The telecom industry is pioneering a unified approach to responsible AI use, setting a precedent as the first sector to embrace this commitment. With AI now embedded in nearly every tech and telecom operation, its responsible application is imperative.
In September 2024, the GSMA introduced the first industry-wide Responsible AI (RAI) Maturity Roadmap. Despite its nascent introduction, 19 mobile network operators (MNOs) worldwide have pledged to use this roadmap to monitor, uphold, and enhance their responsible AI practices.
ITU members have also established new priorities for standards and capacity development, particularly focusing on implementing responsible, safe, and inclusive AI, to support sustainable digital transformation.
Notably, Microsoft and Abu Dhabi-based AI tech giant, G42, have established two new centers in Abu Dhabi, which focus on responsible AI development within the telecom sector and other industries across the Middle East and the Global South. A unique feature of this partnership is its “red teaming” process—designed to rigorously test and secure AI models against potential misuse or threats, ensuring systems are resilient and trustworthy. These centers work closely with Abu Dhabi’s AI and Advanced Technology Council (AIATC), which supports local and global cooperation in AI policy and research, with a focus on AI safety and ethical practices.
Why Telcos Need AI Innovation
AI offers telcos an opportunity to transform into AI-native organizations, integrating AI across all business areas to boost growth and innovation. Many have already started leveraging generative AI (GenAI), achieving substantial cost savings in marketing, sales, and customer service. In Q3 2024, Telecom Review held a successful webinar titled “Riding the Wave of Generative AI,” where experts explored trends, advancements, best practices, challenges, telecom use cases, and predicted the future of GenAI and its integration.
For instance, Nokia’s Cybersecurity Dome serves as a comprehensive solution for threat identification, detection, and validation. By leveraging AI, Nokia has eliminated the need for a dedicated expert monitoring team to manage security operations. Moreover, Umniah highlights that GenAI is playing a pivotal role in personalizing services, fostering closer customer connections, understanding their needs, and tailoring offerings accordingly. Notably, chatbots now play an integral role in these operations.
Similarly, Azerconnect Group reported a 10% reduction in calls forwarded to customer services within six months of implementing GenAI, reflecting enhanced efficiency in customer interactions. When telcos decide to adopt GenAI, B-Yond emphasizes that they need a well-coordinated team of domain experts, data scientists, and developers who not only have a deep knowledge of telecom operations but also work cohesively towards shared goals.
Achieving an AI-native transformation requires a strong focus on responsible AI (RAI). This encompasses deploying AI ethically, safely, transparently, and in compliance with regulations. In the highly regulated telecom industry, RAI frameworks are vital for building consumer trust, protecting sensitive data, and mitigating security risks through accountability and transparency.
Another telco-driven solution is MYCOM OSI’s GenAie, which is designed to elevate business and operational decision-making by transforming complex data into actionable insights. GenAie supports CSPs in their strategic initiatives and long-term planning by delivering comprehensive analyses that integrate and correlate network data across various dimensions.
With all these in mind, adopting a 'responsible AI' approach is not only about ethical compliance; it’s also a critical business imperative.
Benefits of a ‘Responsible AI’ Strategy
Implementing effective Responsible AI (RAI) practices can be a powerful way to enhance brand reputation, driving customer acquisition and retention, and ultimately boosting revenue growth. RAI also minimizes both commercial and reputational risks across an organization’s entire AI ecosystem, ensuring each tool and application operates with maximum accuracy and reliability.
RAI practices ensure that a customer service chatbot avoids biased, inaccurate, or sensitive language and aligns with the company’s branding. By embedding RAI into its operations, companies can build trust and loyalty, safeguarding their brand while maximizing the impact of AI on business performance.
Visionary telcos view strong RAI governance as a 'compass' that guides them toward innovation and allows them to explore the full landscape of AI with confidence and control.
An effective Responsible AI (RAI) framework should provide telcos with a clear, structured pathway for advancing their RAI maturity over time. Each level of the framework should outline specific metrics that telcos must achieve to progress, ensuring a continuous and measurable commitment to responsible AI practices.
Salam’s perspective aligned with this during the Q3 webinar, indicating the importance of having a well-defined strategy and objectives for AI implementation. This means not only identifying why AI is being adopted and where it will be applied but also establishing dedicated departments to manage and analyze the vast volumes of data AI will generate. These departments should be equipped with the right tools and expertise to maximize AI’s value effectively.
In the future, telecom companies that adopt structured Responsible AI (RAI) practices will establish themselves as ethical and innovative leaders while also unlocking substantial financial benefits. Having said that, a McKinsey analysis suggests that telcos implementing advanced RAI strategies could realize up to USD 250 billion in additional value globally by 2040 through effective use cases.
To help CSPs overcome challenges and unlock the true power of GenAI, Netcracker launched its GenAI Telco Solution, which comprises a GenAI Telco Platform consisting of knowledge management to build, test, and optimize telco-focused scenarios and includes a GenAI Trust Gateway, providing CSPs with the highest levels of security and accuracy.
By prioritizing Responsible AI (RAI), telecom operators can unlock AI’s full potential for business growth while strengthening customer trust—a foundation for driving innovation and generating new revenue streams. Emphasizing RAI also positions telecom companies as attractive employers, helping them attract and retain top talent and foster a culture of continuous improvement.
Outlook
To fully harness the competitive advantage and business value of GenAI, enterprises must prioritize building trust in these models and solutions. Achieving this requires embedding transparency, accountability, and ethics into the core. Establishing clear lines of responsibility, creating auditable systems for traceability, and implementing mechanisms to detect and address errors, biases, and misconduct are essential steps.
In the telecom industry, which intersects with AI, connectivity, security, and sustainability, a balanced regulatory framework is crucial to support innovation while safeguarding critical infrastructure.
As the telecommunications sector navigates this digital era, individuals, communities, businesses, and policymakers all play a vital role in shaping the future of AI. By focusing on customer experience and adhering to responsible AI practices, the industry can drive progress and ensure that AI technologies make a positive impact on society.
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