REAL AI continues its journey. In our first post, we introduced REAL AI as a pragmatic philosophy for embedding intelligence into broadband operations. In the second, we explored how responsive support empowers every user to deliver expert-level outcomes. Now, we shift to proactive assurance, where the network anticipates issues before they surface, infers subscriber experience from signals and guides resolution before frustration sets in. This isn’t just smarter support – it’s a smarter network.

Responsive support today – driving with warnings

Responsive support is a leap forward. It gives human agents anomaly detection, guided workflows and clear next steps – no more digging through fragmented systems. But it still starts with a subscriber noticing something’s wrong.

By the time they call, the damage is done: frustration, a ticket and time lost. It’s like driving with lane-departure warnings – you’re alerted only after drifting. Responsive support reduces the guesswork, but it’s still reactive. And that’s what we’re here to change.

Proactive assurance tomorrow – driving with guidance

Proactive assurance flips the model. Instead of waiting for subscribers to report issues, the network becomes the early warning system. AI monitors experience and health in real time, predicts what’s likely to go wrong and recommends actions before service is impacted.

It moves beyond anomaly detection toward predicting experience and guiding resolution. Think of it as adaptive cruise control for broadband: still human-driven but smarter, safer and more efficient. Support shifts from reacting to preempting. Instead of getting fixes, subscribers get uninterrupted service.

The real leap forward is a network that fixes issues before subscribers ever feel them.

Proactive assurance isn’t just a vision – it’s already underway. Mosaic One Operate acts as a broadband co-pilot for network engineers, scanning Adtran and third-party equipment for early signs of trouble. It identifies issues such as fiber degradation, configuration drift and capacity constraints, surfacing issues before subscribers notice. It’s adaptive cruise control for broadband, built on a consistent reasoning pipeline that ensures insights are explainable and scalable.

Mosaic One Clarity, currently in customer trials, is the next evolution. Designed to enhance both Operate and Care in upcoming releases, Clarity filters alert noise, infers subscriber experience and pinpoints root causes across the access and in-home network. It delivers prioritized subscriber health views and actionable insights – who’s affected, why and what to do. ACE Fiber projects Clarity will reduce their ticket volume by up to 75% per month. This shifts operations from simple detection to intelligent triage, and from identifying symptoms to understanding the issue and the fix.

The intelligence backbone – reasoning, learning and agentic growth

REAL AI’s reasoning flow goes beyond anomaly detection. It’s a structured, human-curated pipeline that mirrors how expert engineers think: fast, repeatable and explainable. It begins by identifying what’s out of place in the network, then diagnosing why it’s happening and where, whether in the home, the access network or both. From there, it prescribes the right action to restore service.

But proactive assurance adds a critical fourth step: inferring whether the issue actually matters to the subscriber. This is where REAL AI sets itself apart. It doesn’t just detect and diagnose – it evaluates impact. Drawing on feedback from tools like Intellifi® and Care, it determines whether a slow connection or buffering video is affecting one device, several or the whole home. It weighs frequency, scope and severity to flag what needs fixing first.

While the reasoning flow delivers immediate value, the learning flow ensures the system gets smarter over time. Anomalies, interactions, resolutions and subscriber reactions feed the loop. Implicit signals from Mosaic One Care, diagnostics from MSI and direct feedback from the Intellifi® app all contribute to refining the logic. Human researchers and AI agents collaborate to mine this data, test hypotheses and build new detectors. Over time, troubleshooting evolves from reactive triage to intelligent, subscriber-centric prioritization.

Proactive assurance – AI teammates for every user

Responsive support gave every user in the support chain a boost from subscribers using guided workflows to Tier 1 agents delivering expert-level outcomes. But proactive assurance changes the game entirely. It anticipates issues rather than waiting for them. And it enables operational change at every level.

With REAL AI, service provider operations shift from reactive firefighting to predictive precision. These intelligent AI teammates continuously monitor network health and subscriber experience, infer what’s about to go wrong and guide resolution before the subscriber ever notices.

Subscribers enjoy uninterrupted service, protected by intelligence that sees ahead. There are no calls and no frustration, only seamless connectivity.

Tier 1 agents become experience managers. Instead of reacting to complaints, they resolve issues before they escalate, armed with root cause insights and guided resolution paths.

Tier 2 engineers focus on optimization, not triage. With deep diagnostics and AI-prioritized workflows, they tackle the most impactful problems first.

Operations leaders gain foresight. They see sparks before they become fires, allocate resources proactively and deliver service excellence at scale.

This is the shift from support to assurance. From reacting to anticipating. From fragmented tools to unified intelligence. And from human effort to human-AI partnership.

REAL AI teammates act as collaborators. They’re built to reason, designed to explain, ready to act and always learning. This is how we redefine broadband operations for the future.

Written with the assistance of REAL AI