AI-Powered Autonomous Network Operations for CSPs

Overview

A leading European Communication Service Provider (CSP), sought to modernize its expanding 5G and IoT networks through autonomous operations to address challenges from manual incident resolution, inefficient field services, resulting in inordinate delays, high costs and poor customer experience. Tech Mahindra, in collaboration with AWS, deployed our Autonomous Network Operations Platform (ANOP).More

A leading European Communication Service Provider (CSP), sought to modernize its expanding 5G and IoT networks through autonomous operations to address challenges from manual incident resolution, inefficient field services, resulting in inordinate delays, high costs and poor customer experience. Tech Mahindra, in collaboration with AWS, deployed our Autonomous Network Operations Platform (ANOP). Leveraging AI/ML and GenAI capabilities, ANOP transformed the CSP's Network Operations Center (NOC) with cognitive solutions for alarm management, intelligent troubleshooting, and automated incident resolution.

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Client Background and Challenges

The client serves millions through its mobile, broadband, IoT, and 5G offerings. While accelerating its 5G rollouts and expanding its IoT ecosystem to meet increasing demand, it faced challenges maintaining service quality and operational efficiency.

With 70% of tickets addressed manually, network engineers faced frequent reworks and deviations which led to service disruptions, prolonged resolution cycles and a high number of truck rolls per site. These adversely impacted Mean Time to Resolve (MTTR), created inefficiencies in field operations, increased network operating costs, and led to poor customer experience.

Our Solution

Our AWS powered ANOP is the core of our AIOps framework for transforming the NOC from manual, engineer skill dependent to automated, data driven operations. By fusing AWS AI/ML and GenAI services with TechM’s multi vendor network expertise, ANOP evolves the NOC to a cognitive state—and ultimately into a “Dark NOC.”

Using ANOP, we transformed the customers manual NOC into a cognitive NOC with the following capabilities:

  • Real‑time alarm optimization (historical correlation to pinpoint root causes and suppress dependent events)
  • A cognitive Resolution Advisor (Gen AI based contextual guidance and resolution steps and adaptive dashboards for NOC and field teams)
  • Automated incident ticketing (Gen AI validated, intelligent tickets from correlated events)
  • Field dispatch optimization (step‑by‑step guides informed by historical analysis)
  • Service‑resource correlation (AI/ML linking service and resource metrics for faster root cause resolution)

Business and Community Impact

TechM's ANOP helped the CSP elevate manual operations to a more innovative, semi-autonomous paradigm, with full autonomy achievable within 3-5 years. Key outcomes delivered:

  • Improved Ticket Creation Time: Reduced by 30%
  • Enhanced Mean Time to Resolve (MTTR): Improved by more than 50% through automation
  • Optimized Field Visits: Achieved significant efficiencies in field operations
  • Cost Reduction: Delivered 20% savings through optimized resource allocation and cloud-driven efficiencies
  • Scalability: Leveraged AWS cloud capabilities for flexible and scalable operations
  • Innovation Enablement: Streamlined processes to foster continuous technological advancements
  • Industry Leadership: Strengthened CSP’s position as an innovator in telecommunications
  • Future-Readiness: Established a robust foundation for ongoing digital transformation and 5G network expansion