The adoption of artificial intelligence (AI) is accelerating across the telecoms industry, with 88% of fixed broadband service providers now investigating or trialing AI automation to enhance their fixed broadband services, according to new research from Incognito Software Systems and Omdia.
Key use cases such as network monitoring, predictive maintenance, and resource optimization are at the forefront, driving significant cost savings and improving 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," said Gary Knee, CEO at Incognito. "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."
Key findings from the report include:
Observability and diagnostics present the most significant opportunities for AI
Nearly half of service providers (45%) cite network monitoring and troubleshooting as their top AI use case, followed by network provisioning (30%) and resource optimization (28%).
Top benefits of AI in network operations
Top benefits of AI in network operations include improved customer experiences and operational cost savings are the primary advantages expected by service providers.
Key KPIs for AIOps
When building business cases for AI, service providers are focused on customer experience metrics (e.g., reduced complaints, faster call handling, fewer truck rolls), network reliability (e.g., downtime costs, mean-time-to-repair), and operational efficiency (e.g., reduced errors, faster processes).
Partners are key for AI success
Service providers are relying on technology and OSS partners for AI projects, seeking guidance from vendors with proven solutions and industry expertise to develop effective implementations.
Methodology: The report is based on a global survey of service provider representatives and interviews with senior technology executives across Latin America, North America, Europe, and East Asia.
