Automation is essential for CSPs to manage complexity, reduce costs, and improve service. It ranges from tactical RPA to advanced orchestration with AI. Key drivers are cybersecurity, customer experience, operational efficiency, scalability, and revenue assurance.
Automation delivers value in network operations (cutting repair times and automating compliance), customer support (self-service and faster resolution), and billing (accelerating lead-to-cash, fraud detection, and lifecycle management).
Challenges include poor process understanding, reliance on tactical tools, weak governance, and cultural resistance. Success requires enterprise-grade automation with clear business objectives, robust design, and strong stakeholder support.
Future trends such as 5G, edge computing, and cloud migration demand automation, while regulations like the Telecoms Security Act enforce compliance.
CORTEX promotes recurring design sprints, skills acceleration, and self-enablement, ensuring CSPs balance quick wins with long-term transformation. Strategic automation is not optional – it is a survival requirement
