Huawei Launches AI-Native SmartCare Solution, Achieving Network NPS Commitment and Closed-Loop Management

[Barcelona, Spain, March 1, 2026] During MWC Barcelona 2026, Huawei will officially launch the industry's first next-generation SmartCare solution based on the AI-Native framework. This solution integrates Spatio-temporal Digital Twin technology and the SRCON2.0 domain-specific large model, addressing the long-standing challenges of measuring, managing, and improving network NPS (Net Promoter Score). This makes it the first solution capable of committing to and achieving closed-loop management of network NPS improvements.

According to the "Mobile Economy 2025" report by GSMA, the global penetration rate of single mobile users has reached 71%, with an average growth rate of only 1.14% over the next six years, while growth in high-value regions is nearly stagnant. Against this backdrop, NPS has once again become a key indicator for measuring operators' market competitiveness and sustainable development capabilities.

Turning Network NPS Improvement into a Certainty

Huawei SmartCare leverages network big data and poor-QoE user analysis to build a network NPS model, accurately identifying three core user groups: potential low-satisfaction users, neutral users, and promoters. It calculates the network NPS value in real time, helping carriers clearly understand the actual dynamics of the current network experience. This approach overcomes the limitations of traditional NPS management, which "cannot see or accurately identify issues," and provides precise support for network optimization decision-making.

Based on the digital twin technology, the temporal and spatial characteristics of the network through digital models, and SRCON2.0 (Simulated Reality of Communication Networks), SmartCare accurately identifies the specific time and location when poor-QoE events occur for low-satisfaction users. By combining this information with the network's operational status during the corresponding period, SmartCare transforms the abstract concept of "user dissatisfaction" into concrete "network issues." This enables network optimization efforts to focus on the core issues affecting network NPS, significantly improving optimization efficiency.

By leveraging the capabilities of "accurate identification of network NPS across all users, precise insights into poor-quality areas, and personalized optimization strategies tailored to each grid," the network NPS management process is transformed from"post-event surveys"to a"visible, manageable, and improvable"certainty-driven task, helping operators build a new competitive edge in customer experience in markets with high penetration rates.

This solution has already completed pilot verification with an operator in the Asia-Pacific region. Data shows that during the pilot period, the network NPS increased by 7 points, DOU grew by 11.5%, revenue rose by 1.2%, and complaints caused by network issues decreased by 10%.

Network NPS Solution: Performance, Experience, and Business Value

The next-generation SmartCare solution, based on the AI-Native framework, breaks through the limitations of traditional NPS management, making network NPS improvement a certainty. To further demonstrate the value of this innovation and its future development direction, Huawei will provide further insights at the Huawei Intelligent CEM (SmartCare) Forum on March 3rd , showcasing how the AI-Native framework drives intelligent network NPS management and supports operators in continuously improving customer experience.