CX optimization via AI-driven SOC over autonomous networks - Phase III

CX optimization via AI-driven SOC over autonomous networks - Phase III advances autonomous network operations by using Digital Twins and intent-led AI Agents to make customer experience proactive rather than reactive. Building on earlier phases, the Catalyst enhances ODA-based architectures so service degradation can be anticipated, assessed and addressed before it significantly impacts customers, helping CSPs improve service quality, operational efficiency and customer satisfaction.

The key innovation is enabling AI Agents not only to operate within Closed Loop Automations (CLAs), but also to create, evaluate and continuously refine the automations themselves. Knowledge gathered from previous plans, simulations and outcomes allows agents to propose new or improved CLAs, while Digital Twins provide a safe environment in which actions can be tested before reaching the live network. Actual outcomes are then compared with predictions, creating an evidence-based approach in which automation can earn greater autonomy over time while human approval remains in place for higher-risk or lower-confidence decisions.

For CSPs, this creates a path from reactive troubleshooting towards predictive, continuously improving service operations. Cross-domain intelligence can help overcome fragmented network data and tackle unfamiliar issues beyond predefined scripts, while increased automation reduces the operational effort required for routine incidents. The Catalyst targets a 25-35% reduction in OPEX, 50-70% reduction in MTTR, autonomous resolution of 60-80% of routine incidents and a 30-40% reduction in customer tickets, measured against current processes on Champion networks.

Aligned with TM Forum Open Digital Architecture (ODA) and the Value Operations Framework (VOF), the project connects greater network autonomy directly to customer and business outcomes. Success will be assessed through improvements in NPS, perceived service quality, service stability and customer-focused resolution times, alongside increased levels of network autonomy. By combining intelligent agents, Digital Twin validation and evidence-based automation, the Catalyst aims to demonstrate how CSPs can deliver more reliable customer experiences while lowering operating costs and progressing safely towards autonomous networks.