Growth Opportunities in AI for Mobile Operator Monetization

AI Is Driving Transformational Growth for Mobile Operators by Addressing Traditional Challenges

Incorporating AI into mobile operator business operations offers clear advantages-automation, customer-centric services, and operational efficiency. However, these benefits come with challenges, including high implementation costs and data security risks. Strong support from C-level executives and boards can help operators overcome these obstacles.

Not all operational areas will see immediate AI impact, as some already use machine learning. While AI adoption remains in early stages across many functions, early financial gains-especially in energy savings-are promising. Major vendors now embed AI, including generative AI, into their solutions with varying maturity levels, driven by competitive pressure.

AI adoption is advancing rapidly, but in telecom, operator investment appetite is often overstated. Significant returns are still emerging, making AI a potential-rather than proven-growth driver. If operators successfully manage the associated risks, AI could become a critical tool to revive industry growth.

For operators still defining their AI strategy, customer experience is the most logical starting point. Operators focused on improving customer experience tend to outperform financially. A better experience also makes monetizing the customer base easier. In contrast, prioritizing monetization before enhancing customer experience may weaken the case for further AI investment.

The Impact of the Top 3 Strategic Imperatives on the Mobile Services Industry

Transformative Mega Trends

• Why: The aging population, rapid urbanization, and digital transformation are reshaping the world. The COVID-19 pandemic has heightened the urgency for real-time, automated, and connectivity-driven solutions.
• Frost Perspective: By 2030, technological advancements powered by AI and 5G will affect over 50% of jobs worldwide.

Disruptive Technologies

• Why: Emerging technologies such as 5G, edge computing, cloud, and AI are converging to meet the rising demand for real-time automation and enhanced connectivity, enabling faster decision-making, greater flexibility, and higher efficiency.
• Frost Perspective: As the constant introduction of new technologies becomes the norm, disruption will increasingly stem from factors such as stakeholder expectations for infrastructure and connectivity. Enterprises must adapt quickly to shifting customers' and clients' rising expectations.

Industry Convergence

• Why: 5G can catalyze digital transformation within and across vertical industries, reshaping the industry landscape. While 4G will continue to provide coverage where 5G is unavailable and support basic use cases that do not require advanced capabilities, 5G will unlock higher-value opportunities.
• Frost Perspective: Enterprises are developing sustainable economic models that push boundaries to sustain growth. Verticals are fine-tuning new processes and methodologies, which will eventually create seamless integration across industries.

Growth Drivers

• Ongoing Digital Transformation Is Driving Growth
• Technological Convergence Enables Innovation
• Emerging Technologies in Combination with 5G Advanced Bring Better Value
• Technology Helps Address Increasing Customer Expectations

Growth Restraints

• Staying in Business Is Increasingly Tough: Over the past 4 to 5 years, many mobile operators have merged or sold network assets to address declining valuations and limited differentiation. Examples include Digi-Celcom in Malaysia, DTAC-True in Thailand, and Indosat Ooredoo-Hutchison in Indonesia, reducing the number of mobile operators worldwide. However, most still lack the capability to fully leverage data.
• Security Threats Are Increasing: Industrial IoT now connects billions of endpoints and makes sensitive data transfers over the internet essential, driving a surge in security risks-including cyberthreats. SMS and WhatsApp have become prime targets for breaches, placing greater responsibility on mobile operators to secure data, protect privacy, and build digital trust. Despite these obligations, most mobile operators lack the tools and expertise to effectively safeguard their networks.
• Talent and Skill Shortages Are Prevalent: A shortage of skilled talent continues to slow the adoption of emerging technologies and best practices. With the industry no longer in a high-growth phase, attracting top talent is increasingly difficult. Mobile operators struggle to balance the need for human expertise with automation to reduce costs, leaving them unable to find the optimal mix of talent and skills.