At Mobile World Congress in Barcelona, Infovista made groundbreaking announcements about their new AI-driven solutions: VistAI and VistaOne. These innovations signify a pivotal shift towards integrating customer experience (CX) intelligence with network management. Infovista CEO Rick Hamilton highlighted the capability of AI to bridge the gap between network performance and customer experience, enabling seamless decisions that influence both network operations and customer satisfaction.
The VistAI framework is designed for autonomous network operations, while VistaOne is an AI-enabled platform offering insight into network and CX intelligence. Both solutions strive to integrate four primary domains: planning, testing, network management, and CX. Hamilton emphasized the necessity of viewing network performance and customer demands as a singular entity. This unified approach is a long-term industry objective, now achievable through AI.
Hamilton mentioned, “We are combining network experience intelligence and customer experience intelligence.” This integration allows network engineers to correlate key performance indicators (KPIs) with customer experience metrics efficiently, a task traditionally deemed challenging.
Reflecting on past industry efforts, Hamilton noted that previous attempts to merge network and customer perspectives struggled due to structural differences in data extraction. Now, AI effortlessly integrates diverse systems and targets specific use cases. This advancement allows data extraction and crystallization according to customer requirements, whether real-time or moment-specific. As a result, Infovista customers can now leverage data across different domains for various use cases such as planning, optimization, monetization, or CX improvements.
Hamilton affirmed, “You can’t deliver great experiences without understanding your network.” The VistAI agentic framework enables business support system (BSS) data to overlay with network performance metrics. This integration assists customers in understanding factors like mobile customer experience and geographical behaviors.
In the next few years, Hamilton anticipates a shift from procurement to ecosystem focus. “Use cases will continue to expand,” he stated. Infovista’s collaboration with CSG exemplifies this trend, combining network and BSS expertise to enhance customer data capabilities. This partnership reflects an evolving industry landscape where AI promotes joint efforts among competitors.
Hamilton cautioned against the AI hype, urging specificity in using data for pragmatic purposes. “AI will not solve everything for everyone,” he stated, emphasizing data clarity to foster customer-specific use cases.
In conclusion, Infovista’s announcement marks a significant milestone in leveraging AI for network and customer experience intelligence. The evolution from siloed views to integrated AI-driven insights promises enhanced decision-making and operational efficiency. As the industry progresses, ecosystems rather than procurement will define the future landscape, fostering innovative collaborations and targeted solutions.
