New research by Incognito Software Systems and Omdia reveals key AI use cases, benefits, and strategies as service providers turn to automation for network optimization and customer experience improvements.

New industry analysis reveals that the adoption of artificial intelligence (AI) is accelerating across the telecoms industry, with 88% of fixed broadband service providers now investigating or trialling AI automation to enhance their fixed broadband services. Key use cases such as network monitoring, predictive maintenance, and resource optimization are at the forefront, driving significant cost savings and improving customer experiences.

Incognito Software Systems, a leading provider of broadband service orchestration, device management, and network intelligence solutions, has collaborated with global technology research firm Omdia to conduct in-depth research on the use of AI in network operations. The report, based on a global survey of service provider representatives and interviews with senior technology executives across Latin America, North America, Europe, and East Asia, explores top use cases, benefits, and strategies shaping the adoption of AI-driven automation.

“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: 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.

The full report, ‘AI in Network Operation: A Strategic Initiative for Telecom Transformation’, is now available for download. To access the report, visit https://go.incognito.com/ai-network-operations-report.

About Incognito Software Systems Inc.

Incognito Software Systems Inc. provides service orchestration software and services that help digital service providers manage the next-generation broadband experience. Founded over 30 years ago, Incognito has over 200 customers worldwide, including America Movil, Cox, Digicel, Globe, and Orange, leveraging its solutions to fast-track the introduction of innovative broadband services over fiber and 5G fixed wireless access technologies while delivering a great customer experience. Incognito is a Lumine Group company (TSXV: LMN). Learn more at www.luminegroup.com. Visit www.incognito.com or follow us on LinkedIn and Twitter.

For media inquiries Matt Mariani Digital Marketing Manager +1.613.762.9968 matt.mariani@incognito.com

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