Ericsson revamps its OSS/BSS with AI using Amazon Bedrock as a foundation
At this week’s TM Forum-organized Digital Transformation World (DTW) event in Copenhagen, Ericsson has given its operations support systems (BSS/OSS) portfolio a complete AI makeover. This BSS/OSS revamp aims to improve operational efficiency, boost business growth, and elevate customer experiences. It includes a Gen-AI Lab, where telcos can try out their latest BSS/OSS-related ideas; a Telco Agentic AI Studio, where developers are invited to come and build generative AI products for telcos; and a range of Ericsson’s own Telco IT AI apps. Underpinning all this is the Telco IT AI Engine, which handles various tasks to do with BSS/OSS orchestration.
Ericsson is investing to enable CSPs make a real impact with AI, intent and automation. AI is now embedded throughout the portfolio, and the other updates range across five critical, interlinked transformation areas within a CSP’s operational transformation, with each area of evolution based on a clear rationale and vision for the value it generates. Ericsson sites several benefits for telcos:
- Data – Make your data more useful. Introducing Telco DataOps Platform. An evolution from the existing Ericsson Mediation, the platform enables unified data collection, processing, management, and governance, removing silos and complexity to make data more useful across the whole business, and fuel effective AI to run their business and operations more smoothly.
- Cloud and IT – Stay ahead of the business. Introducing Ericsson Intelligent IT Suite. A holistic end-to-end approach supporting OSS/BSS evolution designed for Telco scale to accelerate delivery, streamline operations, and empower teams with the tools to unlock value from day one and beyond. It enables CSPs to embrace innovative transformative approaches that deliver real-time business agility and impact to stay ahead of business demands in rapidly evolving OSS/BSS landscapes.
- Monetization – Make sure you get paid. Introducing Ericsson Charging and Billing Evolved. A cloud-native monetization platform that enables real-time charging and billing for multi-sided business models. It is powered by cutting-edge AI capabilities that makes it easy to accelerate partner-led growth, launch and monetize enterprise services efficiently, and capture revenue across all business lines at scale.
- Service Orchestration – Deliver as fast as you can sell. Upgraded Ericsson Service Orchestration and Assurance with Agentic AI: Uses AI and intent to automatically set up and manage services based on a CSP’s business goals, providing a robust engine for transforming to autonomous networks. It empowers CSPs to cut out manual steps and provides the infrastructure to launch and scale differentiated connectivity services
- Core Commerce – Be easy to buy from. AI-enabled core commerce. Streamline selling with intelligent offer creation. Key capabilities include efficient offering design through a Gen-AI capable product configuration assistant and guided selling using an intelligent telco-specific CPQ for seamless ‘Quote to Cash’ processes, supported by a CRM-agnostic approach. CSPs can launch tailored enterprise solutions faster and co-create offers with partners all while delivering seamless omni-channel experiences
Grameenphone, a Bangladesh telco with more than 80 million subscribers is an Ericsson BSS/OSS customer. “They can’t do massive investments in areas that aren’t going to give a return,” said Jason Keane, the head of Ericsson’s business and operational support systems portfolio who noted the low average revenue per user (ARPU) in the Bangladeshi telecom market. The technologies developed by Ericsson are helping Grameenphone’s subscribers with top-ups, bill payments and operations issues.
“What they’re saying is we want to enable our customers to have a fast, seamless experience, where AI can help in some of the interaction flows between external systems. “AI itself isn’t free. You’ve got to pay your consumption, and it can add up if you don’t use it correctly.”
To date, very few companies have seen financial benefits in either higher sales or lower costs from AI. The ROI just isn’t there. If organizations end up spending more on AI systems than they would on manual effort to achieve the same results, money would be wasted. Another issue is the poor quality of telco data which can’t be effectively used to train AI agents.
Ericsson’ Booth at DTW Ignite 2025 event in Copenhagen
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Ericsson appears to have been heavily reliant on Amazon Web Services (AWS) for the technologies it is advertising at DTW this week. Amazon Bedrock, a managed service for building generative AI models, is the foundation of the Gen-AI Lab and the Telco Agentic AI Studio. “We had to pick one, right?” said Keane. “I picked Amazon. It’s a good provider, and this is the model I do my development against.”
Regarding AI’s threat to jobs of OSS/BSS workers, Light Reading’s Iain Morris, wrote:
“Wider adoption by telcos of Ericsson’s latest technologies, and similar offerings from rivals, might be a big negative for many telco operations employees. At most immediate risk are the junior technicians or programmers dealing with basic code that can be easily handled by AI. But the senior programmers had to start somewhere, and even they don’t look safe. AI enthusiasts dream of what the TM Forum calls the fully autonomous network, when people are out of the loop and the operation is run almost entirely by machines.”
Ericsson has realized its OSS and BSS tools need to address the requirements of network operators that either already, or will in the near future, adopt cloud-native processes, run cloud-based horizontal IT platforms and make extensive use of AI to automate back-office processes and introduce autonomous network operations that reduce manual intervention and the time to address problems while also introducing greater agility (as long as the right foundations are in place).
Mats Karlsson, Head of Solution Area Business and Operations Support Systems, Ericsson says: “What we are unveiling today illustrates a transformative step into industrializing Business and Operations Support Systems for the autonomous age. Using AI and automation, as well as our decades of knowledge and experience in our people, technology, processes – we get results. These changes will ensure we empower CSPs to unlock value precisely when and where it can be captured. We operate in a complex industry, one which is evidently in need of a focus on no nonsense OSS/BSS. These changes, and our commitment to continuous evolution for innovation, will help simplify it where possible, ensuring that CSPs can get on with their key goals of building better, more efficient services for their customers while securing existing revenue and striving for new revenue opportunities.”
Ahmad Latif Ali, Associate Vice President, EMEA Telecommunications Insights at IDC says: “Our recent research, featured in the IDC InfoBrief “Mapping the OSS/BSS Transformation Journey: Accelerate Innovation and Commercial Success,” highlights recurring challenges organizations faced in transformation initiatives, particularly the complex and often simultaneous evolution of systems, processes, and organizational structures. Ericsson’s continuous evolution of OSS/BSS addresses these key, interlinked transformation challenges head-on, paving the way for automation powered by advanced AI capabilities. This approach creates effective pathways to modernize OSS/BSS and supports meaningful progress across the transformation journey.”
References:
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Allied Market Research: Global AI in telecom market forecast to reach $38.8 by 2031 with CAGR of 41.4% (from 2022 to 2031)
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