Use of AI/ML to Telecom Service Delivery Model to Change the Customer Perception About Service Performance

Abstract

With the new technologies like 5G coming to the market, the complexity of the mobile network seems to increase inescapably the launch of new services which earlier were not into being with the older technologies. Technologies like software defined wide area networking (SD-WAN) and network functions virtualization (NFV) got introduced to meet the ever-rising customer expectation, whereas artificial intelligence/machine learning (AI/ML) got introduced to network functions to increase the service provider’s need to increase the intelligence of their network design and planning, optimization, day to day operations, etc. Continuous research is going on AI/ML techniques to make the communication networks and systems more scalable, controllable, and manageable to enable more autonomous operations. With the use of Al/ML into the network automation platforms, like open network automation platform (ONAP) can deliver efficient, time sensitive, and reliable service operations to enhance the service performance and thus resulting to customer satisfaction. However, while choosing the scenario analysis service providers need to be careful to not fall into trap of classical data analytics techniques like big data tools with different statistical analysis and a dose of marketing. Intelligent network is much more than that where intelligent network is able to predict the network outage and can automate the healing, can predict vulnerability threat to the network and can take the smart preventive action based on the type of the threats, etc. In this article, I am going to talk about how AI/ML can be scaled to change the telecom operation scenario in future to reduce the operational cost, increasing revenue, and customer experience.