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AI promises an era of unprecedented growth for communications service providers. Here Manish Mangal, Chief Technology Officer, Telecom Business and Global Business Head – Network Services at Tech Mahindra, explains to TM Forum how operators can get it right.
Manish Mangal, Tech Mahindra
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AI delivered right, on a solid data foundation, is how to scale at speed
Manish Mangal (MM) is Chief Technology Officer, Telecom and Business Head for Americas Communications at Tech Mahindra, which is a Platinum sponsor of DTW Ignite. He explains how the company’s investments in data and AI platforms can accelerate operators’ success with AI and GenAI, and how visitors to the event can see the company’s approach in action.
MM: Our AI delivered-right strategy is underpinned by four key pillars – productivity, transformation, innovation and assurance. Our agentic AI architecture seamlessly integrates digital agents with human agents across customer and back-office processes to drive productivity and unlock new revenue opportunities.
Our deep investments in our data and AI platforms, like AmplyFY AI and NetOps.ai, offer industry-leading models and frameworks to accelerate AI’s adoption and help enterprises ‘Scale at Speed’.
MM: As telcos shift from reactive to proactive operations, intent-based architecture becomes imperative. Data and AI are the foundational elements to realizing the benefits of agentic AI. Different agents across value chain – starting from an agent to capture intent, a personalization agent based on real time data and an agent for closed loops – are all working together can change customers’ experience from satisfied to delighted.
Some example scenarios could be, “I’m traveling internationally next week.” The agent captures the intent, based on the user’s booking details, and offer a personalized roaming plan with single-click activation.
Another scenario could be that a family subscribes to a broadband and mobile bundle. The AI understands individual member’s preferences (kids love gaming, parents mostly use video conferencing and so on) and dynamically optimizes the quality of the home network for each device. This is all driven by declared or inferred intent.
MM: Communications service providers (CSPs) are setting themselves more and more targets to achieve Level 3 to Level 4 autonomous networks and operations in the next year or two. AI and automation are the key enablers to achieving these targets.
Tech Mahindra is enabling CSPs across the globe on that journey. We are leveraging technologies like digital twin, small language models (SMLs) and our NetOps.ai platform to realize their visions. As we implement these solutions, we are drawing on AI embedded within a commercial, off-the-shelf solution and creating automation bots to triage network incidents, and provide closed loops for these incidents, using AI.
In yet another use case, we are using AI to detect anomalies, anticipate network failures and reroute traffic before there is any impact on customers.
MM: Most CSP are struggling with the adoption and industrialization of AI. We are recommending that they change their operating model which drives adoption. The skills gap and reskilling for AI is another aspect that creates a big barrier. We view these two as the soft aspects.
Inaccurate data and insufficient proprietary data to train models create a bottleneck. To overcome this, SLMs specific to telco and cleaning up the organization’s data are recommended prerequisites to deploying AI.
Also, we advise CSPs to build a central AI competency, with federated responsibilities to the different domains in the organization, to implement and deploy AI and GenAI in production.
At our booth (#205), visitors can discover best practices from industry leaders for streamlining and modernizing their operations while unlocking new revenue streams through innovation and monetizing assets. We will also be running immersive demos of our AI-driven solutions and practical strategies to turn challenges into opportunities.
