Unlocking Transformation: AI Implementation for Enhanced Telecommunication Managed Services

Ary Setijadi, Agus Sukoco, Eko Santoso, Edy Susilo, Teddy Hartoko, Andi Adriansyah, Bambang Jokonowo, Agus Budiyono


In the rapidly evolving landscape of technology, the integration of Artificial Intelligence (AI) stands out as a powerful catalyst for optimizing operational efficiency and elevating service quality. This paper delves into the strategic process of implementing AI within telecommunication managed services, spotlighting its profound effects on predictive maintenance, network optimization, incident management, and service provisioning. The study presents a holistic approach encompassing data audit and preparation, AI model development, rigorous testing, seamless integration, and continuous training and support. By documenting this journey, the paper not only chronicles the process but also serves as an enlightening guide for businesses embarking on AI-driven transformations. Through this exploration, the paper underscores how AI has the potential to reshape managed services, leading to streamlined resource allocation, minimized downtime, improved service quality, and operational excellence.


telecommunication managed services, predictive maintenance, network optimization, incident management, and service provisioning, AI


AAström, J., Reim, W., & Parida, V. (2022). Value creation and value capture for AI business model innovation: a three-phase process framework. Review of Managerial Science, 16(7), 2111–2133.

Abdellah, A. R., & Koucheryavy, A. (2022). Artificial Intelligence Driven 5G and Beyond Networks. Telecom IT, 10, 1–13.

Ahmad, H., Hanandeh, R., Alazzawi, F., Al-Daradkah, A., ElDmrat, A., Ghaith, Y., & Darawsheh, S. (2023). The effects of big data, artificial intelligence, and business intelligence on e-learning and business performance: Evidence from Jordanian telecommunication firms. International Journal of Data and Network Science, 7(1), 35–40.

Benzaı̈d, C., Taleb, T., & Song, J. (2022). Ai-based autonomic and scalable security management architecture for secure network slicing in b5g. IEEE Network, 36(6), 165–174.

Corici, M.-I., Gowtham, V., Magedanz, T., Prakash, A., & Schreiner, F. (2022). NEMI: A 6G-ready) AI-enabled Autonomic Network Management System for Open Campus Networks. 2022 IEEE Globecom Workshops (GC Wkshps), 674–679.

Gizelis, C., Nestorakis, K., Misargopoulos, A., Nikolopoulos-Gkamatsis, F., Kefalogiannis, M., Palaiogeorgou, P., Christonasis, A., Boletis, K., Giamalis, T., & Charisis, C. (2022). Decision support using AI: The data exploitation at telecoms in practice. Journal of Decision Systems, 1–19.

Griva, A., Dennehy, D., Pappas, I., Mäntymäki, M., Pouloudi, N., Dwivedi, Y. K., & Schmarzo, B. (2022). Artificial intelligence and analytics in practice. In Journal of Decision Systems (pp. 1–7). Taylor & Francis.

Li, F., & Xu, G. (2022). AI-driven customer relationship management for sustainable enterprise performance. Sustainable Energy Technologies and Assessments, 52, 102103.

Liu, Y., Alzahrani, I. R., Jaleel, R. A., & Al Sulaie, S. (2023). An efficient smart data mining framework based cloud internet of things for developing artificial intelligence of marketing information analysis. Information Processing & Management, 60(1), 103121.

Liyanage, M., Pham, Q.-V., Dev, K., Bhattacharya, S., Maddikunta, P. K. R., Gadekallu, T. R., & Yenduri, G. (2022). A survey on Zero touch network and Service Management (ZSM) for 5G and beyond networks. Journal of Network and Computer Applications, 203, 103362.

Marian, C. V. (2022). Artificial Intelligence-Based Algorithm for Resources Allocation. 2022 14th International Conference on Electronics, Computers and Artificial Intelligence (ECAI), 1–4.

Oztoprak, K., Tuncel, Y. K., & Butun, I. (2023). Technological Transformation of Telco Operators towards Seamless IoT Edge-Cloud Continuum. Sensors, 23(2), 1004.

Perino, D., Katevas, K., Lutu, A., Marin, E., & Kourtellis, N. (2022). Privacy-preserving AI for future networks. Communications of the ACM, 65(4), 52–53.

Ritika, H., & others. (2022). Fraud Detection and Management for Telecommunication Systems using Artificial Intelligence (AI). 2022 3rd International Conference on Smart Electronics and Communication (ICOSEC), 1016–1022.

Sembiring, N., Febrilliandika, B., Oktaviani, H., Siregar, L. S., & Tanjung, M. F. (2023). Implementation of artificial intelligence in improving the quality of service system in telecommunications industry. AIP Conference Proceedings, 2485(1).

Singh, R., & Gill, S. S. (2023). Edge AI: a survey. Internet of Things and Cyber-Physical Systems.

Wang, L., Huang, N., Hong, Y., Liu, L., Guo, X., & Chen, G. (2023). Voice-based AI in call center customer service: A natural field experiment. Production and Operations Management, 32(4), 1002–1018.

Younus, A. M. (2022). Effects of Artificial Intelligence, Big Data Analytics, and Business Intelligence on Digital Transformation in UAE Telecommunication Firms.

Zhang, Z., Li, B., & Liu, L. (2023). The impact of AI-based conversational agent on the firms’ operational performance: Empirical evidence from a call center. Applied Artificial Intelligence, 37(1), 2157592.



  • There are currently no refbacks.

Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.