CX optimization via AI-driven SOC over autonomous networks
This Catalyst – championed by Claro Colombia, Claro Brasil, and
Libyana Mobile – showcases how an AI-powered SOC can predict issues
before customers notice, automatically resolve incidents, and align
network performance with customer expectations. Built on TM Forum Open
APIs, the architecture enables seamless interoperability, fast
integration in brownfield environments, and real-time automation.
It delivers a replicable framework – a modular, standards-based
blueprint adaptable across operations, domains, and technologies.
Designed for scalability, it accelerates autonomy through proven
patterns and automation models.
Why It Matters
Telecom networks are more complex than ever, yet customers demand
flawless connectivity and fast resolutions. Traditional NOCs fall
short of managing customer experience. Frameworks like TM Forum’s Open
APIs, Closed-Loop Automation, and MAMA highlight the need for
integrated, real-time, customer-focused operations. A customer-centric
SOC is key to resolving issues before they impact users, improving
satisfaction, and reducing costs and churn.
How It Works
The SOC collects data from all layers of the network — access,
transport, and core — and consolidates it through a cross-domain Data
Mediation Layer capable of handling diverse protocols and systems.
This enables a unified operational picture built from alarms, KPIs,
logs, and real-time performance.
But observability alone is not enough. The SOC enhances this picture
with customer-centric signals — such as QoE, crowdsourced metrics,
complaints, and churn risk — to understand not just what’s broken, but
how it impacts the customer experience and the business.
An AI/ML engine detects anomalies and predicts service degradations.
When issues arise, an intent-based automation engine maps them to
appropriate actions using TM Forum Open APIs, closing the loop with
continuous validation.
Key Benefits
* Proactive Customer Assurance: Identify and resolve service issues
before users experience them. By focusing on QoE and customer
context, the SOC elevates satisfaction and reduces inbound
complaints.
* Faster Time to Resolution: Intent-based automation enables rapid
remediation, decreasing MTTR and ensuring consistent service
availability.
* Reduced Churn Risk: With real-time insight into customer impact
and contextual business signals, high-value accounts are protected
from persistent quality issues.
* Operational Efficiency: Automation handles routine tasks, allowing
SOC teams to focus on strategy and innovation. The unified view
improves collaboration across digital operations, network, and
customer-facing teams.
* Scalable, Reusable Architecture: Built on TM Forum Open APIs and
aligned with the ODA and MAMA frameworks, the solution provides a
blueprint for autonomous operations that can be replicated across
CSPs.
Expected Outcomes
* Decrease in customer-initiated trouble tickets and care center
interactions.
* Improved perceived reliability, especially in high-ARPU segments.
* Increased Net Promoter Scores as customer disruptions become rare
and short-lived.
* Lower operational costs through intelligent automation.
* Industry-aligned reference architecture, validated by TM Forum's
Value Operations Framework (VOF), and designed to accelerate
autonomy adoption across telecom environments.
