[Barcelona, Spain, March 5, 2025] Huawei, together with global operators, partners, and industry organizations, discussed how operators can upgrade their operations models, reimagine new experiences, and enable new growth at the Intelligent Operations Summit held during MWC Barcelona 2025. Bruce Xun, President of Huawei Global Technical Service, said, “In the next decade, operators will advance towards all intelligent operations at an unprecedented pace. Through in-depth integration of ‘digital twins’ and ‘GenAI+ Predictive AI’, a new operations model that features collaboration between human and AI agents will be built to realize value in specific scenarios along the end-user journey and operators’ value stream.”
Bruce Xun, President of Huawei Global Technical Service, delivering a keynote speech
Customer Journey: Rich Digital Intelligence Services with a Reimagined End-to-End NPS Journey
Operators leverage Mobile Money and AI applications to create a digital intelligence life entry, offering users a wide range of digital and intelligent services and novel experiences. In Africa, Huawei Mobile Money helped an operator expand its business scope from mobile payment to mobile finance. In 2024, the operator’s revenue from mobile finance exceeded US$900 million. In addition, certain operators have re-energized their end-to-end NPS journey with digital twins and AI. In Asia Pacific, Huawei has helped a customer streamline the process and data breakpoints between AICC and SmartCare through multi-agent collaboration. This resulted in a 30% decrease in user complaints and an improvement in service NPS. In China, Huawei collaborated with an operator to build N-NPS leading network, reducing detractors by 20% and improving the network NPS by 8%.
Value Stream Journey: Building a 3A Cognitive Network to Monetize Differentiated Experiences
In addition to delivering a leading network experience, Huawei has created a 3A cognitive network that features real-time service awareness, achievable KPIs/KQIs, and differentiated experience assurance. Converged data and AI are used to accurately identify user profiles, allowing operators to promote the right offer to the right people through the right channel at the right time. This shifts the operations focus from traffic monetization to valuable traffic + experience monetization. Additionally, spatiotemporal digital twins enable transformation from best-effort to differentiated experience assurance for high-value scenarios and services. Huawei has helped an operator build the best driver experience network tailored for delivery drivers. With the network, the operator sold packages to 380,000 delivery drivers and achieved a 6% rise in revenue in only one quarter. Leveraging the SRCON spatiotemporal digital twin, Huawei assisted an operator in building the best live streamer experience network, elevating the uplink rate from 3 Mbit/s to over 5 Mbit/s.
Value Stream Journey: Upgrading Operations Mode, Transforming from Cost-based to Value-oriented Operations
The increasingly diverse service scenarios and complex network structures pose higher requirements on network stability and operations. The operations model, which depends on people and tools, needs to evolve to depend on people and AI agents. The ultimate goal is to improve both efficiency and effectiveness, and realize transformation from cost-based to value-orientated operations. Huawei collaborated with an operator to establish a Digital Intelligence Operation Center (DIOC). Through the synergy of Huawei NOC, SOC, NPM, traffic loss reduced by 8.4%, and the operator’s network ranked No. 1 in third-party-tested video and gaming experiences in a country of Asia. In addition, Huawei FME copilot has helped an operator reduce unnecessary site visits and shorten MTTR by 30%.
At the end of his speech, Bruce Xun stated that, to seize the opportunities of all intelligence, operators need to build three major elements: collaboration between people and AI agents, real-time data awareness, and a high-quality chain of thought (CoT) corpus. In addition, the CoT capabilities of GenAI+ Predictive AI need to be combined with the real-time simulation capabilities of digital twins to truly solve scenario-specific problems and realize value, rather than just answering questions. The future is now. Huawei is ready to collaborate with global operators to expedite the transition towards all intelligent operations and enable new growth.
MWC Barcelona 2025 will be held from March 3 to March 6 in Barcelona, Spain. During the event, Huawei will showcase its latest products and solutions at stand 1H50 in Fira Gran Via Hall 1. In 2025, commercial 5G-Advanced deployment will accelerate, and AI will help carriers reshape business, infrastructure, and O&M. Huawei is actively working with carriers and partners around the world to accelerate the transition towards an intelligent world. For more information, please visit: https://carrier.huawei.com/en/events/mwc2025
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