Service assurance trends in the AI era
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This report delves into the latest trends in service assurance. using insights from a GSMA Intelligence operator survey. It reveals how operators are heavily invested in service assurance and process automation, but gaps persist.
The network's impact on customer experience is growing in importance, with operators increasingly deploying AI for customer-related analytics. Operators are also examining how agentic AI can help them boost service assurance. Current use cases include fraud detection, security, customer service and network optimisation. This is set to expand to areas including automated complaint and fault resolution, and network health prediction.
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