My speech explores the transformative impact of automation and artificial intelligence (AI) within the telecommunications sector. Commencing with an overview of the telecom industry's landscape and the pivotal role of process automation and AI, the presentation delves into defining these concepts and their significance. It emphasizes the role of AI in fostering innovation and streamlining operational efficiency. Furthermore, my speech highlights the potential applications of automation and AI in improving customer experience, ranging from personalized services, introduction of new products and enhancing overall network performance. The benefits stemming from their implementation, such as increased productivity, cost reduction, exploring new markets and advanced predictive analytics, are discussed. The strategies for successful integration, including infrastructure development, workforce upskilling, collaborations, and ethical considerations, are outlined to guide the audience through effective implementation. Additionally, potential challenges such as data privacy, resistance to change, and regulatory obstacles are addressed, paving the way for a comprehensive understanding. Concluding with key insights, future trends, and a call to action for embracing these technologies, the speech encourages a proactive approach toward the inevitable transformations in the telecom industry. The session will be followed by a Q&A session, fostering further discourse, and a strong appeal to embrace the possibilities presented by automation and AI.

1. AI and
automation in
Telecom
companies
Nebojša Dobrijević, COO, Orion telekom

2. Key topics
01
05
Potential
challenges and
dilemmas
Introduction Practical
application
Implementation
strategies
Significance of AI
and automation
04
02 03

3. Introduction
More about Telecom industry and
Orion telekom
01

4. Overview of the Telecom industry
In the near future
Exploring AI-driven customer service
enhancements like chatbots,
personalized services, and potentially
leveraging automation for network
optimization and management

5. About us
One of the leading providers in
Serbia's telecommunications market
• We provide internet access with
some of the highest download speeds
in the market, digital television,
hosting, system integration,
telehousing and cloud solutions
• Focus on emphasizing customer
service and support

6. Significance
of AI and
automation
Impact on customer satisfaction
and new products and services
02

7. Importance
Enhanced
Operational
Efficiency
01

8. Importance
Improved
customer
experience
02
Enhanced
Operational
Efficiency
01

9. Importance
Network
Optimization
and Predictive
Maintenance
03
Improved
customer
experience
02
Enhanced
Operational
Efficiency
01

10. Importance
Cost Reduction
and Resource
Optimization
04
Network
Optimization
and Predictive
Maintenance
03
Improved
customer
experience
02
Enhanced
Operational
Efficiency
01

11. Importance
05
Scalability
and
adaptability
04
Network
Optimization
and Predictive
Maintenance
03
Improved
customer
experience
02
Enhanced
Operational
Efficiency
01
Cost Reduction
and Resource
Optimization

12. Importance
06
Innovation
and
competitive
edge
05
Scalability
and
adaptability
04
Network
Optimization
and Predictive
Maintenance
03
Improved
customer
experience
02
Enhanced
Operational
Efficiency
01
Cost Reduction
and Resource
Optimization

13. Importance
07
Data-Driven
Decision
Making
06
Innovation
and
competitive
edge
05
Scalability
and
adaptability
04
03
Improved
customer
experience
02
Enhanced
Operational
Efficiency
01
Cost Reduction
and Resource
Optimization
Network
Optimization
and Predictive
Maintenance

14. The main goal is to improve
overall business processes by
identifying inefficiencies and
developing new processes
Personalization – chatbots,
virtual assistants, resource
allocation, predictive
maintenance
New line of products integrating
various technologies
Forecast trends, innovations and
network performance using
historical data
Role of AI in Driving Innovation
AI in
Driving
Innovation
Data-driven Insights and
Decision Making
Customer experience
enhancement
New products and
services
Predictive and Real-
time Analytics

15. Practical
application of AI
and automation

16. Practical application
Goals
Eliminate manual,
repetitive tasks (such
as preventive
maintenance and
bookkeeping) within
the organization by
employing automated
systems
Reduced
downtime and
improved resource
allocation – cost
savings
Integration of AI
drivern systems
Better decision
making and
operational
transparency
1 2 3
Benefits

17. Customer experience enhancement
Natural
speech
1

18. Customer experience enhancement
Speech-to-
text
2
Natural
speech
1

19. Customer experience enhancement
Speech-to-
text
2
AI processing 3
Natural
speech
1

20. Customer experience enhancement
Speech-to-
text
2
AI processing 3
Natural
speech
1
4 Text-to-
speech

21. Antichurn project
Predicting potentional churn among
our customers by using machine
learning algorithms
In
progress

22. Implementation
strategies
How to pave the way for successful
integration
04

23. Objectives
Infrastructure
Agile, secure and scalable
Ensuring integrity, reliability
and accessibility
Workforce
Highly skilled employees
Training programs, culture
of innovation
Collaboration and
partnerships
With technology providers,
industry experts and even
competitors
Compliance with
ethical standards
Ethical use and compliance
with industry regulations -
data privacy, transparency,
and fairness

24. Challenges…
…pitfalls, and ethical dilemmas...
05

25. ... and how to overcome it
Data privacy and security
Safeguarding data through robust encryption, strict access controls,
and compliance with stringent privacy regulations
Resistance to change and adoption
Fear of job displacement or hesitation to adapt to new systems and
processes
Ethical dilemmas
Ensuring fairness, transparency and accountability
Guarding against the misuse of AI for nefarious purposes, such as
deepfakes, misinformation, or surveillance

26. Thank you
For your dedication and commitment to our shared
vision of technology-driven future.
nebojsa.dobrijevic@oriontelekom.rs
www.oriontelekom.rs