Vodafone Spain and Optare Solutions have launched a joint initiative that applies artificial intelligence (AI) to detect potential customer connection issues before they are perceived, with the goal of reducing incidents and improving service quality. The project, developed with Augura Tech technology—Optare’s AI proposal—is already operating in production on Vodafone’s fiber network.
Until now, there could be cases where the customer noticed connection slowness or outages and called customer service to resolve it. The initiative turns this process around: every day, an Augura Tech 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 that information, Vodafone can apply preventive actions and resolve the problem before the customer even notices it.
The collaboration began with a proof of concept at the end of 2025, which validated the ability of Augura Tech’s artificial intelligence models to proactively identify patterns associated with connection quality issues and facilitate preventive actions. Following the results obtained in this initial phase, Vodafone deployed the solution on its fiber network, where it has been operational since April. Since then, the anticipation and preventive action capabilities have contributed to a 25% reduction in incidents related to customer equipment, making it possible to offer a more stable connectivity experience and reducing the need for reactive interventions.
Benefits for customers
For customers, the result is a smoother experience: fewer outages and slowdowns, and a reduced number of calls to customer service to resolve common problems. Data analysis also helps identify which situations generate repeated calls, allowing for a definitive solution to be offered from the first contact.
“Artificial intelligence is truly useful when applied to the specific, everyday problems of customers,” stated Luis Alves, General Manager of Optare Solutions. “Together with Vodafone, we have demonstrated that it is possible to anticipate incidents and act before the customer notices the problem. It is a first step in a gradual evolution towards more proactive operations, which we will be able to expand with new use cases.”
“Artificial intelligence is already transforming the way we take care of our customers’ experience. Thanks to this solution, Vodafone can analyze millions of signals from the network and customer devices to proactively identify situations that could lead to an incident and act before they impact the service. This project reflects our commitment to innovation, offering our customers an increasingly proactive and personalized experience,” noted Angel Maseda, project manager at Vodafone Spain.
The next steps in the collaboration include expanding this anticipation to more types of incidents and extending these capabilities to other areas of customer service. The goal is to advance towards an increasingly intelligent network, capable of detecting, understanding, and resolving problems before they affect the customer experience.
About Augura Tech and Optare Solutions
Augura Tech is Optare Solutions’ division specialized on artificial intelligence and automatization. Optare Solutions is a leading service consulting firm in the telecommunications sector, specializing in offering innovative and tailored 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 a constantly evolving market. With over 160 professionals and a presence in 5 countries, the company has completed more than 2,000 projects in over 25 countries, collaborating with more than 30 telecommunications operators. Since October 2024, Optare Solutions has been listed on the BME Growth market (BME:OPTS), which opens new opportunities for international expansion and development.
About Vodafone Spain
Vodafone Spain is one of the leading convergent operators in the market, 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 specialized 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
