موقع وجه أفريقيا موقع وجه أفريقيا هو موقع مهتم بمتابعة التطورات في القارة الأفريقية
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Muhamad Yehia
- Over two-thirds of companies worldwide have adopted AI in at least one business function.
- For global technology group e&, long at the forefront of utilizing AI, this is a crucial moment.
- Ensuring ethical development and deployment of the technology is a necessity.
In the space of just a few short years, the AI-driven economy has accelerated at a rapid pace. According to McKinsey, 72% of companies have adopted AI in at least one business function, while over half have adopted AI in two or more different business lines.
The global technology group e& has been a notable early mover in this respect, making its first strategic move to harness the benefits of AI as early as 2016, with the establishment of an Advanced Analytics Team. The following year, it set up a Robotic Process Automation team and a Robotics Centre of Excellence to enhance operational efficiency, increase productivity and accuracy, and reduce costs.
This year, e& created a Group AI and Data Department, led by the company’s first Group Chief AI and Data Officer, Dena Almansoori. This move ensures that rather than isolating AI initiatives and governance in one or two areas of business, they are instead embedded across every pillar of its business, building a solid foundation for long-term success.
“This strategic move underscores our dedication to using AI to boost productivity, enhance efficiency, and improve decision-making across the board,” said Hatem Dowidar, e&’s Group CEO. We’ve cultivated a dynamic ecosystem that enables us to seamlessly integrate advanced solutions into our operations. We believe leading in the AI transformation ensures we continue to deliver competitive, innovative services to our customers.”
Different sectors provide different opportunities for technology
The results of e&’s investment in AI are already being realized. In the fintech space, the e& money app uses AI-driven technology to quicken customer onboarding, widen financial inclusion, and tackle online fraud.
“AI is fundamentally changing the game, transforming the way we live and work. From hyper-personalized customer experiences, transforming employee productivity, to streamlining processes and operational efficiencies, the potential impact to customers, people and organizations cannot be understated,” said Dena Almansoori, Group Chief AI and Data Officer, e&.
AI is also playing an increasingly important role in helping sustainability innovations. For instance, e& leverages AI to optimize energy consumption for 5G mobile sites during low traffic hours, while its large data centers are using AI to implement energy-efficient solutions and advanced cooling technologies, significantly reducing carbon emissions.
“We are very thoughtful and intentional about the areas in which we deploy this technology as we see AI as a catalyst for positive change,” Almansoori said.
Taking AI into the in-store experience
At the end of 2023, e& opened the world’s first autonomous telecoms store powered by artificial intelligence (AI). The EASE stores utilize machine learning, facial recognition, smart gates, robotics, smart shelves, and smart dispensing machines, in order to improve the overall customer experience and set a new standard for the future of telco retail.
The new stores represent a milestone in the UAE-based company’s digital transformation journey. They represent just one example of how e& is tapping into cutting-edge AI technology to significantly enhance operational efficiency and customer satisfaction at both the consumer and enterprise levels.
“As an AI-forward company, we are significantly investing in the potential of emerging technologies and integrating them across all layers of our business,” Dowidar said. “At e&, we know that it is not enough for us as a company to keep up with the changes arising from AI – we need to lead the changes.”
Prioritizing ethical AI is a fundamental necessity
While AI is fundamentally changing how businesses operate, the technology must be designed and deployed in ways that will not negatively impact individuals and society. This means incorporating operating frameworks that are transparent and accountable, protect data privacy, and built with fairness in mind.
From the outset, responsible AI has been a cornerstone of our journey which means that building and deploying AI responsibly is a non-negotiable; it is a fundamental principle that guides our innovation,” Almansoori said. “Our AI initiatives are deeply rooted in clear principles and values, designed to make a positive impact to our customers and community.”
To achieve this, the company has adopted a rigorous framework based on globally recognized responsible AI principles. e& is also involved in global initiatives such as the World Economic Forum’s AI Governance Alliance and the Global Telco AI Alliance, and collaborates with tech leaders, governments, and academia to co-create solutions that adhere to the highest ethical standards.
“The rapidly evolving AI regulatory landscape demands thoughtfulness,” Dowidar said. “We’re closely monitoring global developments, ensuring full compliance.”
Investing in the future of AI
Alongside addressing important ethical considerations, another key challenge for AI integration is the growing skills gap. According to a Microsoft/IDC global study, 52% of respondents said that a lack of skilled workers was their biggest barrier to implementing and scaling AI.
e& has been highly proactive in countering this challenge. Its AI Graduate Programme has trained over 200 employees since its launch in 2021, ensuring all graduates joining the organization are skilled in AI. In 2023, every people manager was trained in AI, and nearly 200 additional employees were further upskilled in AI as part of e&’s “CitizenX” initiative.
The company has also launched GoLearning, an AI-powered e-learning platform, with a special focus on AI and technology courses, which offers a vast library of over 10,000 accredited courses. The freemium model means that users can access over 4,000 courses completely free or choose to pay for individual premium courses and packages.
