Proactive service operations through unified network data are a bulwark against customer churn

Commercial context

The ‘AI-driven SOC over autonomous networks for CX optimization Catalyst’ tackles the widening disconnect between complex multi-domain networks and rising customer expectations. Currently, traditional reactive service operations center (SOC) operations struggle to meet modern demands for speed, scale, and service quality.

Today's networks span access, transport, and core domains while generating enormous operational data. However, this critical information often remains trapped in silos without actionable context. Consequently, existing SOCs cannot provide the observability, correlation, or automation needed for today's service requirements.

Meanwhile, CSPs, including Catalyst Champions Claro Colombia, Claro Brasil, and Libyana Mobile, face mounting pressures. They must maintain strict SLAs and flawless experiences while controlling costs, reducing churn, and boosting ARPU. Unfortunately, reactive troubleshooting leads to escalations, unhappy customers, and operational waste that hurts financial performance.

This Catalyst’s solution creates an AI-powered SOC combining network and customer insights. It delivers automated closed-loop resolution while complying with TM Forum standards. Built on TM Forum Open APIs, the architecture ensures easy integration in brownfield environments. Ultimately, it enables experience-focused operations that drive concrete business results through real-time automation.

The solution

The project revolutionizes the SOC by transforming it into an AI-driven, experience-focused system. Unlike traditional approaches, the solution detects, correlates, and fixes service issues instantly while understanding customer impact.

First, it unifies network data across access, transport, and core domains. The cross-domain mediation layer supports multiple protocols and systems to deliver complete operational visibility. This creates a single source of truth for network performance. Following on from this, it combines network data with customer experience metrics like QoE scores, app performance, and crowdsourced feedback. Additionally, it integrates BSS insights, including complaints, service relationships, and churn risk indicators.

This powerful combination helps the SOC understand more than just technical failures. It reveals how issues affect customers and business outcomes. When problems emerge, the system responds automatically. Using closed-loop automation, it generates tickets, executes recovery commands, dispatches field teams, or launches workflows via AI copilots. Advanced AI models, including those based on genAI, analyze patterns and prioritize responses. The result is that issues get resolved before users notice them.

Unlike reactive systems, this framework offers a standardized, modular blueprint. Designed for scalability, it accelerates autonomous operations through proven automation models. The architecture is built natively on the TM Forum Open APIs TMF621 Trouble Ticket Management, TMF632 Party Management, TMF656 Service Problem Management, TMF638 Service Inventory Management, TMF639 Resource Inventory Management, TMF640 Service Configuration and Activation, TMF642 Alarm Management, and TMF688 Event Management.

It also makes use of the Closed Loop Automation and Autonomous Networks frameworks, aligned with the AN Reference Architecture and Maturity Model, enabling scalability and reuse across CSPs and domains. On top of this, the approach is validated through a working PoC and a reusable blueprint, aligned with the Value Operations Framework (VOF) to quantify business value.

Wider application and value

The Catalyst delivers significant improvements to customer experience and facilitates improved business processes. It also sets a precedent for the industry and enables positive wider change.

The Catalyst delivers significant business value by transforming service operations. First, it improves customer experience through real-time issue detection and resolution. Additionally, complaint volumes drop as proactive operations prevent problems before they escalate. With over 30% of fault workflows automated, resolution times accelerate dramatically. Crucially, high-value customers stay longer thanks to intent-aware prioritization that reduces churn risk.

Meanwhile, ARPU grows as operations align precisely with business goals, boosting efficiency. Furthermore, SOC teams gain capacity for strategic work while automation handles routine fixes. Finally, implementation accelerates through reusable, standards-based blueprints leveraging TM Forum assets. Together, these benefits create a comprehensive operational transformation that drives both customer satisfaction and business results.

The Catalyst provides substantial industry value through multiple key contributions. First, it offers a replicable reference architecture fully aligned with TM Forum's Open APIs, CLA, AN, and VOF standards. Additionally, it demonstrates a clear, practical roadmap for achieving Autonomous Networks Level 3+ capabilities. Moreover, the solution actively promotes cross-domain interoperability and vendor-agnostic scalability across entire ecosystems.

Critically, it also accelerates industry-wide adoption of AI-native, closed-loop assurance frameworks through proven implementation. Finally, the Catalyst enriches the TM Forum community by contributing reusable assets and practical learnings. Together, these contributions create a foundation for standardized, next-generation network operations across the telecommunications industry.

The Catalyst delivers meaningful societal value by improving connectivity itself. First, it enables more reliable and resilient networks that serve all users, including underserved communities. It ensures faster restoration of critical services like healthcare, education, and public safety systems during outages. Moreover, the solution actively promotes digital equity by reducing service gaps across different regions and demographic groups. Together, these improvements create a more inclusive digital infrastructure.

Service Operations Center Manager Carolina Garcés Zapata, Claro Colombia, explains. “This Catalyst has the potential to significantly improve customer experience by enabling real-time service assurance and proactive remediation. For us, the most important direct benefit is the ability to correlate network events with actual customer impact, allowing our operations team to focus on what truly matters. By automating over 30% of resolution workflows and aligning with TM Forum standards, the solution also positions us to scale intelligent operations across domains. For the wider industry, this Catalyst delivers a replicable, standards-based blueprint that can accelerate the adoption of AI-driven, closed-loop operations — contributing to greater service reliability, efficiency, and digital inclusion.”