Telecom is harnessing the power of AI/ML to create truly personalized, efficient, and dynamic customer experiences. In a recent interview conducted by The Network Media Group, leading voices in the industry discussed how these technologies are not just improving service but transforming the entire telecom landscape. With AI-driven insights, predictive support, and real-time network optimizations, providers are redefining what it means to be customer-centric in an era where expectations are higher than ever.
In a guided interview moderated by Abe Nejad, Publisher of the Network Media Group (NMG), Danny Han Seng Foong, Head of Strategy at Telenor Asia, and Sandeep Arora, SVP – APAC and MEA of Rakuten Symphony, explored how AI and ML are reshaping telecom. They discussed the profound impact of these technologies on customer engagement, operational efficiency, and the telecom industry’s outlook for the future. The discussion highlighted that AI and ML are central to telcos’ evolution toward a customer-first approach. These technologies empower telecom providers to deliver intuitive, high-quality experiences that resonate with customers, helping the industry stay ahead in a competitive landscape.
During the interview, the leaders shared insights into how AI and ML enable telcos to anticipate and meet customer needs with greater precision. They highlighted how intelligent chatbots and predictive support are creating smoother customer interactions, helping resolve issues proactively. The discussion also covered how machine learning optimizes network management, ensuring that connectivity remains consistent and reliable, even during peak times – a critical factor as customers demand uninterrupted, high-quality service.
Another key focus was the strategic use of AI-powered analytics to generate actionable insights from vast data pools. By analyzing behavior and trends, telecom providers can better understand what drives customer loyalty, helping to reduce churn and improve targeted marketing efforts. This data-centric approach to personalization is transforming telecom operations, allowing for more responsive and tailored customer experiences.
For example, Rakuten Symphony builds AI-powered, cloud-native platforms that optimize network performance, manage customer experiences, and strengthen security. This proactive approach to network management ensures consistent connectivity and fewer service disruptions. Both leaders underscored the importance of data-driven insights, which allow telecoms to analyze customer behavior, reduce churn, and adapt marketing strategies based on evolving needs.
" What we're seeing is that Telenor is gearing itself to be an AI-first company…to create the benefits that will be enjoyed by our customers, but also by society at large."
" Our solutions are based mostly on a cloud-native platform, and the bedrock of that is AI…improving customer experience, optimizing network management, and also improving security."
The interview also touched on AI’s potential to create seamless, multi-cloud experiences for enterprise clients. This includes a scalable strategy that unifies applications, regardless of whether they’re on-premises, on hyperscalers, or SaaS platforms. By anticipating client demands, telecom providers can create a unified experience, improve operational efficiency, and align with specific business goals. The discussion concluded on the idea that AI and ML are not merely tools but the foundation for building a customer-centric, future-ready telecom landscape. Watch the full interview here.
