How IOH is Revolutionizing Customer Service with AI-Native Operations

IOH’s Vice President Operations, Luthfi Auzan, shares how the company is deploying agentic operations to automate and streamline operations across multiple network and business domains.

As part of a multi-year investment in becoming AI-native, IOH is increasingly using AI and advanced analytics to transform its operations.

Its ultimate aim is to deliver an end-to-end, highly personalized service experience to customers, underpinned by high-performing networks.

“We are going to implement what we call the cognitive ... the intent of network operations,” according to Luthfi Auzan, Vice President Operations.

To achieve this, the company is simultaneously investing in creating a single source of data truth and overhauling workflows and systems, enabled by agentic operations that straddles multiple domains.

One of the issues IOH is currently addressing through the orchestrated use of agents is the diagnosis of faults across multiple network domains as this case study explores.

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Joanne Taaffe

Editor in Chief, Inform, TM Forum

Joanne has been covering telecoms and IT as an editor and journalist since the mid-90s. Prior to joining TM Forum, Joanne was a writer and editor in the smart manufacturing sector and is interested in how new technologies are impacting business ecosystems.