Converge boosts AI role in operations

MANILA, Philippines — Broadband provider Converge ICT Solutions Inc. has expanded the role of artificial intelligence (AI) in its system to speed up fault detection in resolving service interruptions.

Converge is building up a zero touch network operations network that leans on AI to respond to data signals with as little human intervention as possible.

Through this, Converge wants to hasten emergency response and reduce human error in patching up network disruptions and issues.

In particular, the Dennis Anthony Uy-led firm is using the Network Intelligence and Automation Platform (NIAP) for end-to-end solutions in its operations. At present, NIAP is used by Converge to monitor and maintain its infrastructure, as well as assess and resolve issues.

NIAP reduces the number of alarms for trouble events to a minimum, just enough for an engineer to analyze a problem. The AI manufactures a trouble ticket once the source of the alarm is identified, updating it along the way to include new developments.

Likewise, NIAP allows engineers to resolve issues at a faster pace as the AI provides the figures on how many subscribers are affected by a service interruption.

As proof of its efficiency, Converge saw a 50 percent drop in the number of trouble tickets issued in the fourth quarter of 2022.

Further, the firm recorded a 62 percent decline in the mean time to escalate backbone problems, meaning service disruptions are resolved within 25 minutes, from one hour previously.

Converge chief network transformation officer Paulo Martin Santos said the firm hopes to create a self-healing system wherein fault detection, monitoring and resolution are executed by AI. The firm aims to expedite its response to service outages with this.

“With this new and intelligent operating model driven by our AI, the processing time of network faults and cost of operations, as well as human errors, can be effectively controlled. In the future, we are looking forward to using AI to provide proactive advisory services to customers,” Santos said.