At TM Forum DTW Ignite in Copenhagen, innovation takes center stage with a groundbreaking initiative on autonomous customer experience for 5G and Wi-Fi networks.
The Customer Experience Index (CEI) project enters its fifth phase in 2025, bringing new cutting-edge use cases that combine AI-driven automation with sustainability goals. This initiative, in which Tupl plays a key role, continues to push the boundaries of what autonomous network operations can achieve for telecom operators and their customers.
From Insight to Automation: The Evolution of CEI
The Customer Experience Index represents a data-driven model designed to quantify and enhance the quality of telecom services. The project's primary objective focuses on anticipating and resolving network performance issues proactively, before they impact customers.
Evolution across multiple phases has included:
- Crowdsourced CEI models for 5G networks
- Integration of direct network infrastructure data
- Persona-driven modeling for different customer profiles
- Predictive capabilities via Network Data Analytics Function (NWDAF)
- Network Digital Twin visualization in 3D interactive format
- Wi-Fi CEI models combining router data, mobile telemetry, and probes
- Autonomous operational use cases with anomaly detection and closed-loop actuation
2025: What's New in Phase V?
Four cutting-edge use cases have been launched for Phase V:
1. CEI for Converged Mobile & Wi-Fi Networks
A unified model merging mobile and fixed data for a 360° customer view, developed in partnership with Telefónica Spain. This use case provides operators with a holistic understanding of customer experience across all connectivity touchpoints.
2. Sustainability-Driven CEI Automation
Energy consumption estimation with power-saving optimization guided by CEI metrics. This use case directly addresses the growing need for telecom operators to balance network performance with environmental responsibility.
3. 5G Network Slicing Automation for QoE
Intent-based policies with anomaly detection and dynamic slicing that optimize Quality of Experience (QoE) in real time, ensuring customers consistently receive the service quality they expect.
4. Generative AI for Service Center Automation
AI-powered complaint resolution that reduces churn by enabling faster, more accurate, and more personalized responses to customer service inquiries.
Why It Matters
Three key themes define the significance of Phase V:
- AI Meets Sustainability: Balancing network performance with environmental responsibility through intelligent energy orchestration
- Customer-Centric Automation: Shifting from reactive to proactive assurance, anticipating problems before customers experience them
- Real-World Impact: Using actual Telefónica Spain and Elisa Finland network data to validate and refine the models
Tupl's Role: Enabling Zero-Touch Decision Intelligence
Tupl's contribution to the CEI project centers on "Zero-Touch Decision Intelligence" — the capability to take automated, policy-driven actions based on real-time CEI data. This includes:
- Real-time CEI interpretation and anomaly detection
- Predictive modeling to anticipate future network issues
- Root cause identification across complex network environments
- Automated policy-driven actions for closed-loop network management
- Energy orchestration guided by sustainability targets
Meet Us at DTW Ignite 2025
Tupl will be present at TM Forum DTW Ignite in Copenhagen in June 2025 to showcase the latest results from the CEI Phase V project and demonstrate how AI-driven customer experience automation is becoming a practical reality for telecom operators worldwide.