Revolutionizing Telecom Network Operations Through AI
In this case study
Situation
With millions of customers relying on uninterrupted service, a telecom leader faced a critical inflection point in its network operations. Its Network Operations Center (NOC) was overwhelmed: flooded with alarms, fragmented data and manual workflows that slowed response times and obscured critical issues. As network incidents grew more complex and customer expectations for speed and reliability intensified, the company recognized it was time to act.
The mobile provider envisioned a future where network operations would shift from reactive firefighting to proactive, predictive intelligence that was automated and scalable. To achieve this vision, the company partnered with World Wide Technology (WWT), leveraging our deep expertise across solutions and services.
Together, we redefined what network operations could be.
The solution: A four-phased approach to AI transformation
Phase 1: Turning knowledge into intelligence
The first phase focused on unlocking the value of the company's vast, unstructured knowledge base.
WWT AI experts deployed a generative AI (GenAI) solution powered by a retrieval-augmented generation (RAG) model built on generative pre-trained transformer (GPT) infrastructure. By ingesting technical manuals, troubleshooting guides and historical documentation, we co-developed a chatbot for the carrier that could interpret complex queries and deliver contextual answers — empowering technicians to resolve issues faster and more accurately.
Phase 2: Real-time insight through intelligent integration
Building on the success of Phase 1, the team integrated critical platforms into a unified ecosystem to transform the fragmented systems used to measure performance, log events and tickets, and monitor network operations. The team then engineered a sophisticated agentic architecture capable of interpreting and routing queries across multiple data sources in real time, reducing the time spent toggling between tools. This allowed network technicians to access comprehensive incident information more quickly and accurately than ever before.
Phase 3: Breaking through with automation and noise reduction
With critical systems successfully integrated, the carrier turned its focus to direct operational impact.
In Phase 3 of the transformation, we embedded our team directly into their NOC to observe firsthand the repetitive tasks draining technician time and attention. Once those challenges were identified, we automated the handling of low-priority alarms, reducing manual workloads by up to 40 percent and freeing skilled technicians to focus on higher-value work.
Phase 4: Scaling automation for strategic expansion
With automation already delivering measurable impact, the teams deepened their efforts to tackle more complex tasks across additional technology lanes, broadening the solution's value.
Additionally, with proven success in a single NOC, we began helping the wireless innovator scale the solution across additional centers.
Outcomes and benefits
Operational excellence: The mobile provider dramatically reduced manual workloads by automating routine tasks, freeing NOC technicians to focus on high-impact challenges, reclaiming valuable human capital and elevating the role of technical experts across the organization.
Data-driven decision making: This transformation allowed the organization to improve standardized metrics for mean time to resolution (MTTR). The AI system introduced structure to ticket creation, tracking and resolution, producing clean, actionable data that now informs strategic decisions and continuous improvement efforts.
Customer-centric impact: By proactively addressing network performance issues, the telecom leader directly targeted one of the leading causes of customer churn: reliability. With AI correlating incidents and delivering rapid diagnostics, the carrier shifted from reactive troubleshooting to predictive network management, strengthening customer trust and retention.
Scalable technology foundation: What started as a single NOC initiative became a blueprint for enterprise-wide transformation. The carrier established a flexible, scalable AI architecture with a roadmap to expand across all six NOCs and potentially into other operational domains, positioning itself as a leader in AI-powered network intelligence.
Our areas of expertise
Transformation isn't simply a technology decision. Such undertakings demand the right mix of technology, people, capabilities and vision.
WWT brought the following expertise to the partnership with the telecom leader:
- AI and data analytics
- Data strategy and architecture
- Automation
- Consulting and engineering
- Networking
- In-depth knowledge of the telecommunications industry
How we did it
With 35 years of experience helping the world's largest companies and government entities, we've learned that digital transformation and IT modernization thrive in the overlap of:
Our deep domain expertise cuts across business and technology. We extensively test solutions and deploy them at scale, allowing us to seamlessly advise, execute and create new realities for our customers.
Here's how we did it for the wireless innovator:
We cut the static
The carrier's NOC was drowning in noise, with thousands of alarms, fragmented data and manual workflows slowing everything down. But instead of accepting this reality, we worked together to execute a four-phased AI transformation that turned chaos into clarity.
We empowered people with intelligence
From the start, our focus was on enabling the carrier's teams to do more with less friction. Through close collaboration, we gave technicians a single pane of glass for diagnostics and ticketing. The team also designed and deployed intelligent agents to navigate complex data structures and deliver real-time insights. These changes allow technicians to focus on strategic initiatives and customer-impacting challenges rather than repetitive troubleshooting.
We patched into their pain points
To truly understand the friction points slowing down the organization's operations, we didn't just observe from the sidelines; we embedded ourselves directly into their NOC. Side by side with their technicians, we experienced the daily grind. That boots-on-the-ground perspective gave us the insight to build smarter solutions.
How can we help you?
At WWT, we believe every organization has the potential to lead its industry through innovation. Just as we partnered with this telecom leader to enable their vision of a predictive, AI-powered NOC, we can help you unlock the same possibilities so you can:
- Reimagine your operations with AI that thinks fast and acts faster.
- Empower your teams with knowledge that works as hard as they do.
- Deliver measurable impact with automation that drives immediate gains and long-term strategic value.
- Scale smarter with architectures built for what's now and what's coming.