WEBVTT

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Sylvia, welcome.

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Where do you see the big
opportunities for telcos this

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year?

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This year is all about
generative AI, and I do see it

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as an opportunity for telcos to
go into a renaissance and to

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reinvent their business models
throughout.

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Of course, there is always the
cloud transformation, but now

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with GenAI

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you can really reinvent business
services and operations in all

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elements of the company.

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What impact is GenAI

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already having?

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What are you seeing?

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The biggest area of impact is
certainly the customer care,

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where you see operators into the
using of GenAI,

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for example in the IVR and web
experience.

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So that makes it much more
natural for consumers and

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businesses to find information
and to get support. It's having

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a big impact, and we've seen a
massive productivity gains, but

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also an impact on customer
experience. But then really

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throughout all the business
areas.

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So we see telcos are having the
ability to introduce new

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services that are AI based, and
also AI in the productivity of

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employees, so that it's easier
to prepare for a new customer

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meeting, a new sales call, or
even just producing a new

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contractor.

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And finally, AI in the
network—its opportunity now with

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AI to go towards an autonomous
network, so that you can get

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insights from where there are
maybe issues or outages and be

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able to operate and activate
your reaction immediately in a

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much better way and with a much
stronger impact on quality of

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service.

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Looking at GenAI

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and product innovation, what are
you most excited about here?

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I think it's now the opportunity
for telcos to also introduce new

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services for the market.

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And, so, like they had the value
added services in the 80s, like

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voicemail,

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today, now, it's a new array of
AI services.

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We are introducing, for example
today, cold protection, which is

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a service, which customers can
opt in and allows them to have

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an AI agent that screens scam
calls.

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If you can imagine, I don't
know, a senior person who gets

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called with phishing attacks
and, you know, other services.

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So, as a telco, you can get
people to obtain a service, and

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the AI assistant will screen
them and block them.

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But in the same way, you could
have telcos launching new AI

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digital assistants for SMBs to
manage reservations and stuff

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like that.

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So it's really the opportunity
for telcos to innovate and get

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new services out for their
market.

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Sylvia, thank you so much.

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My pleasure.

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Thanks so much.