Zain Group, a leading telecommunications operator in the region, recently hosted a workshop titled “AI in Action: Smarter Network Operations” at its Kuwait headquarters. The event showcased the company’s significant progress in integrating artificial intelligence into its network operations, a key pillar of its broader strategy to evlve into a technology-driven organization.
The workshop highlighted how AI, machine learning, and large language models (LLMs) are being embedded across Zain’s operational and commercial functions. This initiative is part of the company’s ‘4WARD – Progress with Purpose’ strategy, aimed at improving network efficiency, enhancing customer experience, and driving tangible business outcomes.
The Path to an Autonomous Future
Zain outlined its long-term roadmap to achieve Autonomous Network Level 4 (AN L4) between 2025 and 2030. This ambitious goal targets the development of predictive, self-managing, and energy-efficient network operations, guided by TM Forum frameworks and industry best practices. The transformation involves comprehensive capability assessments across its wireless, core, and IP network domains to identify and resolve operational gaps.
AI in Action Across MENA
During the event, Zain demonstrated several practical, AI-driven use cases currently being deployed across its regional operations.
In Kuwait, the company is deploying intelligent agents in its wireless operations and maintenance divisions. These agents are expected to significantly reduce network outage durations and improve service continuity through faster fault detection and resolution.
Zain Jordan is leveraging LLM-powered agents to analyze customer complaints and automate fault classification. This approach enables quicker diagnosis and creates structured workflows for faster issue resolution.
Meanwhile, Zain Iraq showcased AI-based churn prediction models designed to proactively retain customers and protect revenue. The Iraq operation is also implementing AI-driven Idea-to-Cash initiatives to accelerate time-to-revenue and boost overall operational efficiency.
About Zain Group
Zain is a leading telecommunications operator across the Middle East and Africa, providing mobile voice and data services to millions of customers. The company’s vision is to deliver a superior digital lifestyle experience to its customers, drive innovation, and contribute to the socio-economic development of the communities it serves.
Source: MEA TechWatch
