ShareKUWAIT: Zain Kuwait announced the launch of the Digital Assistant for Wireless Site Engineers across its network, making it the first in the region to introduce this type of artificial intelligence technology into operations and maintenance within its technical infrastructure. This achievement comes as part of Zain’s strategy to enhance its network infrastructure and accelerate its digital innovation and transformation journey, positively impacting service quality and efficiency, enhancing the customer experience on its network—rated the best and fastest in Kuwait—and reinforcing its leading position in the telecommunications and ICT sector.
The Digital Assistant, FME Mate—developed and implemented in collaboration with Zain’s strategic partner Huawei—helps identify and analyze fault causes with precision and propose instant repair solutions, leveraging the latest large language model (LLM) technologies in the industry.
With its natural language interaction feature, site engineers no longer need to enter complex system commands. They can access fault data and connection topologies quickly and easily, improving fault-handling efficiency by more than 20 percent in approximately 90 percent of cases. This solution is expected to reduce site downtime by more than 2,250 hours annually.
Commenting on this achievement, Daaij Al-Oud, Chief Technology Officer of Zain Kuwait, said: “The launch of the Digital Assistant solution for wireless site engineers reflects Zain’s strategic commitment to accelerating the pace of digital transformation within our technical infrastructure, employing the latest technology solutions to enhance efficiency. It is a pivotal step toward building smarter, more efficient, and more reliable networks.”
He added: “Integrating artificial intelligence into our operations will bring a qualitative leap in the quality of services we offer, while boosting our network’s readiness to support Kuwait’s vision of becoming a regional hub for the digital economy. We will continue to explore more intelligent solutions with our partners to build an advanced digital ecosystem that meets future needs.”
This launch highlights Zain Kuwait’s position as a regional leader in adopting cutting-edge technological innovations to sustain and optimize operations and maintenance efficiency, ensuring the continuity of high-quality digital services in line with its strategy to deliver the best possible experience to consumer, corporate, and government customers. The project also reinforces Zain’s standing at the forefront of telcos investing in building intelligent, adaptable networks capable of keeping pace with the rapid changes in the industry. By harnessing the power of generative AI to develop innovative solutions that support proactive operations and improve fault response times, it serves as a cornerstone of the company’s efforts to achieve maximum operational efficiency and sustain service quality.
The impact of this innovation goes beyond merely improving technical performance. It sets new benchmarks for intelligent maintenance and opens the door to developing more smart applications across various areas of the network. Zain continues to deliver on its vision to be a driving force for digital transformation in Kuwait and the region, through sustained investment in advanced technologies and the establishment of strategic partnerships that strengthen its position as a leading provider of future-ready digital solutions.
