Achieving operator growth in the AI development era

Details: STAFF WRITER; Category: Vendors; 18 March 2026; 14000 views

At the Intelligent Operations Summit held during MWC Barcelona 2026, Huawei put forward its vision for how operators can leverage their unique advantages to grow in the era of rapid AI development.

Bruce Xun (pictured, below), President of Huawei Global Technical Service, noted that in 2026 we will move to an era where AI agents are ‘On-Person, On-the-Go, and On-the-Road.’ To achieve this, he ‘proposed a new ’Agentic Operations’ paradigm for operators. The paradigm will deliver huge advances in three main areas: User Interaction, Experience Operations, and Network O&M.

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New User Interaction Paradigm: Embracing Ubiquitous Digital and Intelligent Services that Truly Understand You

Based on the next-generation Agentic BSS (Business Support System), the product innovation journey has shifted from manual “Human-to-System” to “GUI Agent closed-loops.” Digital product managers orchestrate Multi-agents across CRM (customer relationship management) and CBS (convergent billing system) to execute the Go-To-Market process, achieving quick GTM (Go to Market) of multiple intelligent services. In Kenya, The Idea-to-Cash solution that Huawei collaborated with operators reduced TTM from months to one week, allowing it to begin delivering value far more quickly.

By designing products and offerings based on user scenarios, Huawei provides each user with a dedicated personalized assistant through the mobile customer service center, Mobile Money app, and AICC (AI contact center).

With contextual design, Mobile Money delivers a generative recommendation page that delivers personalized choices – it’s easy to see how this will increase the likelihood of successful transactions, and this translates into other areas of customer service too. For example, in Hong Kong, Huawei helped operators reduce the average handling time (AHT) of customer service by 30% - removing this kind of friction will deliver greater customer satisfaction and therefore help operators to retain customers.

New Experience Operations Paradigm: With Leading Network Performance, Delivering Differentiated Experiences to Drive Network Monetization

Huawei's V-Grid Best Networks and SmartCare Intelligence solution have enabled a new operational paradigm, that shifts the emphasis from ‘mass marketing’ to a more personalized approach that aims to capture the most impactful moments, and a new experience paradigm that aims to deliver differentiated experiences to users via high value services, rather than simply providing a homogenized network experience. This underlines the value in tailoring each individual customer’s experience to their tastes and usage habits, driving satisfaction and loyalty.

Through one-stop AI Data Analysis agent (DA Agent) and precision marketing agentic model (LUM), Huawei helped an operator in South Africa add 500,000 new HBB users in one year. Powered by Telco Twins and an agentic user experience model (SRCON2.0 + LLM-S) to realize the value ranking of business and network synergy, Huawei helped an operator in Asia Pacific boost per-grid revenue by 6.4% through business & network synergetic planning. In China, combined with smart devices, operators have optimized millions of service quality issues per week across tens of thousands of sites, achieving a more than 30% reduction in poor-quality events through comprehensive optimization.

New Network O&M Paradigm: Maximizing Service Value and Resource Efficiency While Ensuring Network Robustness

The network operations and maintenance (O&M) paradigm has evolved from “managing incidents” to “managing risks” - dynamically detecting hidden business-level risks before they happen to guarantee 99.99% service reliability, helping operators ensure continuity. The value of O&M has shifted from being "Network-Centric" to "Service-Centric," built on the CHB (Consumer, Home, Business) converged and grid-based foundation to maximize service benefits. In South Africa, Huawei has helped operators reduce the mean time to repair (MTTR) by 30%, while in the Asia-Pacific region, Huawei has collaborated with operators to improve the efficiency of Network Operation Centers (NOCs) by 20% while cutting traffic loss by 8.4% year-on-year, underlining the benefits to O&M that the solutions can offer.

Huawei does not stop at AI technology - it works with operators to build Agentic Team and AI-adapted processes, transforming them from traditional processes to a hybrid working mode. Domain experts design tasks and strategies, provide supervision and exception intervention, while digital employees automatically analyze, improving both effectiveness and efficiency.

At the end of his speech, Bruce Xun emphasized that for high-value innovation scenarios, Huawei helps operators build a leading advantage in Agentic Operations through the dual engines of Telco Twin and Domain Agentic Models. However, technology is only half the equation. To truly unlock the value of Agentic Operations, three actions must be implemented: optimizing workflows, organizing teams, and aligning incentives to the finial outcomes. These efforts will ultimately solidify the value and results achieved. Huawei will collaborate with TM Forum and GSMA to jointly create a new era of Agentic Operations, enabling the industry to achieve prosperity and development.