Skip to main content

AI Is Revolutionizing Network Operations for Service Providers

The adoption of artificial intelligence (AI) is accelerating across the telecoms industry, with 88% of fixed broadband service providers now investigating or trialing AI automation to enhance their fixed broadband services, according to new research from Incognito Software Systems and Omdia.

Key use cases such as network monitoring, predictive maintenance, and resource optimization are at the forefront, driving significant cost savings and improving customer experiences.

"AI is no longer just a buzzword, it's a critical enabler for service providers as they look to automate operational processes in an effort to establish more efficient, high-performing networks," said Gary Knee, CEO at Incognito. "By understanding how AI is driving tangible benefits today, service providers can better define their strategies, focus on the right areas of investment, and choose the right solution partners to accelerate their network journey."

Key findings from the report include:

Observability and diagnostics present the most significant opportunities for AI

Nearly half of service providers (45%) cite network monitoring and troubleshooting as their top AI use case, followed by network provisioning (30%) and resource optimization (28%).

Top benefits of AI in network operations

Top benefits of AI in network operations include improved customer experiences and operational cost savings are the primary advantages expected by service providers.

Key KPIs for AIOps

When building business cases for AI, service providers are focused on customer experience metrics (e.g., reduced complaints, faster call handling, fewer truck rolls), network reliability (e.g., downtime costs, mean-time-to-repair), and operational efficiency (e.g., reduced errors, faster processes).

Partners are key for AI success

Service providers are relying on technology and OSS partners for AI projects, seeking guidance from vendors with proven solutions and industry expertise to develop effective implementations.

Methodology: The report is based on a global survey of service provider representatives and interviews with senior technology executives across Latin America, North America, Europe, and East Asia.

The Latest

For all the attention AI receives in corporate slide decks and strategic roadmaps, many businesses are struggling to translate that ambition into something that holds up at scale. At least, that's the picture that emerged from a recent Forrester study commissioned by Tines ...

From smart factories and autonomous vehicles to real-time analytics and intelligent building systems, the demand for instant, local data processing is exploding. To meet these needs, organizations are leaning into edge computing. The promise? Faster performance, reduced latency and less strain on centralized infrastructure. But there's a catch: Not every network is ready to support edge deployments ...

Every digital customer interaction, every cloud deployment, and every AI model depends on the same foundation: the ability to see, understand, and act on data in real time ... Recent data from Splunk confirms that 74% of the business leaders believe observability is essential to monitoring critical business processes, and 66% feel it's key to understanding user journeys. Because while the unknown is inevitable, observability makes it manageable. Let's explore why ...

Organizations that perform regular audits and assessments of AI system performance and compliance are over three times more likely to achieve high GenAI value than organizations that do not, according to a survey by Gartner ...

Kubernetes has become the backbone of cloud infrastructure, but it's also one of its biggest cost drivers. Recent research shows that 98% of senior IT leaders say Kubernetes now drives cloud spend, yet 91% still can't optimize it effectively. After years of adoption, most organizations have moved past discovery. They know container sprawl, idle resources and reactive scaling inflate costs. What they don't know is how to fix it ...

Artificial intelligence is no longer a future investment. It's already embedded in how we work — whether through copilots in productivity apps, real-time transcription tools in meetings, or machine learning models fueling analytics and personalization. But while enterprise adoption accelerates, there's one critical area many leaders have yet to examine: Can your network actually support AI at the speed your users expect? ...

The more technology businesses invest in, the more potential attack surfaces they have that can be exploited. Without the right continuity plans in place, the disruptions caused by these attacks can bring operations to a standstill and cause irreparable damage to an organization. It's essential to take the time now to ensure your business has the right tools, processes, and recovery initiatives in place to weather any type of IT disaster that comes up. Here are some effective strategies you can follow to achieve this ...

In today's fast-paced AI landscape, CIOs, IT leaders, and engineers are constantly challenged to manage increasingly complex and interconnected systems. The sheer scale and velocity of data generated by modern infrastructure can be overwhelming, making it difficult to maintain uptime, prevent outages, and create a seamless customer experience. This complexity is magnified by the industry's shift towards agentic AI ...

In MEAN TIME TO INSIGHT Episode 19, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA explains the cause of the AWS outage in October ... 

The explosion of generative AI and machine learning capabilities has fundamentally changed the conversation around cloud migration. It's no longer just about modernization or cost savings — it's about being able to compete in a market where AI is rapidly becoming table stakes. Companies that can't quickly spin up AI workloads, feed models with data at scale, or experiment with new capabilities are falling behind faster than ever before. But here's what I'm seeing: many organizations want to capitalize on AI, but they're stuck ...

AI Is Revolutionizing Network Operations for Service Providers

The adoption of artificial intelligence (AI) is accelerating across the telecoms industry, with 88% of fixed broadband service providers now investigating or trialing AI automation to enhance their fixed broadband services, according to new research from Incognito Software Systems and Omdia.

Key use cases such as network monitoring, predictive maintenance, and resource optimization are at the forefront, driving significant cost savings and improving customer experiences.

"AI is no longer just a buzzword, it's a critical enabler for service providers as they look to automate operational processes in an effort to establish more efficient, high-performing networks," said Gary Knee, CEO at Incognito. "By understanding how AI is driving tangible benefits today, service providers can better define their strategies, focus on the right areas of investment, and choose the right solution partners to accelerate their network journey."

Key findings from the report include:

Observability and diagnostics present the most significant opportunities for AI

Nearly half of service providers (45%) cite network monitoring and troubleshooting as their top AI use case, followed by network provisioning (30%) and resource optimization (28%).

Top benefits of AI in network operations

Top benefits of AI in network operations include improved customer experiences and operational cost savings are the primary advantages expected by service providers.

Key KPIs for AIOps

When building business cases for AI, service providers are focused on customer experience metrics (e.g., reduced complaints, faster call handling, fewer truck rolls), network reliability (e.g., downtime costs, mean-time-to-repair), and operational efficiency (e.g., reduced errors, faster processes).

Partners are key for AI success

Service providers are relying on technology and OSS partners for AI projects, seeking guidance from vendors with proven solutions and industry expertise to develop effective implementations.

Methodology: The report is based on a global survey of service provider representatives and interviews with senior technology executives across Latin America, North America, Europe, and East Asia.

The Latest

For all the attention AI receives in corporate slide decks and strategic roadmaps, many businesses are struggling to translate that ambition into something that holds up at scale. At least, that's the picture that emerged from a recent Forrester study commissioned by Tines ...

From smart factories and autonomous vehicles to real-time analytics and intelligent building systems, the demand for instant, local data processing is exploding. To meet these needs, organizations are leaning into edge computing. The promise? Faster performance, reduced latency and less strain on centralized infrastructure. But there's a catch: Not every network is ready to support edge deployments ...

Every digital customer interaction, every cloud deployment, and every AI model depends on the same foundation: the ability to see, understand, and act on data in real time ... Recent data from Splunk confirms that 74% of the business leaders believe observability is essential to monitoring critical business processes, and 66% feel it's key to understanding user journeys. Because while the unknown is inevitable, observability makes it manageable. Let's explore why ...

Organizations that perform regular audits and assessments of AI system performance and compliance are over three times more likely to achieve high GenAI value than organizations that do not, according to a survey by Gartner ...

Kubernetes has become the backbone of cloud infrastructure, but it's also one of its biggest cost drivers. Recent research shows that 98% of senior IT leaders say Kubernetes now drives cloud spend, yet 91% still can't optimize it effectively. After years of adoption, most organizations have moved past discovery. They know container sprawl, idle resources and reactive scaling inflate costs. What they don't know is how to fix it ...

Artificial intelligence is no longer a future investment. It's already embedded in how we work — whether through copilots in productivity apps, real-time transcription tools in meetings, or machine learning models fueling analytics and personalization. But while enterprise adoption accelerates, there's one critical area many leaders have yet to examine: Can your network actually support AI at the speed your users expect? ...

The more technology businesses invest in, the more potential attack surfaces they have that can be exploited. Without the right continuity plans in place, the disruptions caused by these attacks can bring operations to a standstill and cause irreparable damage to an organization. It's essential to take the time now to ensure your business has the right tools, processes, and recovery initiatives in place to weather any type of IT disaster that comes up. Here are some effective strategies you can follow to achieve this ...

In today's fast-paced AI landscape, CIOs, IT leaders, and engineers are constantly challenged to manage increasingly complex and interconnected systems. The sheer scale and velocity of data generated by modern infrastructure can be overwhelming, making it difficult to maintain uptime, prevent outages, and create a seamless customer experience. This complexity is magnified by the industry's shift towards agentic AI ...

In MEAN TIME TO INSIGHT Episode 19, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA explains the cause of the AWS outage in October ... 

The explosion of generative AI and machine learning capabilities has fundamentally changed the conversation around cloud migration. It's no longer just about modernization or cost savings — it's about being able to compete in a market where AI is rapidly becoming table stakes. Companies that can't quickly spin up AI workloads, feed models with data at scale, or experiment with new capabilities are falling behind faster than ever before. But here's what I'm seeing: many organizations want to capitalize on AI, but they're stuck ...