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Zain accelerates adoption of AI insights to enhance productivity initiatives and improve customer experience
Zain Group held a workshop titled “AI Applications: Smarter Networks and More Efficient Operations,” where discussions highlighted notable progress in artificial intelligence applications and explored how AI solutions can be translated into tangible impact that enhances customer experience and boosts operational efficiency.
Zain, a leading technology innovator in Middle East and Africa markets, stated it plans to expand AI capabilities “from idea to application” across its regional operations, reinforcing its commitment to technology-driven innovation focused on value creation.
The workshop aligns with practical implementations under Zain’s “4WARD – Progress with Purpose” strategy, which aims to accelerate the Group’s transformation into the largest technology conglomerate in the Middle East and Africa.
Zain Group Chief Technology Officer Mohammed Al-Murshed said: “Machine learning, deep learning, and large language models have become key transformation drivers in the telecom industry. The three core AI pillars—infrastructure, algorithms, and data—are now firmly embedded and systematically integrated into critical business functions.”
He added that AI is driving higher efficiency, faster innovation, and more advanced customer experiences. Zain’s technology leadership, in close coordination with operational teams, is translating AI insights into tangible achievements that redefine the future of telecommunications.
Al-Murshed noted that Zain is accelerating operational efficiency and launching smarter, more seamless customer experiences, positioning itself not only as a participant in digital transformation but as a regional leader.
He revealed that the Group has defined a clear roadmap for commercializing AI and will expand its AI agenda in 2026 to accelerate results. A network-wide assessment has already begun in Kuwait, covering wireless networks, core networks, and IP networks across five key scenarios.
As part of its long-term strategic vision, Zain announced an ambitious goal to reach Level 4 autonomous networks through a structured two-phase transformation from 2025 to 2030. Guided by TM Forum standards and industry best practices for high-value use cases, the initiative aims to achieve predictive, self-managing, energy-aware, and highly efficient network operations, strengthening Zain’s global innovation standing.
During the workshop, Zain presented measurable AI-driven outcomes across network operations and customer-facing functions, including improved operational efficiency, enhanced resource planning and cost optimization, faster issue resolution, and improved service reliability.
Key use cases presented:
Kuwait: AI programs for wireless network operations and maintenance—joint initiative with Huawei introducing AI into wireless maintenance for the first time. The solution accelerates fault isolation and resolution and is expected to reduce service interruptions by 2,268 hours annually. Deployment of the RAN FMEMate solution further strengthens Zain’s commitment to building smarter, more resilient networks.
Jordan: AI programs powered by large language models (LLMs) to transform network maintenance. Zain Jordan deployed CompSpirit, AssurSpirit, and FMEMate solutions to modernize maintenance models. The systems analyze live complaints and classify faults into 14 subcategories within eight main categories, enabling more precise tracking, faster diagnosis, and streamlined workflows.
Iraq: AI-driven churn prediction for proactive customer retention. The solution identifies subscribers at risk of leaving through behavioral and usage pattern analysis, enabling targeted early retention actions to protect recurring revenues and strengthen customer relationships. In parallel, Zain Iraq is advancing its AI-powered “Idea-to-Cash” initiative within its business support systems transformation. The platform supports the full business lifecycle—from idea generation to revenue realization—using LLMs and domain-specific models to accelerate time-to-revenue, improve cash flow, and enhance operational efficiency.
Zain Group plans to scale deployment of high-value autonomous network use cases alongside AI-powered digital and commercial innovations, exploring full potential of these technologies across its regional footprint and beyond, reinforcing its leadership in telecom digital transformation.
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