Unlocking the next wave of innovation and customer experience

Generative Al is reshaping telecom operations, from automating networks to personalising customer interactions, unlocking new efficiencies and growth.

- BY SAMIT BANERJEE

The telecom industry is at a pivotal crossroads. As connectivity becomes ubiquitous and customer expectations rise, telcos are being challenged to operate more efficiently while delivering deeply personalised experiences. Generative Al (GenAl) has emerged as a game-changing force, already making significant strides across core areas—enhancing network efficiency, bolstering security and streamlining business operations.

While challenges remain, the industry is steadily progressing toward broader GenAl adoption. By tapping into its capabilities, telecom providers can unlock new growth opportunities, increase operational agility, and deliver a superior customer experience.

FROM GENAI HYPE TO REAL

TELECOM TRANSFORMATION

The rise of GenAl in telecom has been nothing short of rapid. At the recently concluded 2025 Mobile World Congress (MWC), it was the centrepiece of nearly every major discussion—from evolving network standards like 6G to immersive, personalised user experiences. Notably, the conversation has shifted from understanding GenAl to figuring out how it can drive business outcomes. Telecom operators are moving beyond experimentation and practical application, using GenAl to reduce costs, improve operational efficiency, and scale personalised engagement strategies.

According to industry estimates, GenAl-driven use cases could unlock USD 60 billion to USD 100 billion in new revenue for telecom operators. The industry is already seeing GenAl transitioning from a co-pilot to an automation-driven enabler of business value. GenAl will drive modular telco capabilities, empowering systems to reason, recommend, and act autonomously across network operations, customer interactions, and service management.