Transforming telecoms with AI and ML
0As a tech-native industry, the telecommunications sector has embraced machine learning (ML) and predictive artificial intelligence (AI) to optimize network operations for over a decade. Today, with the rapid advancement of generative AI (genAI), telecom operators are entering a new phase—reimagining traditional business and operating models. AI is enhancing network performance, reducing energy consumption, and driving efficiencies at scale. From intelligent automation that lowers cost-to-serve to genAI-powered personalization in sales and marketing, AI is unlocking innovative services, new business models, and responsive, dynamic networks. There is also growing momentum behind telecom-led AI offerings such as AI infrastructure provision and AI-as-a-service (AIaaS), while natural language capabilities are reshaping customer service through digital assistants and chatbots. In parallel, telecom operators are increasingly positioning themselves as trusted partners in the AI age. Leveraging a long-standing reputation for security, privacy, and reliability, they are building on their track record in cybersecurity to support the responsible adoption of AI across sectors. As businesses face growing concerns over data integrity and AI safety, telcos are stepping up—deploying AI, machine learning, and digital twins to identify and patch vulnerabilities, test and validate models, detect and respond to incidents, and prevent fraud. Their role in enabling secure and resilient AI ecosystems is becoming increasingly strategic. In this strategic dialogue, senior industry representatives from leading telecom operators will explore how AI/ML are not only optimizing networks but serving as catalysts for industry-wide transformation. The session will discuss real-world use cases already delivering impact and highlight the growing importance of international standards and collaboration in shaping the future of AI-powered telecommunications.
Panelists:
John Omo
Secretary-General, African Telecommunications Union (ATU)
Hatem Dowidar
Group CEO, e&
Chih-Lin I
China Mobile Chief Scientist, Wireless Technologies, China Mobile Research Institute
Pamela Snively
Chief Data & Trust Officer, TELUS
Moderators:
Ebtesam Almazrouei
Executive Director of the Office of AI and Advanced Technology at the Department of Finance, CEO and Founder of AIE3, Chairperson of UN AI for Good Impact Initiative
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Disclaimer:
The views and opinions expressed are those of the panelists and do not reflect the official policy of the ITU.