Automation is no longer optional for Communications Service Providers (CSPs). The guide explains that automation should not be seen as isolated task-level fixes but as an end-to-end transformation covering people, processes, and technology.
Success depends on setting a clear business vision, creating a centre of excellence (CoE), and applying strong governance.
The whitepaper stresses choosing the right use cases through structured evaluation of people, processes, and systems. Tools like balanced scorecards and Human-in-the-Loop design help prioritise initiatives and build trust. Implementation requires a “Goldilocks” approach: not too small to be trivial, not too big to fail.
Future automation must integrate AI and data, but CSPs should adopt cautiously with governance and continuous improvement. CORTEX advocates starting small, measuring outcomes, and scaling strategically.
