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Accelerated service-centric autonomous network operations

URN C24.5.755
Topics Customer experience management, Fault management, Open Digital Architecture (ODA)

This Catalyst aims to provide a pragmatic framework for operation transformation which integrates processes, platforms, people (organizations) and technology.

The vision of Catalyst C24.5.755 is to empower champions in their Digital Transformation to Accelerate Service Centric Autonomous Network Operations (ASCANO) to meet their R.I.S.E (Revenue, Innovation, Satisfaction and Experience) differentiated business objectives: 1) Revenue: Revenue Loss Reduction (prioritize trouble tickets to minimise service traffic loss), New Revenue (monetize Customer Experience upsell ‘add-on’ packages, New Premium Transport Resilience B2B Latency as a service) 2) Technology Innovation: Leverage AI & GenAI (Generative AI) Co-Pilot, EDNS (expected demand not served) for service impact and service recovery and DTN (Digital Twin) for Multi-layer visualization, Service status analysis, Network simulation to enable Revenue, Satisfaction and Experience objectives. 3) Satisfaction: to stay ahead of competition in delivering high standards of Customer Experience (reduce churn, increase NPS, reduce customer complaints, increase first call resolution rate, and proactive customer care). 4) Network Experience Improvement: Network Availability Mean Time to Repair (MTTR) reduction and reduced OPEX for Fault Handling. Our solution for ASCANO incorporate the ODA TMForum AI-Native Telco Framework: 1)AI-Native Operations- Monitor and Handle Anomaly Event Value Stream for Cross Domain Closed Loop Automation. 2)AI-Native OSS and BSS – Use of Modular ‘Plug and Play’ Microservices Oriented AI Ready components Service & Network Incident Correlation, Network Recovery Automation and Service Restoration Workaround 3)Open Autonomous Infrastructure – OSS systems collaborate with EMS for autonomous close-loop resolution. Supported by NOC & SOC Collaboration for service-centric operations to remove silos, manual processes, inflexible architectures to streamline trouble ticketing unification, and multi-team convergence. Our proposal provides a pragmatic framework for operation transformation which integrates processes, platforms, people (organizations) and technology. Service-oriented business objectives are measured against metric/KPIs using the TMForum MAMA/Value Operation Framework (VOF) methodology. The Business Value Impact using the VOF methodology clearly shows the before and after innovative solution impact and quantified improvement in indicative and overall VALUE terms.

Resources

Hi, I would like to introduce you to our Catalyst Project: C24.5.755 Accelerated Service Centric Autonomous Network Operations. Slide 2: This Catalyst project empowers the CSP Champions to Accelerates CSP Digital Transformation Journey to Service Centric Autonomous Network Operations for Competitive Customer Experience, Operations Excellence and Revenue Growth. The Project Adopts the TM Forum 3 Missions for CSP Digital Transformation: 1) Composable & IT Ecosystem 2) Data & AI Innovation 3) Autonomous Network Operations. Champions STC Bahrain, Vodafone Turkey, Indosat Ooredoo Hutchinson and Hong Kong Telecom (HKT). Supported by Participants Innovative Solutions by Huawei, Hayat and Core9AI and integrate them into Autonomous Networks Slide 3: Traditionally O&M is based on Human approach (dependent on their knowledge and experience) to detect and resolve any network issues. This approach can not cope with the trend of more complicated networks, network SCALE and the demand for new network services in the future. We need to Transform from Network Centric to Service Centric to automate operations and to empower the Champions in their Digital Transformation to Accelerate Service Centric Autonomous Network Operations (ASCANO) to meet their R.I.S.E (Revenue, Innovation, Satisfaction and Experience) differentiated business objectives: 1.For HKT, how to leverage GenAI to foster Proactive Customer Experience Optimization? Focus on Reducing customer compliant volume and Improving FCR (First Call Resolution). 2.For STC, how to drive Dynamic VIP User Assurance to increase Revenue? New Revenue – Proactive Customer Experience Monetization 3.For IOH, how to leverage DTN to Improve Transport Resilience and Develop Latency-Oriented B2B Services? New Revenue - “Latency as a Service” and Reduced Traffic Loss 4.For Vodafone, - How to Prioritize Customer Centric Operations to reduce Revenue Loss and Drive Proactive Customer Care? Reduced Traffic Loss, Reduce Churn and Increase NPS Transformation redefines Business Processes and Customer Experience through the integration of different digital technologies (for Cloud Computing, AI, Big Data and Autonomous Operations). Slide 4: Discusses what TM Forum Assets are Used in the Catalyst Design. We use ODA (Open Digital Architecture) to simplify the design, modernize the build and automate the operation using 16 ODA standards for Service-Centric Operations. Across the dimensions Design, Build, operate we outline the problem statement and what assets support addressing the problem. Slide 5: Our Solution for addressing the champions challenges used the TMForum AI-Native Telco Framework: 1.The Top Layer for ‘AI – Native Operations’ for Monitor & Handle Anomaly Event Value Stream and Value Stream Stages for Awareness, Analysis, Decision and Execution for service centric network O&M Cross Domain Closed Loop automation. 2.The middle layer – “AI Native OSS and BSS” Use of Modular ‘Plug and Play’ Microservices Oriented AI Ready components TMFC041 Anomaly Management (Detector), TMFC043 Anomaly Mitigator and Service Restoration Workaround 3. The Bottom Layer for ‘Autonomous Infrastructure’ Autonomous Network Incident. Overall Service-Centric Network O&M, reprioritize the Cross-Domain E2E troubleshooting, Service Impact Analysis, and Service Restoration activities based on service & business impacts. Value Delivered shown by Champions on the right-hand side. Slide 6 STC POC 1: EVOLVE Towards AI Service Oriented Operation STC mission to EVOLVE from Network Centric to Service Centric supported by NOC & SOC & CRM Collaboration Platforms. EVOLVE stands for E(Experience), V(Value Platform), O(Operation Transformation), L(Leading Opportunities), V(Value Marketing), E(Effective Governance). This NOC, SOC & CRM Collaboration enables output VALUE to Monetize Proactive Customer Experience by increasing VIP ARPU through Churn Reduction 12%, Package Upgrade 24%, FWA User Growth 9%. Slide 7 STC POC 1: New Process Design & Automation VIP Customer Care NOC, SOC & CRM Collaboration created List of impacted users prioritized by VIP user due to RAN Site/Cell outages, KQI (experience) degradation detected on site together with the top XX worst user/cells. This triggers NOC Fault management, and SOC Service Quality management to analysis the service impact and gauge compensation using Algorithm and text compensation message to be issued to VIP customer. A Service Impact list sorted by VIP prioritization is notified to Customer Care Centre to be aware as VIP may call Customer Care Centre – Proactive Customer Care. Slide 8 IOH POC 2: Reliable Network by Service Oriented AI powered Operations Realized new Premium Revenue Latency as a Service B2B Business, TTM saving increased by 30%, MTTR reduced from 2 Hours to 10minutes, Major Incidents reduced by 82 % and Traffic Loss reduced by 8.4%. Proactive Service Impact Mitigation of B2B Private Lines enabled by AI Powered Operations, Digital Twin of IP Network and NOC/SOC/NDO (Network & Design Optimization). Digital Twin - Digital Map multidimensional view of IP status network topology, latency delay view and bandwidth view. Offering IP Service path auto optimisation (network interruption service recovery, congestion traffic load balancing and deterioration service SLA assurance) Slide 9 IOH POC 2: Realized 3 Business Values due to Innovation 1. Innovation & New Revenue Latency as a Service B2B, Innovation Planning & Provisioning Improvements = $0.84M/year plus New Revenue (Latency as a Service B2B) = $0.75M/year. Total $1.59M/year. 2. Satisfaction: Reducing Churn Subscribers (Affected User =39,525) & Revenue Assurance = $1.09M/year. 3. Total Revenue from Traffic Loss Savings for CRITICAL & NORMAL IP INCIDENTS = $1.1M/year Note a IOH Demo of B2B IP Digital Twin will be shown in the Catalyst booth. Slide 10 HKT POC 3: HKT Digital ISOC Co-Pilot GenAI POC Address Challenges for Seamless NOC-SOC Collaboration, drop Silos leading to Network Performance & Customer Experience Quality improvements. Real-time Event Monitoring & impacting Service Quality Analysis and Quantifying Digital Innovation using TMForum’ s Value Operation Framework (VOF) for the benefit of Investment Stakeholders to show ROI. The service-centric solution utilizes EDNS (Service Impact Analysis) and DTN (Digital Twin Network) to determine the best actions for rapid service recovery. It also incorporates GenAI CoPilot for ChatOps, leveraging the Pangu Model for Chain of Thought (COT). This approach streamlines anomaly detection and correlation for event identification and precise root cause analysis, ultimately enhancing Proactive Customer Experience Optimization. Increase Engineering FCR from 5% to 25%, Reduced Customer Complaint Volume by 15%, Secured Revenue Lost (Traffic Loss) = 10%, Reduce MTTR by 73%. Slide 11 HKT POC 3: Business Value of Co-Pilot GenAI based on VOF Modeling Lower CC Call Volume improvement by 20% between Before and After GenAI Solution(monthly) Value of Operation Efficiency, Service Loss Reduction, Potential Revenue Secured due to Churn (Yearly) leading to Total annual value of the co-pilot Intelligent Customer Complaint Management is USD 930.6 K Moreover, HKT has utilized the outcomes from the Value Operation Framework (VOF), as a predictive quantified value, serving as a crucial input for business cases submissions to seek approval for commercial deployment. Slide 12 HKT POC 3: HKT Co-Pilot GenAI POC Demo Note: There will be a demo of the HKT Co-Pilot Demo shown at the Catalyst booth. This is the flow of the CC AI Co-Pilot Demo: 1.Customer Complaint Acknowledged via Chatbot, 2.Co-pilot convert to LLM understandable Language for the machine. 3. LLM triggers fault simulation, enabling root cause analysis and assessing service impact and Compare vector database access with historical patterns. Co-pilot showcases the value of integrating GenAI with Operations, leading to significant improvements in efficiency, accuracy, and customer satisfaction. 4. Co-pilot translates to human-readable language to recommend Next-best Actions. The Co-pilot is an agent that assists Operations, while the Operations Expert remains in charge as the pilot Slide 13 VODAFONE POC 4: Service Oriented Operation: Innovative Solution: When a Network Fault is raised in the NOC(AUTIN) , the SOC(Smartcare) start a service impact assessment for affected users in the site/cell using the Smart Data Cube and Rule Engine to consume and correlate the SmartCare and AUTIN data. On the right-hand side is the deeper look at the flow of how these affected users are identified and passed back to the NOC to re-prioritize the Alarms based on Service Impact. Key Innovation is identifying the experience-based users based on Data KQI for Voice and Data. Comprehensive holistic view of whole site, affected site outage and the neighbouring cells are factored into the analysis. Flexible Rule engine for affected user experiences in different scenarios. Slide 14 VODAFONE POC 4 Service Oriented Operation: From Network to Service Centric Furthermore, the Work Orders sent to FMEs are reprioritized leading to fast experience issue/network fault identification (MTTR reduction) and Traffic Loss estimation. The affected user list is sent to the Customer Care (CC) centre for proactive customer care – information ahead of time of customer ringing CC centre leading to Churn Rate reduction, improved NPS. Lastly, when the site/cell is interrupted “service keep alive” solution is used to help migrate users with poor experience if possible to the neighbour cells to restore the service asap. Slide 15 VODAFONE POC 4: Interactive Demo Shows DaVinci Service Centric Operation, NOC-SOC Collaboration to support work order re-prioritization. As part of the 1st Storyline, the Network Alarms in the NOC are sorted by Critical and Major Faults. Then the engineer selects Service Impact Analysis using the SOC to generate the list of the affected users experience KQI based on Voice and Data. This affected user list is sent back to the NOC to reprioritize the Alarms based on priority weighting (for the site and number of impacted users). Next the engineer selects Auto Diagnose function to Root Cause the problem and if necessary Auto Dispatch the Work Order to the Field Maintenance Engineer (FME) who receives the notifications on their mobile app. In the 2nd part of the Storyline the Affected User List is sent to the Customer Care where Vodafone notify their Customer through their Customer App e.g. Vodafone ToBi App with a notification such as “Dear Customer, we apologize for the inconvenience cause by the failure of our base station. As a gesture of goodwill, we have provided you with 5GB of Free Data valid for 1 week. Thank you for your understanding” Slide 16 VODAFONE POC 4 Business VALUE of Intelligent Service Impact using VOF This slide shows the Business VALUE Before and After the Solution of the POC in the city of Izmir for 3milllion subs accounting for 12% of total subs. in Turkey, across the dimensions 1) MMT-Resolution, where a people were saved in OPEX leading to a b% and €c k per year savings, 2) Customer Complaints reduced number of calls by d k additional calls. Reduced OPEX by €e k per year, 3) Service Impact Total Traffic savings secured Revenue of €f k per year and 4) Customer Experience Impact g% Churn Rate reduction giving a secured customer lifetime value of €h k per year, with increased network NPS. Overall for the POC Total Annual VALUE of POC € i Million. Future value for whole of Turkey projected to be €j Million annually. Slide 17: KEY TAKEAWAYS – R.I.S.E Objectives & Business Impacts Summarises the differentiating Business RISE Objectives of the 4 Champions and evidence how those objectives were met with their POC. Mainly the Business Impact of NEW Revenue, Revenue Savings, Customer Satisfaction and Efficiency. Slide 18: KEY TAKEAWAYS – Innovative & Futuristic This slide focuses on the Innovation part of RISE Objective. Highlights the Pioneering innovation from the 4 Champions. For Vodafone it is the unique use of the Smart DataCube and Rule Engine to determine which Voice and Data service users have had bad experience after a site/cell outage. For HKT it is use of Chatbot Co-pilot to assist the Engineer Pilot seamlessly with Service and Network E2E operations management. For IOH it is the Digital Twin of IP Network for B2B New Latency as a Service Business. For STC it is the monetization of Proactive Customer Experience to reduce Churn, Upsell new offers and FWA User growth expansion.

Catalyst Presentation

Catalyst Presentation

Contact team

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Team members

Core9 Ventures Pvt. Ltd. logo
Hayat Communications Co. logo
Hong Kong Telecommunications (HKT) Limited logo
Champion
Huawei Technologies Co. Ltd logo
Indosat Ooredoo Hutchison logo
Champion
STC Bahrain logo
Champion
Vodafone Turkey logo
Champion

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