In the ever-evolving landscape of complex technology, TM Forum, the Telecoms Industry standards body, stands out as a pioneering force in leveraging artificial intelligence (AI) to drive innovation and operational efficiency in an enterprise. This paper delves into how TM Forum suggests an approach to strategically apply AI, to scale applications, and maintains robust governance processes to ensure responsible and impactful use of this transformative technology within the Telecom domain and further afield.
The Strategic Use Of AI
TM Forum has long recognised the transformative potential of AI. According to Professor Paul Morrissey, Global Ambassador for AI at TM Forum, “AI has been an essential capability for Telco for years now, and we see it only increasing in importance and impact.” The organisation looks to provide Best Practice for the seamless integrated AI into its Telco core operations, enhancing both the security and personalisation of services.
One of the primary ways TM Forum promotes AI is through its decision management platform, which serves as the AI brain running within network. These recommendations enables the company to make real-time, complex decisions on transactions, and decisions significantly enhancing customer experience, network continuity, fraud detection and prevention to highlight just a few operational areas.
Choosing The Right AI Applications
The strategic application of AI at TM Forum is not a matter of chance but a result of a meticulous decision-making process. The Forum recommends a two-tiered review mechanism to evaluate AI opportunities: an AI Canvas (IG1028) and a subsequent deep technical review.
The AI Canvas recommends a series of examinations to asses the Business Value of the Use Case and consists of experts from various domains, including legal, privacy, product, and business (the assessment board). This board assesses the intent, data provenance, and ethical implications of potential AI projects. Morrissey explains “We start with problem definition then move through legal, privacy, product, business intent, and that is really important to understand—what are we trying to do here? Should you, do it? Can you, do it?”
Once a project passes the initial review, it undergoes a rigorous technical evaluation. This involves assessing the scalability, ROI, and operational efficiency of the proposed AI application. “If it doesn’t scale, it doesn’t matter,”
Scaling AI Across The Organisation
This approach to scaling AI involves silent mode validation, where new AI techniques are tested in parallel with existing systems. This method allows the organisation to measure the impact and efficacy of AI without disrupting current operations.
“You should run this in production in parallel with what we already have and then decide if the delta is worth the additional expense.
To ensure that AI initiatives can be effectively scaled, TM Forum recommends that organisations invest heavily in training and upskilling their workforce. The establishment of specialised workbenches for different roles, such as software engineering, data science, and sales, to provide tailored AI tools and training. Asking the question, what’s the right level of investment in data science, engineering workbench, generative and otherwise? How do you tailor it to your environment?
Governance And Ethical Considerations
Governance plays a crucial role in any organisations AI strategy. The organisation should implement a comprehensive AI governance framework to oversee the ethical and responsible use of AI. This framework should include continuous monitoring, compensating controls, and feedback loops to ensure ongoing model efficacy and to mitigate unintended consequences (AIOps).
Any organisation’s governance processes should ensure that all AI applications align with its core principles and regulatory requirements. This involves regular reviews and updates to its AI models to address concept drift and other challenges that may arise over time.
Looking Ahead: The Future of AI
TM Forum continues to explore new AI technologies and their potential applications. Morrissey discussed the impact of generative AI and quantum computing on an organisation’s future strategies. “We are looking at quantum computing both from a security perspective and as a means to solve complex combinatorial problems that are beyond the reach of classical computing.”
This forward-thinking approach ensures that TM Forum remains at the forefront of technological innovation while maintaining the trust and confidence of its members. The strategic use of AI not only enhances its current operations but also positions it to tackle future challenges and opportunities in the technology sector.
The strategic application of AI serves as a powerful example for its member organisations looking to harness the potential of this technology. Through a well-defined governance framework, rigorous review processes, and a commitment to ethical practices, TM Forum try’s to ensures that its AI initiatives deliver significant value while upholding the highest standards of responsibility and integrity. As AI continues to evolve, TM Forum’s proactive and strategic approach will undoubtedly keep it at the cutting edge of innovation in the Telecoms industry.