Khaberni - Zain Group held a workshop titled "AI Applications: Smarter Networks and More Efficient Operations", where discussions and interactive dialogues shed light on the significant progress in AI uses, and how AI applications can be transformed into impactful aids to enhance the customer experience and increase production efficiency.
Zain, a leader in technological innovation in the Middle East and African markets, mentioned that it plans to utilize AI in expanding the capabilities "from idea to application" across all its operations in the region, aiming to enhance its commitment to technology innovations oriented towards boosting and increasing value.
It is worth mentioning that this workshop was part of the practical applications implemented by Zain Group, which arise from the main pillars of its strategy "4WARD - Advancement with a Purpose", as these initiatives target accelerating Zain’s transformation towards building the largest technology conglomerate in the Middle East and Africa.
Zain Group’s Chief Technology Officer, Mohammed Al-Marshad said, "Machine learning, deep learning, and large language models have become key drivers for transformation in the telecommunications industry, and the three AI pillars – infrastructure, algorithms, and data – have established themselves as fundamental elements that are widely adopted and systematically integrated into the core of essential business functions".
Al-Marshad clarified, "This transformation reflects how AI has become the driving force behind higher efficiency, faster innovation, and a more distinguished customer experience; stemming from these changes, Zain’s technical leadership - in close coordination with the operational teams - adopts AI visions and transforms them into tangible achievements that redefine the future of telecommunications".
Al-Marshad added, "Zain is working to accelerate operational efficiency, and launch smarter and smoother customer experiences to reinforce its role not only in keeping pace with but also leading the digital transformation with confident steps towards regional leadership".
Al-Marshad revealed, "The group has defined a clear roadmap for the commercial marketing of AI, sparing no effort in expanding its AI agenda throughout 2026 to accelerate the outcomes, having launched an assessment at the network access level, which began implementation in Kuwait covering critical areas including wireless networks, core networks, and IP networks, within five main scenarios."
In the context of its long-term strategic vision, Zain has announced an ambitious goal to reach Level 4 of self-operating networks through a structured transformation over two stages from 2025 – 2030, guided by TM Forum guidelines and the application of industry best practices for high-value scenarios, aimed at achieving predictive, self-managed, energy-aware, and highly efficient network operations, which enhances Zain's position among the world's leading telecommunications innovators.
During the workshop, Zain showcased tangible results demonstrating how AI innovations can provide measurable value in network operations and customer-facing processes, including impacts like improved operational efficiency, better planning and scheduling of resources and costs, and enhanced customer experience through faster problem resolution and higher service reliability.
One of the highlighted use cases presented in Kuwait: AI programs for wireless network operations and maintenance – a joint initiative with Huawei introducing AI to network maintenance for the first time, speeding up fault isolation and resolution, expected to reduce outages by 2268 hours annually, thereby enhancing network reliability and service continuity, and Zain's commitment to adopting advanced technologies to build a smarter and more flexible network has been reinforced with the RAN FMEMate solution.
Another showcased case in Jordan: AI-driven large language model (LLM) programs for transforming network maintenance – Zain Jordan deployed CompSpirit, AssurSpirit, and FMEMate solutions to upgrade maintenance models using LLM capabilities, analyzing live complaints, sorting failures into 14 sub-categories within 8 main categories, allowing more precise tracking, faster diagnostics, and more organized workflows.
Meanwhile, a case presented in Iraq: Predicting customer churn probability supported by AI for proactive retention – a solution that identifies users prone to leaving through behavior and usage pattern analysis, enabling targeted retention actions early to protect recurring revenue and strengthen customer relationships. Concurrently, Zain Iraq is progressing with its AI-supported Idea-to-Cash initiative as part of business support systems transformation, where this smart platform supports the integrated business cycle, from idea generation to revenue realization, through the use of large language models (LLMs) and domain-specific models, contributing to faster revenue access, improved cash flows, and enhanced operational efficiency.
Zain Group is preparing to expand the deployment of high-value self-network cases on a large scale, alongside digital and commercial innovations powered by AI, to explore the full potential of these technologies across its regional footprint and beyond, confirming its position as a leader in the digital transformation of the telecommunications sector.
