How AI is Revolutionizing BSS and OSS in Telecom: Unlocking New Value and Differentiation
*Blog by Hardik Gondalia, Director – Product Lifecycle Management, Mavenir
The telecom industry’s backbone, Business Support Systems (BSS) and Operational Support Systems (OSS), has traditionally operated with rigid workflows and complex, often siloed data environments. But as customer expectations evolve and service ecosystems grow more dynamic, the old ways are no longer enough.
Enter Artificial Intelligence (AI). From smart automation to predictive insights and personalized customer experiences, AI is reshaping how telcos operate, compete, and innovate. This blog explores how AI is transforming BSS and OSS and aligns with Mavenir’s vision to unlock new value and differentiation for Communication Service Providers (CSPs).
Why BSS and OSS are Ripe for AI Transformation
BSS and OSS systems are at the heart of telecom operations, handling everything from customer management and billing to service orchestration and analytics. These systems generate and process massive amounts of data daily, making them a prime candidate for AI-powered enhancements.
According to a TM Forum report1, only 25% of the CSPs feel equipped to leverage advanced techniques of AI, with just 16% confident in using it to optimize costs and ROI. TM Forum highlights that AI enables a shift from static service models to intent-driven, autonomous systems that can learn and adapt in real time.
In simple terms, BSS and OSS contain the data, processes, and business impact areas where AI can deliver quick wins and strategic advantages.
Key Areas Where AI Makes a Difference
Telcos are focusing their AI efforts on several high-impact domains:
- Customer Management: AI chatbots, recommendation engines, and sentiment analysis tools improve customer engagement and reduce support costs.
- Service Orchestration: Predictive analytics spot potential service issues before they affect users, boosting reliability.
- Revenue Management: AI-based anomaly detection curtails revenue leakage from billing errors and fraud.
- Product Management: AI speeds up launching new offerings with smart product configuration.
- Data Analytics: Advanced AI methods turn vast network and customer data into actionable insights.
Real-World AI Use Cases in BSS/OSS
To put this into perspective, here are some practical AI use cases transforming telecom operations:
| Domain | Use Case | What AI Does | Benefit |
| Customer Support | Intelligent Chatbots | Automates queries with natural dialogue | Lower costs, better customer satisfaction |
| Billing | Anomaly Detection | Detects billing inconsistencies | Reduces revenue leakage, builds trust |
| Service Delivery | Predictive Service Assurance | Foresees issues proactively | Improves uptime and faster issue resolution |
| Pricing | Dynamic Pricing | Adjusts prices in real time | Maximizes revenue potential |
| Product Creation | AI Aided Configuration | Simplifies product design | Faster time-to-market, more flexible offerings |
| Analytics | Network and Customer Insights | Correlates multiple data streams | Better decisions and optimized network use |
How to Start Your AI Journey in BSS/OSS
Implementing AI isn’t just about technology; it’s a strategic transformation. Here’s a roadmap CSPs and vendors can follow:
- Identify high-value AI use cases aligned with business goals.
- Prepare your data infrastructure and governance for AI readiness.
- Partner with experienced AI and telecom technology providers.
- Run pilot projects and iterate based on measurable outcomes.
- Manage change across the organization by communicating benefits.
- Ensure data security and compliance frameworks are robust.
The industry consensus is clear: AI-native BSS/OSS platforms need to be cloud-first, modular, and built for continuous learning and adaptability.
Mavenir’s Digital Enablement BSS ensures CSPs are equipped to navigate through the above steps quickly, with the ability toleapfrog and start reaping benefits of a modern, AI-native telco-grade BSS solution. Mavenir’s BSS already supports the underlying data model, means for ingestion, open interface for LLMs (like MCP) and plenty of ready to launch use cases to accelerate operators AI journey leading the way ahead of the competition. nsus is clear: AI-native BSS/OSS platforms need to be cloud-first, modular, and built for continuous learning and adaptability.
In Conclusion
AI is no longer a futuristic concept, but a practical tool driving telecom innovation. By embedding AI into BSS and OSS, CSPs can create differentiated, autonomous services that improve operational efficiency, delight customers, and unleash new revenue streams.
As highlighted in reports by TM Forum, the time to act is now. Embracing AI-driven transformation in BSS and OSS isn’t just an option; it’s a necessity for future-ready telecom operators.
References
- TM Forum, “TM Forum and AWS Empower CSPs to Lead in the AI Era with GAMIT, A New Generative AI Maturity Interactive Tool”, 2024. (https://www.tmforum.org/press-and-news/tm-forum-and-aws-empower-csps-to-lead-in-the-ai-era-with-gamit-a-new-generative-ai-maturity-interactive-tool/)
