Huawei Unveils SmartCare Intelligence Solution to Drive Experience Improvement and Revenue Growth

During MWC Barcelona 2026, Huawei held an Intelligent CEM (SmartCare) Forum themed “Unleashing Value from Network Experience & Data to Drive Business Growth”, and launched the SmartCare Intelligence solution based on the industry’s first AI-Native architecture. This solution helps operators apply new AI technologies to high-value scenarios, creating new business value.

More than 100 industry guests and experts from renowned analysis organizations, TM Forum, and operators, had in-depth discussions on AI investment strategies and paths for large-scale application, and witnessed the launch of the new SmartCare Intelligence solution.

Ding Chengyi, President of Network Performance and Converged Data Operations Domain unveiled the SmartCare Intelligence solution at the forum. This solution is based on an architecture featuring “1 unified AI entry + 2 key technology foundations + N scenario-based intelligent services”, introducing new capabilities such as domain-specific professional models and digital twins, enabling rapid closed-loop of production and operations processes, and achieving new business outcomes:

• 1 unified AI entry DataChat: Serving as the unified AI entry in the telecom CEM domain, DataChat integrates long-term memory capabilities with domain knowledge to proactively perceive the user, traffic, and experience status on the network. It can also call upon various intelligent agents and tools as needed for collaborative analysis, providing globally optimal solutions and recommendations, thereby creating an intelligent decision support entry with deep expertise in the telecom domain.
  
  
• 2 key technology foundations: By loading newly upgraded series of domain-specific professional models, such as the network digital twin and SRCON2.0 in the telecommunications field, the new solution will enable a “new work paradigm of experts + digital employees” to quickly close the loop on issues and generate business value.
  
  
• N scenario-based intelligent services: With the release of the new solution, four high-value scenarios were simultaneously launched—complaint management, network NPS improvement, high-value customer experience assurance, and hyper-personalized marketing. These scenarios focus on the most pressing pain points and challenges currently faced by customers, enabling seamless and efficient collaboration between domain experts and scenario-based AI agents, thereby helping operators quickly achieve a closed-loop of business value.
  
  

Ding Chengyi said, “The telecom industry is moving towards a new phase of fully intelligent operations. The SmartCare Intelligence solution will help operators quickly apply AI to high-value scenarios, accelerate the unleashing value from network experience and data, lead a new operational paradigm of business and network synergy, and drive new business growth.”

MWC Barcelona 2026 will be held from March 2 to March 5 in Barcelona, Spain. During the event, Huawei will showcase its latest products and solutions at stand 1H50 in Fira Gran Via Hall 1.

The era of agentic networks is now approaching fast, and the commercial adoption of 5G-A at scale is gaining speed. Huawei is actively working with carriers and partners around the world to unleash the full potential of 5G-A and pave the way for the evolution to 6G. We are also creating AI-Centric Network solutions to enable intelligent services, networks, and network elements (NEs), speeding up the large-scale deployment of level-4 autonomous networks (AN L4), and using AI to upgrade our core business. Together with other industry players, we will create leading value-driven networks and AI computing backbones for a fully intelligent future.

For more information, please visit: https://carrier.huawei.com/en/minisite/events/mwc2026/