BUSINESS INSIGHTS
NO MATTER HOW ADVANCED YOUR TECHNOLOGY, THE ONLY THING THAT TRULY MATTERS IS THE HUMAN IMPACT IT CREATES.
usage, flag potential billing errors before they’ re noticed and even anticipate network bottlenecks. These insights feed into both technical planning and product development.
Mahmood mentions the use of autonomous drones to inspect telecom towers in
real-time— an AI-powered solution that enhances safety enables predictive maintenance and supports national smart infrastructure goals.“ We’ re using AI not only to fix problems,” he added,“ but to prevent them from happening in the first place.”
Human-in-the-Loop, reimagined
Still, amidst all this automation, Mahmood is adamant: the human matters.“ We’ re not designing systems that replace people. We’ re designing systems that elevate the capability of our humans and arm them with intelligent tools that augment their capabilities.” He envisions a future where AI can read tone, detect frustration and escalate accordingly.“ That’ s emotional intelligence,” he said.“ And that’ s the next competitive edge.”
The company is investing in systems that learn from human agents— not only to become smarter but also to recognise their limits. Mahmood calls it‘ intelligent orchestration’: AI handling the routine, humans handling the nuanced.“ It’ s not about man versus machine. It’ s about synergy.”
In many ways, e & UAE is attempting to make telecom services disappear— not by retreating, but by becoming so seamless, anticipatory and intuitive that they blend into the fabric of everyday life.“ Connectivity is no longer the end goal,” Mahmood said.“ It’ s the starting point.”
If the telecoms of the past delivered signal, today’ s must provide meaning. Mahmood doesn’ t view customer experience as a metric but as a mindset. And in this mindset, technology must serve not only what we want but how we feel. With e & UAE’ s sweeping, thoughtful embrace of AI, the future of telecom may not sound like a dial tone— it may increasingly sound like being understood. x
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