Digital Chief at BT Confidently Embraces Telco AI Opportunity

2023-09-19 11:07:08

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Harmeen Mehta, the Chief Digital and Innovation Officer at BT Group, has emphasized the immense potential of artificial intelligence (AI) in the telecom industry. Speaking at TM Forum Digital Transformation World, Mehta stated that the industry is on the brink of an AI revolution and that BT aims to unlock over £1 billion in value from this technology.

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As a former computer science student with a focus on neural networks and AI, Mehta expressed her excitement for the current decade, calling it a pivotal moment for the industry.

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Mehta highlighted the consolidation of fragmented data from 2,500 systems into a single platform as a significant monetization opportunity. She revealed that her team has committed to delivering half a billion pounds of value from data and AI, with the potential for an additional billion.

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To achieve these ambitious goals, BT plans to leverage AI in various ways. This includes intelligently deploying fiber through AI-powered applications and using AI to enhance customer care by pairing the most suitable agents with specific queries to reduce customer churn.

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When discussing the future of AI, Mehta emphasized the need for a cultural shift to fully embrace and capitalize on the technology's potential. She remarked, "This is the true test for technologists and business people. Technology is now speaking the human language, making it easily understandable. It's no longer rocket science. This is also the first time that technology is disrupting technology."

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