Vodafone Spain and Optare Solutions Use Artificial Intelligence to Anticipate Customer Incidents

Vodafone Spain and Optare Solutions have launched a joint initiative that applies artificial intelligence (AI) to detect potential issues in customers’ connections before they perceive them, with the goal of reducing incidents and improving service quality. The project, developed with technology from Augura Tech—Optare’s AI proposition—is already operating in production on Vodafone’s fiber network.

Until now, situations could arise where customers noticed slowness or outages in their connection and called customer service to resolve them. The initiative reverses this process: every day, an AI system analyzes the service status of fiber customers and anticipates which ones are most likely to experience an incident in the following hours. With this information, Vodafone can apply preventive actions and resolve the problem before the customer even notices it.

The collaboration originated with a proof of concept in late 2025, which validated the ability of artificial intelligence models to identify patterns associated with connection quality issues in advance and facilitate preventive measures. Following the results achieved in this initial phase, Vodafone deployed the solution on its fiber network, where it has been operational since April. Since then, this capacity for anticipation and preventive action has helped reduce customer equipment-related incidents by 25%, enabling a more stable connectivity experience and reducing the need for reactive interventions.

Customer Benefits

For customers, the result is a smoother experience: fewer outages and slowdowns, and fewer calls to customer service to resolve common problems. Data analysis also helps identify which situations generate repeat calls, enabling a definitive resolution from the first point of contact.

“Artificial intelligence is truly useful when applied to specific, day-to-day customer problems,” stated Luis Alves, General Manager of Optare Solutions. “Together with Vodafone, we have proven that it is possible to anticipate incidents and take action before the customer notices the problem. It is the first step in a gradual evolution toward more proactive operations, which we will be able to expand with new use cases”.

“Artificial intelligence is already transforming the way we care for our customers’ experience. Thanks to this solution, Vodafone can analyze millions of signals from the network and customer devices to identify potential incident-causing situations in advance and take action before they impact service. This project reflects our commitment to innovation, offering our customers an increasingly proactive and personalized experience,” noted Angel Maseda, project lead at Vodafone Spain.

The next steps of the collaboration involve expanding anticipation to more types of incidents and extending these capabilities to other areas of customer care. The goal is to move toward an increasingly intelligent network capable of detecting, understanding, and resolving problems before they affect the customer experience.

About Vodafone Spain

Vodafone Spain is one of the market’s leading converged operators, with over 12.8 million mobile lines and 2.6 million fixed lines. Since May 31, 2024, it has been part of Zegona Communications plc, a British group specializing in the acquisition and transformation of European telecommunications operators. Vodafone’s 5G network, recognized as the most reliable according to independent reports, will reach over 92% of the population and more than 4,700 municipalities this year. For more information, please visit: www.vodafone.es.

About Optare Solutions

Optare Solutions is a leading services consultancy in the telecommunications sector, specializing in delivering innovative, tailor-made solutions for CSPs and ISPs. Focusing on network and service automation, as well as the optimization of OSS processes and platforms, Optare Solutions is committed to helping its clients achieve operational excellence and stay competitive in an ever-evolving market. With more than 160 professionals and a presence in 5 countries, the company has completed over 2,000 projects across more than 25 countries, collaborating with over 30 telecommunications operators. Since October 2024, Optare Solutions has been listed on the BME Growth market (BME:OPTS), opening new opportunities for international expansion and development.