Sylvia, welcome.
Where do you see the big opportunities for telcos this
year?
This year is all about generative AI, and I do see it
as an opportunity for telcos to go into a renaissance and to
reinvent their business models throughout.
Of course, there is always the cloud transformation, but now
with GenAI
you can really reinvent business services and operations in all
elements of the company.
What impact is GenAI
already having?
What are you seeing?
The biggest area of impact is certainly the customer care,
where you see operators into the using of GenAI,
for example in the IVR and web experience.
So that makes it much more natural for consumers and
businesses to find information and to get support. It's having
a big impact, and we've seen a massive productivity gains, but
also an impact on customer experience. But then really
throughout all the business areas.
So we see telcos are having the ability to introduce new
services that are AI based, and also AI in the productivity of
employees, so that it's easier to prepare for a new customer
meeting, a new sales call, or even just producing a new
contractor.
And finally, AI in the network—its opportunity now with
AI to go towards an autonomous network, so that you can get
insights from where there are maybe issues or outages and be
able to operate and activate your reaction immediately in a
much better way and with a much stronger impact on quality of
service.
Looking at GenAI
and product innovation, what are you most excited about here?
I think it's now the opportunity for telcos to also introduce new
services for the market.
And, so, like they had the value added services in the 80s, like
voicemail,
today, now, it's a new array of AI services.
We are introducing, for example today, cold protection, which is
a service, which customers can opt in and allows them to have
an AI agent that screens scam calls.
If you can imagine, I don't know, a senior person who gets
called with phishing attacks and, you know, other services.
So, as a telco, you can get people to obtain a service, and
the AI assistant will screen them and block them.
But in the same way, you could have telcos launching new AI
digital assistants for SMBs to manage reservations and stuff
like that.
So it's really the opportunity for telcos to innovate and get
new services out for their market.
Sylvia, thank you so much.
My pleasure.
Thanks so much.