Summary
Telecom operators are moving from experimentation to execution with generative AI, with leading carriers embedding the technology across customer service, engineering, and retail operations. Large language models are being localised for regional languages, with an Indonesian operator's collaboration on a homegrown LLM standing out as an example of building AI infrastructure tailored to local dialects and use cases spanning healthcare, e-commerce, education, and finance.
Southeast Asian and European carriers are also deploying generative AI internally, from conversational agents that support employees navigating internal policies and HR tasks, to AI-assisted network planning tools that translate infrastructure data into natural-language recommendations. Developer productivity tools also feature, with coverage of how AI-powered code generation is being rolled out across engineering teams alongside data governance and intellectual property safeguards.
Customer-facing innovation completes the picture, including AI-powered summarisation tools that consolidate customer interaction histories for frontline staff, and a fully autonomous retail store concept that uses facial recognition, smart shelves, and robotics to reinvent how telecom products are sold. These early deployments signal a broader shift from connectivity providers to technology companies.
- Localised large language models trained for regional languages and dialects
- AI-assisted network planning and internal knowledge search tools
- Autonomous retail concepts using facial recognition and smart shelving
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