Cloud and Automation consulting, and services capabilities.
Diligent Telecommunications Analyst accustomed to monitoring industry trends and emerging technology to improve telecommunications. Holding both academic and industry reputed certifications in Telecom, Cloud, OSS/BSS etc.
LinkedIn: https://www.linkedin.com/in/ravindra-anantapur/
Email: ravindra.anantapur@ericsson.com
Rayane Chahine
Solution Marketing Manager OSS/BSS
With 16 years’ telecommunications industry experience, Rayane Chahine has contributed to several strategic digital transformation projects. At Ericsson, Rayane served initially as a consulting manager contributing to cross-domain initiatives driving the delivery of Enterprise Architecture framework and industrialization programs. Rayane was lead on the 5G and IoT use case and business model design driving collaboration of various teams from design to implementation. Rayane is now part of Business and Operations Support Systems Solution Marketing working on strategies to influence and position the Ericsson brand, products, and services to customers and the market.
Linkedin https://www.linkedin.com/in/rayane-chahine-11007910/
Email: rayane.chahine@ericsson.com