BolgiaTen Blog

I had the distinct pleasure of attending Oleh Kurtianyk’s virtual presentation on next-generation AI Operations practices during the BolgiaTen conference held at our Liverpool headquarters in September 2024. From the very start, it was clear that Oleh is a subject-matter expert with a deep understanding of the intricacies of AI Operations.

His presentation was nothing short of outstanding. He skilfully delivered complex and highly technical concepts with remarkable clarity and precision, making them not only comprehensible but highly engaging for a diverse audience, including our developers with varying levels of expertise.

What truly stood out was Oleh’s ability to bridge the gap between advanced theoretical frameworks and real-world applications. His insights into the future of AI-driven operations were both visionary and practical, providing a compelling mix of forward-thinking ideas and actionable strategies that our team found highly valuable. His emphasis on how AI can optimize operations, reduce inefficiencies, and streamline processes was particularly resonant, as these are challenges, we are actively working to address.

Moreover, Oleh’s ability to captivate his audience throughout the session was impressive. He facilitated an interactive dialogue, inviting questions and fostering discussions, which further enriched the experience for all attendees. His energy and passion for the subject were contagious, leaving a lasting impression on everyone.

I wholeheartedly recommend Oleh for any future speaking engagements or collaborations on AI Operations. He is an exceptional presenter and a thought leader in this space, and I look forward to working with him again.

As a business professional, it’s crucial to understand that the pace of innovation in your organisation isn’t dictated by internal discussions, gut feelings, or the latest boardroom strategy session. Instead, it’s determined by the broader industry landscape—what your competitors, suppliers, partners, distributors, and society at large are doing. These external forces are what truly set the pace.

There are times when it’s strategic to be a deliberate follower, allowing others to take on the risk of experimentation. However, being content to follow can sometimes put you at a disadvantage. Therefore, it’s essential to carefully consider where you need to lead, where you should match industry standards, and where it’s prudent to follow. In areas where leadership is necessary, it’s clear that you’ll need to elevate your efforts significantly.

There’s no one-size-fits-all approach here. However, one thing is certain: over the next five years and beyond, AI will provide tools that enhance nearly every capability, particularly those involving language or cognitive processes.

The key questions for you as a leader are: How do you decide when to lead, match, or follow in various areas of your business? How are you engaging with these decisions? And how crucial is it for you to act in these areas?

Moving into the future with speed, determination, and an understanding that challenges and setbacks are inevitable is the right mindset. Transitions are inherently tough, so it’s important not to get too caught up in the multitude of concerns often highlighted in the press. These issues are being actively addressed and resolved. Mistakes will happen, and perfection is elusive, but the learning process comes from deploying, iterating, and improving—principles that all businesspeople inherently understand.

Equally important is recognising the human aspect of these transitions. How will your workforce adapt to new ways of working? How will your customers learn to interact with your company in new ways, discover services, or engage in purchasing?

A compassionate mindset is essential here. However, compassion doesn’t mean avoiding difficult decisions or failing to push forward with ambition. It means caring deeply about the human experience during these transitions, understanding the human costs, and ensuring that human well-being remains the ultimate goal—now, during the transition, and into the future.

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.