How Telenor is putting artificial intelligence to work
Artificial intelligence (AI) is everywhere – powering smarter apps, automating tasks, and sparking endless discussions about the future of work. But while AI may seem like a recent phenomenon, Telenor has been leveraging its potential for over a decade. So, what’s changing now, and how is Telenor Nordics using AI to create real value for both its employees and customers?
AI in Telenor: A journey that started over a decade ago
Long before AI became a buzzword, Telenor was already putting it to work. Since 2010, AI-driven automation has helped optimise networks, detect fraud, predict customer churn, and even improve customer recommendations. Today, Telenor runs hundreds of operational AI use cases, most of which fall under what’s now known as traditional AI, which includes data-driven models designed to enhance efficiency and decision-making.
The shift to generative AI
While traditional AI remains core to operations, the rise of generative AI is opening new doors. Unlike traditional AI, which analyses data and makes predictions, generative AI can create entirely new content, such as text, images, and even code. The launch of ChatGPT in 2022 accelerated the adoption of this technology, and Telenor is actively exploring how it can enhance both internal workflows and customer experiences.
Smarter ways of working with AI-powered tools
One of the most promising applications of generative AI is in improving workplace efficiency. Telenor has been piloting using an AI-powered assistant that helps employees work smarter with things such as meeting minutes or document creation. The results? Early results suggest AI can save valuable working time, allowing employees to focus on more strategic and creative tasks.
Enhancing customer experiences with AI
AI is also reshaping how Telenor serves its customers. Every month, Telenor’s customer service teams handle hundreds of thousands of interactions. By integrating generative AI, Telenor is improving response times and personalizing service in new ways, such as:
Smarter call routing: AI-powered voice bots can understand customer requests and direct them to the right support agent instantly.
Automated call transcriptions: AI-generated summaries help agents track customer history and provide better service.
Sentiment analysis: AI can analyse conversations in real time, helping identify issues before they escalate.
Agent assistance: AI-driven tools support customer service agents by suggesting responses and providing relevant information instantly.
Testing, learning, and scaling AI across the Nordics
With operations across the Nordics, Telenor has a unique advantage in testing AI solutions at scale. By piloting AI-driven customer support and operational tools in different markets, the company can identify the most effective solutions and roll them out at scale.
The future of AI at Telenor
Telenor’s approach to AI is about real impact over hype. By focusing on practical applications that improve efficiency, enhance customer experiences, and drive innovation, the company is ensuring that AI is a tool for long-term growth and value creation.
As AI continues to evolve, Telenor will keep testing, learning, and scaling solutions that make a difference. The future of AI in the Nordics is about working smarter, serving customers better, and staying ahead in a digital world.