CelcomDigi is taking bold steps towards transforming its network operations with the goal of creating a fully AI-powered, autonomous environment. At FutureNet Asia 2025, the company outlined its ambition to evolve beyond traditional network management and place customer experience at the centre of its operational strategy.
As one of Malaysia’s largest operators, serving over 20 million customers and running the country’s most extensive mobile and fibre network, CelcomDigi sees network intelligence and resilience as national priorities. Mobile connectivity has become the backbone of Malaysia’s digital economy, underpinning everything from education and healthcare to e-commerce and industry. Customer expectations are now focused less on basic coverage and more on the quality of experience, whether that means smooth video streaming, consistent gaming latency or reliable digital payments.
To meet these expectations, CelcomDigi has identified three major challenges that must be addressed. The first is the growing complexity of networks as new services such as IoT, network slicing and smart industry solutions are introduced. The second is the demand for real-time responsiveness, with customers expecting zero downtime and instant performance. The third is the ongoing paradox of rising data traffic without equivalent revenue growth, which puts pressure on costs and efficiency.
CelcomDigi believes that the way forward lies in AI-driven autonomous operations. By 2028, the company aims to achieve level four autonomous operations, supported by closed-loop systems, predictive intelligence and generative AI. The transition involves moving from reactive processes towards predictive, self-diagnosing and self-healing networks that can assure customer experiences at scale.
The operator is already making progress on this roadmap. Working closely with Ericsson, CelcomDigi has deployed AI platforms that enable predictive maintenance, automated fault detection and real-time root-cause analysis. Processes that previously took hours can now be resolved in minutes, and continuous optimisation ensures 24/7 network performance. Examples already live on the network include nationwide AI-powered root-cause analysis, closed-loop traffic balancing with significant efficiency improvements, and intelligent change management that boosts success rates. Even everyday applications such as WhatsApp calls are being enhanced through AI-driven quality optimisation, reflecting how closely network performance is tied to customer experience.
These initiatives are delivering measurable results. The operator reports higher availability, fewer call drops, smoother video streaming and faster recovery times. Improvements in customer experience are also reflected in stronger satisfaction scores.
Looking ahead, CelcomDigi’s vision is a zero-touch, customer-centric network that runs seamlessly in the background. The company sees autonomous operations not only as a means of simplifying complexity and reducing costs, but also as a way to differentiate connectivity, support innovation and sustain market leadership in Malaysia’s fast-growing digital economy.
You can watch the full session in the video below. For more insights like this, make sure to follow FutureNet World, where industry leaders regularly share their strategies for the networks of tomorrow.
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