IOH improves customer service with AI-native operations overhaul

As part of a multi-year investment in becoming AI-native, IOH is increasingly using AI and advanced analytics to transform its operations.

Its ultimate aim is to deliver an end-to-end, highly personalized service experience to customers, underpinned by high-performing networks.

“We are going to implement what we call the cognitive ... the intent of network operations,” according to Luthfi Auzan, Vice President Operations.

To achieve this, the company is simultaneously investing in creating a single source of data truth and overhauling workflows and systems, enabled by agentic operations that straddles multiple domains.

One of the issues IOH is currently addressing through the orchestrated use of agents is the diagnosis of faults across multiple network domains as this case study explores.