Balancing optimism and pragmatism to power up AI

Building on its strong systems integration expertise, Celfocus has expanded its focus on data analytics and AI to help communications service providers turn data into measurable business value.

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In an interview with TelcoTitans, Sofia Esteves, Executive Director of Data and Analytics Solutions at Celfocus, shares her perspective on how Communications Service Providers (CSPs) can turn AI ambition into measurable business impact.

While operators increasingly recognise the potential of AI, “CSPs face quite a challenge” continuing to struggle with “a lot of silos that create a real barrier to taking AI to the next level where it can make a difference to the bottom line”.

To unlock real value from AI, operators need a strong and adaptable foundation built on modern data architecture. This foundation should focus on governed, business centric and consumable data products that promote accuracy, agility and scalability, allowing AI initiatives to deliver actionable insights across the business.

Once the right foundations and mindset are in place, more advanced use cases become achievable. Practical examples, namely a ‘smart capex’ deployment introduced by Celfocus with an operator in Germany, are already delivering value, by combining OSS/BSS data to guide investment decisions based on customer experience, churn, revenue potential as well as impact on infrastructure.

This approach is reflected in Celfocus Next-Gen Intelligence strategy, which supports operators in building the right foundations, overcoming challenges, and accelerating their transformation journeys. Sofia explains that through collaboration, Celfocus can draw on a strong track record in delivering complex, large-scale digital transformation programs, along with a broad repository of proven use cases and frameworks. These capabilities enable the implementation of next-generation intelligence solutions that allow AI and automation to deliver tangible business outcomes.

Customer experience is another area where data and AI can deliver immediate benefits. For example, AI powered solutions are helping contact centre agents resolve customer invoice queries through natural language explanations based on AI analysis, reducing uncertainty and customer disquiet. Future iterations are expected to enable faster self-service and more personalised interactions, with AI agents performing “like an advisor for the customer”.

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Just a few years ago, many of the things we imagine today seemed impossible. We’ve broken numerous barriers, and we’re still learning. It’s still early days, but these are incredibly exciting times.”

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