In response to concerns over privacy, national security and economic development, some countries are advancing sovereign AI strategies to retain control over data and technologies, ensuring that AI development, deployment and governance align with local regulations. This requires nation- states to develop their AI workforce, build local AI infrastructure and govern how sovereign data is used within nationally controlled language models. It also impacts decisions around data centre locations, cross-border data flows and the selection of appropriate training data. In an emerging opportunity, CSPs have positioned themselves as sovereign AI providers by developing their infrastructure and capabilities across the cloud, edge compute and connectivity, hosting sovereign LLMs within their data centres or on sovereign cloud solutions. As trusted core infrastructure providers, CSPs are well-positioned to move beyond traditional last- mile connectivity by extending their infrastructure offerings across the cloud, edge compute and connectivity. They can deploy their data centres and ecosystem partnerships to host GPUs and offer AI infrastructure-as-a-service27 to enterprises.CSPs can enhance this foundational infrastructure layer with capabilities like data management, business logic, modelling tools and agentic frameworks to deliver complete AIaaS vertical solutions for specific industry use cases such as video surveillance or warehouse management. In the strategic transition towards AI service provision, CSPs must operate as AI businesses by understanding how end customers use AI to solve real-world problems and, in turn, the data and resources the CSP can provide in a secure and responsible way to support customer objectives, as trusted providers. While some global CSPs have made progress in providing sovereign AI, for most, this remains a future goal requiring significant investment and strategic focus. There’s a risk that smaller nations may not be able to support bespoke implementations, highlighting the importance of international and multistakeholder collaboration to create frameworks that protect national interests while maintaining responsible innovation and technology development. AI-as-a-service offering from e& BOX 8 e&’s AIaaS provides B2B customers end-to- end AI capabilities, in a managed environment. It provides scalable, pre-built solutions that can be customized, enabling fast deployment and optimized data handling. AIaaS minimizes integration challenges with existing systems, allowing businesses to focus on core activities while using AI for operational and strategic advantage. This service accelerates AI adoption, offering a cost-effective pathway to data-driven insights, operational precision and scalable growth. Impacts include rapid deployment, access to local AI experts and continuous capability building. Personal concierge across all channels The personal concierge concept represents a strategic shift in customer marketing, sales and service reinvention, transforming from a cost- focused reactive service model to a proactive, predictive, customer-centric value centre that enhances customer loyalty. Rather than simply responding to customer inquiries, the personal concierge employs AI’s predictive power to anticipate customer needs, creating a smoother, more connected service experience. Through intelligent automation and integrated data across the organization’s ecosystem, genAI enables hyper- personalized content and meaningful interactions that build loyalty and drive growth. As technology advances, the personal concierge can further use genAI tools to deliver a data- driven, highly interactive, personalized self-service experience. Digital solutions will span automated support channels to human assistance for complex needs. This shift will not only enhance efficiency and first-contact resolution metrics but also increase customer profitability and lifetime value, aligning service delivery with long-term business growth objectives. The first AI-powered autonomous telecom store BOX 9 The e& Autonomous Store Experience (EASE) is the world’s first autonomous telecom store, powered by AI and facial recognition technology for seamless entry and self-checkout. The fully automated store uses smart gates, AI-powered cameras, robotics and smart shelves to create a frictionless shopping experience. Customers can enter with facial recognition or the e& app, shop from an extensive range of e& products and services, and simply walk out with automatic self-checkout. This innovation enhances customer convenience, operational efficiency and overall customer experience. CSPs can deploy their data centres and ecosystem partnerships to host GPUs and offer AI infrastructure- as-a-service to enterprises. Artificial Intelligence in Telecommunications 17

Artificial Intelligence in Telecommunications 2025