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Continuous CX optimization via AI-driven SOC over autonomous networks

URN C25.0.806
Topics Culture Transformation, Customer experience management, Open Digital Architecture (ODA)

Enhancing B2B and B2C customer experience with AI-driven SOC over autonomous fixed and mobile networks

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This project addresses the need for more efficient and customer-centric network management in the face of ever-growing complexity and demand. Building on two existing solutions implemented in separate operations by the champions (considered Phase 0), the catalyst evolves these initiatives and proposes extending this approach to a third operation. This progression is guided by TM Forum’s Closed Loop Automation principles, inspired by the OODA framework, and utilizes the Value Operations Framework (VOF) to measure the initiative's impact and value. The proposed solution enhances key performance indicators like CQI and NPS, prioritizing proactive improvements in end-user experience. By integrating real-time data analysis and AI-driven decision-making, it not only detects and resolves network issues but also anticipates and prevents disruptions before they affect customers. This innovative approach bridges technical efficiency with tangible customer benefits, providing actionable insights to operators while aligning network performance with user satisfaction. By focusing on user experience metrics as primary drivers for automation, the project redefines how telecom networks adapt to exceed customer expectations, ensuring long-term value and competitiveness. Through this evolution, the catalyst demonstrates how operational excellence can seamlessly translate into superior customer outcomes, setting a benchmark for modern network management.

Team members

Claro Brasil logo
Champion
Claro Colombia
Champion
Inetum logo
Iquall Networks Inc logo

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