At Digital Transformation World (DTW) 2024, industry leaders Harrison Lung, Group Chief Strategy Officer, e&, and Rahul Atri, Managing Director and President of the OSS Business Unit, Rakuten Symphony, explored the potential of AI in telecommunications. In a conversation moderated by Abe Nejad, Publisher of The Network Media Group, they discussed how AI is scaling from pilot implementations to broader applications, revolutionizing revenue streams, reducing costs, and enhancing customer engagement. The discussion highlighted the importance of generative AI (GenAI) as a critical component of the telecom industry’s future, emphasizing its ability to address both network operations and customer experience challenges.
While AI has been part of the industry for years, recent advancements in GenAI have significantly accelerated its adoption. These advancements are not only enhancing customer interactions but also optimizing network management and maintenance. There is a need to focus on domain-specific applications to harness AI's full potential, driving measurable impact and efficiency.
“We do believe that GenAI is going to be an enduring trend and it is here to stay."
"The measurement of ROI is very important because that defines how you take that technology going forward and how you adapt to it."
Watch the full interview here.
Telcos also face several challenges in adopting AI at scale. One significant challenge is the integration of diverse data sources. Telcos operate across multiple markets, each with its own regulatory environment and data privacy laws, making it difficult to consolidate data effectively. This is compounded by the need for AI systems to be trusted by both consumers and regulatory bodies. The discussion also highlighted the need for sustainable energy solutions to support the growing computational demands of AI. This aspect of AI implementation is critical as it not only affects operational efficiency but also aligns with global sustainability goals.
A highlight of the discussion was the importance of measuring ROI to ensure the sustainable adoption of AI technologies. AI should not be implemented merely for its novelty but should be integrated into business processes to enhance productivity and accuracy. The need to establish clear KPIs and measure ROI will be essential in determining the success of AI initiatives. This will not only validate the major investments but also guide future AI strategies effectively.
