Videos
BMC Helix on Autonomous Operations, Data Visibility, and Proactive Customer Experience
Insights
- Autonomous operations are enabling telecom providers to detect, diagnose, and resolve issues before customers experience service disruptions.
- High-quality, unified data is essential for helping AI make faster, more accurate operational decisions.
- Moving from AI pilots to production requires stronger integration between IT and network operations to deliver measurable business outcomes.
At MWC 2026, Sara Coppo and Matt Lambie of BMC Helix discuss how telecom operators are progressing from AI experimentation to real-world implementation. They explain how AI-driven observability and anomaly detection can identify issues, determine root causes, and initiate remediation before customers are even aware of a problem. The conversation highlights the importance of providing AI systems with high-quality, unified operational data so they can make better decisions and accelerate troubleshooting. They also explore how the convergence of IT and network operations is becoming increasingly important as telecom services rely more heavily on software-driven infrastructure. Looking ahead, they argue that the next phase of telecom transformation will be defined by turning agentic AI concepts into production-scale capabilities that improve customer experience and deliver tangible business value.
Christine Calhoun:
Can the network fix itself before you even know that it is broken?
Sara Coppo:
The idea is that it's really detecting the anomaly before it becomes, starts affecting, before the customers are acknowledging the fact that there is an issue.
And so they're taking their anomaly and then immediately after doing the triage. So understanding what has gone wrong, what is the root cause of the problem and then understanding how do I remediate.
Again, the idea is, you know something that all CSPs are aiming to, improving the customer experience. And what is the best customer experience is where the customer has got no problems and they don't realize that something has gone wrong.
Matt Lambie:
You have this pool of data that we provide to AI. So how do we help AI understand what to focus on? And part of that is by offering it good visibility of good data, good, unified data across your environment and whether that's telco running on IT or IT performance issues that can affect your telco space, to be able to provide that visibility to AI to then make better quality decisions to then make faster analysis.
I think that's what the direction that we're seeing going is good data in, good data out.
Sara Coppo:
There's a lot of, you know, agentic that we see around. So for me the expectations is really to understand how we have moved from the theory of one year ago to kind of like a practical implementations. And I also think that's, you know, this Frontier Telco, is also what this is all around, you know, how now do we implement those pilots into production so that we actually manage to achieve tangible business outcomes for CSPs?
Christine Calhoun:
So Matt, tell us a little bit about how you see the Frontier Telco framework working with BMC Helix?
Matt Lambie:
If we use IT and telco as a two different entities historically, it's bringing together all of that information to underpin that knowledge. You can't move to the telco, to the new frontiers if you don't know where you're coming from. So by knowing your IT infrastructure is underpinning your telco deployments right now, how can we move into that, that brave new world if we don't have an awareness of what we have today and where we've come from? So with telco now running on IT, those two worlds need to work better together.
