Maintaining a competitive edge with AI using Amazon Bedrock with C Spire

C Spire operates with a customer-centric mindset, focusing on preventing service disruptions before they impact users. “We move with urgency, and our customers are always at the center of every decision,” says Alan Jones, senior vice president and chief network officer at C Spire. “Our goal is to keep our network resilient by proactively stopping issues before they start and delivering the connectivity that our customers depend on.”

The company began exploring how agentic AI could automate repetitive diagnostics; reduce mean time to detect (MTTD), mean time to know (MTTK), and mean time to repair (MTTR); and accelerate root-cause analysis to prevent outages altogether. “We’ve always gone up against much larger competitors, so we’ve always looked ahead and embraced what’s next in technology,” says Jones. “AI was no different and was a natural evolution for us.”

C Spire’s network leaders envisioned an intelligent system that could act like an always-on expert in the network operations center—automating repetitive diagnostics and gathering data from multiple systems to guide technicians toward faster resolution. To bring this vision to life, the company worked alongside AWS Professional Services to map use cases, address key challenges, and run daily sprints to maintain momentum.

Together, the teams created the AWS Autonomous Operations Solution, an innovative agentic AI solution that transforms how network technicians manage, troubleshoot, and optimize network performance. The assistant acts as an always-available expert, providing technicians with instant access to equipment manuals, technical documentation, and network schematics that can be queried using natural language. Built on Amazon Bedrock, a service for building generative AI applications and agents, the solution delivers precise, context-aware answers. To power this capability, C Spire uses Amazon Nova models, which offer frontier intelligence and industry-leading price performance, and Claude by Anthropic in Amazon Bedrock to support advanced reasoning and contextual understanding for accurate interpretation of complex questions.

Using different foundation models for different features helps C Spire optimize costs. “Amazon Nova is baked into the AWS environment, which simplifies AI agent development,” says Jana Westover, AI augmentation and initiatives lead at C Spire. “It has also reduced token spend, helping to keep our overall costs low.”

The AWS Autonomous Operations Solution helps with root-cause analysis during incidents by analyzing alarms, logs, and configurations, helping technicians cut through noise and act quickly to restore service. The solution employs several AWS services for network visualization, including AWS Glue, which makes data integration simpler, faster, and cheaper, and Amazon Neptune, a serverless graph database for connected data and improved AI accuracy.

By combining technical documentation with contextual knowledge of the company’s network, the AWS Autonomous Operations Solution delivers insights tailored to the networks it supports. As a result, technicians spend less time navigating tools and more time focused on problem-solving and network optimization. The assistant also empowers technicians to resolve issues that might have previously required escalation and helps bridge knowledge gaps. That means that it can also serve as a workforce training tool, helping technicians improve their own knowledge.

After 8 weeks of development, C Spire began rolling out the AWS Autonomous Operations Solution, refining it based on technician feedback so that it delivered practical value. While the rollout is still in progress, teams have already realized benefits from using the AWS Autonomous Operations Solution. Initial estimates show that MTTD, MTTR, and MTTK have been reduced by 80, 50, and 83 percent, respectively. What’s more, the tool has reduced the time it takes for a new technician to become proficient from 6 months to 3 months.

By accelerating detection, resolution, and technician training, the assistant facilitates more reliable service for C Spire’s customers.

The company plans to expand the AWS Autonomous Operations Solution’s use across different network segments and to add capabilities. The goal is to further amplify the tool’s impact across the company, helping C Spire maintain the agility needed to stay competitive. “It’s not just a network thing for us,” says Jones. “It’s an AI-first mindset of making certain we remain as efficient as possible and keep our competitive edge.”