AI becomes central to managed network services as vendors explore generative capabilities and security enhancements

As AI deepens its integration into network operations, providers leverage generative AI and machine learning for automation, customer support, and security, signalling a transformative shift in managed network services.

Artificial intelligence is moving from an experimental add-on to a core operating layer in managed network services, with Gartner saying that nearly all the providers it tracked had already begun weaving AI into their enterprise network operations. The shift is visible across several fronts: AI for IT operations, generative AI as a network assistant, customer service automation, and security tools built into software-defined and cloud-based network platforms. According to Gartner’s assessment, the direction of travel is away from manual firefighting and towards systems that can anticipate problems before they affect users.

That is already changing the way large providers run their networks. HCLTech, Microland and NTT Data are among the companies Gartner highlighted as using AI-driven automation to improve onboarding and customer experience, while machine learning is being used in network operations centres to spot anomalies and handle repetitive work. Tata Communications has said it has used AI-based fault diagnosis with 85% accuracy, alongside telemetry designed to predict and resolve issues before outages spread. NTT Data’s recognition as a Leader in the 2024 Gartner Magic Quadrant for Managed Network Services underlines how software-defined capabilities and security play increasingly central roles in the market.

The most visible next step is the rise of the network AI assistant. Gartner says service providers are exploring generative AI tools that can speak to operations teams through natural language chat, help with troubleshooting, document networks and even generate configuration changes from intent. HCLTech has said it is building GenAI capabilities into software-defined wide-area networking and a supplier-focused large language model inside its service delivery platform, a sign that some providers want AI to become part of the control plane rather than just an advisory layer.

AI is also being pushed into the customer-facing side of managed network services. Providers are using chatbots, self-service portals and automated reporting to improve visibility for enterprise clients and reduce the burden on support teams. Comcast Business, BT, MetTel and Systal Technology Solutions all highlighted Gartner recognition in 2024 as evidence of their standing in global WAN or managed network services, reflecting how the market still prizes reach, execution and service quality even as the underlying platforms become more automated.

Security is where the stakes are highest, and where AI may prove most consequential. Gartner said providers are using AI and machine learning in SASE and network security to detect suspicious behaviour, isolate devices, tighten policies and help analysts interpret complex attacks. Vendors such as Versa Networks and Cato Networks are also leaning heavily on AI and ML in their cloud security and traffic-management offerings. Looking further ahead, Gartner expects the next three to five years to bring a deeper transformation as traditional AI, generative AI and agentic systems become more tightly embedded in managed network services.

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Source: Fuse Wire Services