Industry Topics

Empowering Communication Service Providers to harness the power of Generative AI

2 minute read
Rob Morgan

Over the past few months, I have had the privilege of meeting with Telefonica, Vodafone, TalkTalk, and over 30 other leading communication service providers (CSPs) as they continue to converge network and IT operations management (ITOM). A critical topic of those conversations is how CSPs can leverage generative artificial intelligence (AI) to improve customer service and operational performance.

BMC is the first global vendor to embed generative AI across our entire service and operations management platform. You can read more about this ground-breaking announcement here.

Aside from that, we have been at the forefront of generative AI with BMC HelixGPT, a generative AI capability that can be tuned to the specific needs of CSPs. An immediate benefit for CSPs lies in empowering conversational use cases for network management and operations, driving actionable insights in natural language with a modular and adaptive generative pre-trained transformer (GPT) engine design. Utilizing large language models (LLMs), BMC HelixGPT captures and then learns from all data and insights to become an expert across all of your designated CSP data and systems for more accurate results and outcomes that are specific to your CSP.

We are collaborating with many CSPs on their generative AI journeys, advising how can help them achieve zero-touch, zero-trouble IT and network operations. Short-term use cases span network optimization, predictive network maintenance, customer experience transformation, and more. Here are few:

BMC’s leadership in generative AI is just one of the many ways we deliver positive business outcomes for CSPs. As we get closer to Mobile World Congress 2024, which will start on February 26, I will share more of the exciting CSP solution advancements from BMC.

Please stay tuned.

Generative AI: The Next Wave of ServiceOps Intelligence

Learn how HelixGPT brings generative AI to life throughout the BMC Helix platform


These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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About the author

Rob Morgan

AVP - Communication Service Providers (CSP) leads the Sales and go-to-market strategy accountable driving the expansion of BMC’s CSP solutions and services internationally. Rob brings over 25 years of senior leadership expertise and experience in the CSP industry having worked extensively in Europe, Americas, and Asia with Cable & Wireless and Vodafone. Rob has also led operations within Cisco and also been CEO of Cisco & Microsoft Gold partners.

Rob is passionate about customer centricity and committed to providing BMC customers with a constantly outstanding experience as a sustainable way to differentiate. He has led a number of global cultural and digital transformation programs in his career and is focused on ensuring our technology helps enable the CSP of tomorrow, today.