As artificial intelligence (AI) continues to reshape industries across the globe, Telenor Pakistan is ensuring that the transition to an AI-First future begins with its people. The company recently marked AI Day as part of the Telenor Group’s global celebrations, showcasing how it is embedding AI not just into systems but into skills, culture and daily ways of working. At the heart of this vision is AI Verse, a new learning pathway designed to equip employees with practical and inclusive skills for the future. For Areej Khan, Chief People Officer at Telenor Pakistan, this investment reflects a mindset shift that places employees at the centre of digital transformation. Building an AI-first culture For Telenor Pakistan, becoming AI-First is about much more than technology. “Technology gives us the tools to reimagine customer experience, enhance reliability and create smarter operations,” explains Khan. “But technology alone cannot deliver value unless our people have the right skills to use it and the mindset to embrace it.” This approach redefines AI as a people-driven journey. Every employee, whether a software engineer or a customer care agent, is encouraged to apply AI responsibly within their roles. The aim is to embed AI into everyday learning and decision-making so that it becomes a natural extension of how people think and work. AI Verse: A pathway for all The launch of AI Verse was a central highlight of AI Day. Unlike past training programmes which were often role-specific, AI Verse is designed for everyone, from human resources to finance, marketing to operations. It introduces skills such as prompt engineering, data-driven decision-making and applied AI use cases, making the subject accessible to all employees regardless of technical background. “The impact is simple but profound,” says Khan. “Employees can future-proof their careers, stay relevant in a fast-changing environment and gain the confidence to experiment with AI.” What sets AI Verse apart is its connection to real projects inside Telenor Pakistan. Employees who learn through AI Verse can see how the concepts translate directly into initiatives like AI Service Monitoring or Smart Energy Management. This grounding in live business challenges ensures that learning is practical and immediately valuable. From fear to curiosity Telenor Pakistan has seen significant enthusiasm for AI. At the Telenor Group-wide AI Hackathon more than 100 teams from Pakistan participated, one of the highest numbers across the Group. This highlights both the appetite and the creativity of local talent. At the same time, there is recognition that new technology can bring apprehension. Employees may worry about displacement or have questions about trust and data integrity. Khan acknowledges these concerns and stresses the importance of transparent communication. “When people see AI augmenting their work and making service assurance faster and more reliable, they not only adopt it, they advocate for it.” This cultural shift from fear to curiosity is critical. By investing in early engagement, pilots and clear dialogue, Telenor Pakistan is ensuring that AI adoption is empowering rather than intimidating. AI in action The company’s AI Expo demonstrated how innovation is already being applied in Pakistan. Among the projects showcased were: AI-based service monitoring: Operational today, this system detects faults and anomalies across the IT ecosystem, reducing outage times and safeguarding critical services like recharge and data bundles. Smart energy management: An AI solution that predicts grid unavailability, solar production and battery failures, enabling cost savings and supporting sustainability goals. AI virtual agent: In the design phase, this conversational system aims to transform customer service, reducing handling times and achieving significant efficiency gains. AI HR assistant chatbot: A tool within Microsoft Teams that gives employees instant access to HR policies, streamlining processes and enhancing workplace experience. These initiatives demonstrate that AI is not an abstract promise but a present reality enhancing reliability, sustainability and customer engagement. Preparing for growth For Khan, the ultimate goal of AI Verse and related initiatives is employee growth. “AI is not replacing people, it is augmenting their expertise,” she explains. By combining new skills with practical exposure to projects, employees gain confidence and develop leadership capabilities suited to an AI-enabled future. The emphasis on learning also reflects a pragmatic strategy. In a world where technology evolves rapidly, continuous upskilling becomes the strongest motivator for employees. It reassures them that their skills remain relevant and that they are not being left behind. “Our message is clear,” Khan stresses. “AI is not just for coders. It is for everyone. And through learning we ensure everyone has a role in shaping Pakistan’s AI future.” Connecting global and local innovation Telenor Pakistan’s journey is part of a broader transformation within the Telenor Group, which is embedding AI across markets worldwide. Yet the local relevance of the initiatives is unmistakable. The AI Expo in Islamabad highlighted ideas and solutions developed by Pakistani teams, proving that the country’s talent pool is capable of producing world-class innovation. By linking global expertise with local creativity, Telenor Pakistan positions itself as both a pioneer and a bridge. It demonstrates that Pakistan’s workforce is ready not only to adopt AI but to lead in shaping how it serves real customer needs. Conclusion As industries around the world wrestle with the implications of AI, Telenor Pakistan is taking a clear stance: the path to becoming an AI-First organisation begins with people. Through AI Verse, practical projects and a culture of learning, it is equipping employees with the tools, mindset and confidence to thrive in a digital future. The company’s approach ensures that AI adoption remains human-centred, focused on empowerment rather than disruption. By doing so, Telenor Pakistan is not only preparing its own workforce for tomorrow but also setting a benchmark for how organisations across the country can responsibly embrace AI.
Telenor Pakistan’s ‘AI-First’ Vision: Empowering Employees for the Future
Telenor Pakistan is actively preparing its workforce for an “AI-First” future by focusing on its people, not just technology. The company marked “AI Day” as part of a Telenor Group global celebration, showcasing how it’s integrating AI into employee skills, company culture, and daily operations.
Building an AI-Driven Culture
Telenor Pakistan’s approach goes beyond simply adopting technology. According to Areej Khan, Chief People Officer, technology provides the tools, but people must have the skills and mindset to use them effectively. The company’s vision redefines AI as a people-driven journey, encouraging every employee—from software engineers to customer care agents—to responsibly apply AI in their roles. The goal is to make AI a natural part of everyday learning and decision-making.
AI Verse: A Learning Pathway for All
A key part of this strategy is AI Verse, a new learning program designed for all employees, regardless of their technical background. It teaches practical skills like prompt engineering, data-driven decision-making, and specific AI use cases. What makes this program unique is its connection to real-world projects within Telenor Pakistan, such as AI Service Monitoring and Smart Energy Management. This ensures that the training is not just theoretical but immediately valuable.
Shifting from Fear to Curiosity
While new technology can cause apprehension, Telenor Pakistan has seen a strong, positive response from its employees. This is evidenced by the participation of over 100 teams from Pakistan in a Telenor Group-wide AI Hackathon, one of the highest numbers across the group. Khan emphasizes the importance of transparent communication to address concerns about job displacement. When employees see AI augmenting their work and improving services, they become advocates for it. This cultural shift from fear to curiosity is vital for successful AI adoption.
AI in Action: Practical Innovations
The company’s AI Expo demonstrated how AI is already being used in Pakistan through projects like:
- AI-based service monitoring: A system that detects faults in the IT ecosystem to reduce service outages.
- Smart energy management: An AI solution that predicts energy and battery issues to cut costs and support sustainability.
- AI virtual agent: A conversational system in the design phase aimed at improving customer service efficiency.
- AI HR assistant chatbot: A tool that provides employees with instant access to HR policies.
These projects show that AI is a present reality that enhances reliability, sustainability, and customer engagement. The ultimate goal, as Khan explains, is to augment employees’ expertise and help them grow, not replace them.
A Benchmark for the Future
By linking global expertise with local creativity, Telenor Pakistan is not only preparing its own workforce but also setting a benchmark for other organizations in the country. Its human-centered approach ensures that AI adoption is empowering, not intimidating. The message is clear: AI is for everyone, and through continuous learning, every employee has a role in shaping Pakistan’s AI future.
