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Telefonica and Huawei testing AI to drive quality of experience

Telefonica has opened three new service operations center to trial intelligent network management

Spanish telecommunications giant Telefonica has deployed three dedicated Service Operations Centers (SOCs) in Argentina, Chile and Germany to test AI-based intelligent network management.

The European telco launched the new centers using Chinese vendor Huawei’s Smartcare SOC solution.

Telefonica said this deployment is the first step of a project which will enable the telco to capture, in real time, the true quality of customer service experience, at this stage, in mobile services only. With this project, Telefonica will have the ability to understand, manage and assure customer experience. This will lead to improved operational efficiencies and customer satisfaction and loyalty, the operator said.

Service Operations Centers use the anonymous, aggregated network and customer information that enable the company to anticipate possible incidents and black spots, among other things. In this way, proactive actions can be identified and applied to guarantee better use of services, predictive maintenance, network optimization and effective responses to customers facing technical issues.

Huawei SOC’s solution provides Per Service Per User (PSPU) visibility of customer experience, which identifies and fixes faults before they become a problem for the customer, reducing complaints and churn.

The Chinese vendor will support Telefonica not only with the deployment of its Smartcare platform, but also with the launch of the operational transformational program including the processes definition and first year of operation.

“These SOCs are the first step in bringing customer experience to the next level. In the near future the application of Artificial Intelligence to networks will maximize capacity and solve any problems before end users even notice anything,” Telefonica’s Global Chief Technology Officer, Enrique Blanco, said. “The final objective is to manage the network automatically to avert any potential problems. Machine learning is also becoming critical as operators virtualize their infrastructure: networks are becoming dynamic and exponentially more complicated to manage as the control is delegated to the network’s edge.”

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