Foreword As a tech-native industry, the telecommunications sector has actively implemented machine learning (ML) and adaptive and predictive artificial intelligence (AI) for over a decade, especially in network operations. Today, the combination of traditional AI and generative AI (genAI) offers the industry a unique opportunity to rethink and reinvent traditional business and operating models. An inflection point is becoming apparent. Although there are regional differences, AI is omnipresent in telecommunications companies (telcos) across the world, offering opportunities to improve topline growth, build operational efficiencies and reduce costs, and increase the return on investment (ROI) on the large capital expenditure (CapEx) investments made by telcos. However, while the technology presents significant opportunities, many telcos are still struggling to implement use cases (particularly those involving genAI) at scale due to challenges around data and legacy infrastructure, talent and responsible adoption. The World Economic Forum has partnered with Accenture to develop this report and help industry better understand the current state of play across the sector and opportunities to accelerate responsible adoption across the telco value chain. We have worked closely with a community of telecoms across regions, original equipment manufacturers (OEMs) and other ecosystem partners, industry associations, and academia to gather insights and real-life experiences, developing a common understanding of the emerging opportunities, challenges and key enablers. The findings show a variety of AI use cases across different functions within telcos, of which 10 are characterized as top priorities with both a high perceived readiness and impact. Another set of use cases is deemed to be implementable in the next 12-18 months and beyond. This reflects that AI is real for the telecom industry, with a clear promise that it will be even more transformational in the future. With the technology and its adoption evolving rapidly, this initiative will continue to engage stakeholders across the telecom value chain, uncovering new insights, identifying emerging opportunities and challenges as they unfold, and offering a platform for knowledge exchange to drive collective action for responsible adoption. The development of robust governance and multistakeholder partnerships is key to facilitating a responsible adoption and ensuring a sustainable future for the industry. Bart Valkhof Head, Information and Communication Technologies Industry, WorldEconomic ForumFrancesco Venturini Senior Managing Director; Communications & Media Industry Global Lead, Accenture Artificial Intelligence in Telecommunications February 2025 Artificial Intelligence in Telecommunications 4

Artificial Intelligence in Telecommunications 2025