Intelligent Care

Nokia Intelligent Care is a new approach to network service delivery that combines the speed of AI with the judgment of human expertise. Rather than only focusing on standard ticket handling, it is designed for complex, high-impact situations where network performance and business continuity are at stake.

Nokia's AI-native Care experts work alongside AI-driven tools to accelerate detection, analysis and resolution while validating every action before it impacts live services. The result is accountable, faster, and more accurate outcomes.

Nokia Intelligent Care also adds value for stable, mature networks operating in simpler environments, as it inherently accelerates detection, analysis, and resolution.

AI and automation accelerate customer operations but can also blur the root causes of failures.

When failures occur, technical engineers could face greater ambiguity in determining whether the root cause lies in the underlying system, the automation workflow, or the customer AI model itself, making troubleshooting and root cause analysis more challenging.

Multi-vendor environments add further complexity, combining hardware, software and automation controllers from multiple providers.

At the same time, the business impact of downtime is growing. In a real-time, AI-driven economy, a single outage can translate directly into lost revenue and reputational damage at scale.

Traditional break/fix models are no longer sufficient for this level of complexity and criticality.

Nokia's AI is powered by insights from millions of resolved cases across diverse global network environments, combined with deep R&D and product history and knowledge. This accelerates troubleshooting, reduces MTTR and minimizes manual intervention.

However, AI cannot operate autonomously in complex, high-risk scenarios. It lacks the ability to interpret intricate, multi-domain network behaviors and cannot manage unforeseen or unprecedented events.

Nokia intentionally combines AI with human experience and judgement to ensure that every AI action is validated before it impacts live services.

AI provides speed and large-scale analytical power, but judgment must come from experienced professionals. Nokia's AI-native Care experts can see beyond isolated data signals, interpret ambiguity, insert nuance into the judgement, and make informed decisions in situations AI alone cannot resolve.

Before any action is implemented on a live network, it is validated by a human expert to prevent unintended consequences. This “human-in-the-loop model” ensures decisions are not only fast but also safe, giving you confidence and operational control.

With Intelligent Care, Nokia Care experts remain accountable for the final decision to improve the accuracy and reliability of AI.

With Nokia Intelligent Care, customers can expect faster resolution of complex, high-impact issues, improved accuracy through AI-driven analysis and reduced operational risk through clear human accountability. The model helps customers transition from less predictable cost incident exposure to controlled, reliable outcomes, while securing the value of asset infrastructure investments.

Nokia Intelligent Care is based on intelligent swarming, bringing in critical situations the best expertise to bear immediately, without layer-by-layer escalation.

Nokia Intelligent Care covers your connectivity across fixed, IP and optical networks, providing integrated, service-centric support across technologies rather than fragmented, product-by-product care.