The AI-native telco: Radical transformation to thrive in turbulent times

Artificial intelligence (AI) is unlocking use cases that are transforming industries across a wide swath of the world's economy. From infrastructure that "self-heals" to radically reimagined (and touchless) customer service and experience; from large scale hyper-personalization to automatically created marketing messages and images leveraging Generative AI tools like ChatGPT--it is all a reality today. These AI solutions can powerfully augment and sometimes radically outperform most traditional business roles. This article is a collaborative effort by Joshan Abraham, Jorge Amar, Yuval Atsmon, Miguel Frade, and Tomás Lajous, representing views from McKinsey's Technology, Media & Telecommunications Practice. The impact from these solutions is becoming evident.