KUWAIT — Zain Group hosted a workshop titled “AI in Action: Smarter Network Operations” at its headquarters in Kuwait, showcasing the company’s progress in integrating artificial intelligence across network operations and digital transformation initiatives as part of its broader TechCo strategy.
The workshop highlighted how AI, machine learning, deep learning, and large language models are being embedded across operational and commercial functions to improve network efficiency, enhance customer experience, and drive measurable business outcomes. The initiative aligns with Zain’s 4WARD – Progress with Purpose strategy, which aims to accelerate the company’s evolution into a technology-driven organisation.
Zain outlined its long-term roadmap to achieve Autonomous Network Level 4 (AN L4) between 2025 and 2030, targeting predictive, self-managing, and energy-efficient network operations guided by TM Forum frameworks and industry best practices. The transformation includes capability assessments across wireless, core, and IP network domains to identify and address operational gaps.
Several AI-driven use cases were demonstrated during the event. In Kuwait, intelligent agents deployed in wireless operations and maintenance are expected to significantly reduce outage duration and improve service continuity through faster fault detection and resolution. In Jordan, LLM-powered agents are being used to analyse customer complaints and automate fault classification, enabling faster diagnosis and structured resolution workflows. Meanwhile, Zain Iraq showcased AI-based churn prediction models designed to proactively retain customers and support revenue protection, alongside AI-driven Idea-to-Cash initiatives aimed at accelerating time-to-revenue and operational efficiency.
The workshop underscored Zain’s focus on practical AI deployment, demonstrating how data, algorithms, and infrastructure are being leveraged to deliver operational improvements while strengthening network reliability and commercial performance across its regional operations.
