As artificial intelligence (AI) continues to reshape industries globally, Telenor Pakistan is ensuring its transition to an ‘AI-First’ future starts with its employees. The company recently celebrated ‘AI Day’ as part of the Telenor Group’s worldwide initiative, highlighting how it is embedding AI not just into its systems but into the skills, culture, and daily work of its people.
Central to this vision is ‘AI Verse,’ a new learning program designed to equip all employees with practical, future-ready skills. According to Areej Khan, Telenor Pakistan’s Chief People Officer, this investment signifies a shift in mindset that places employees at the core of the digital transformation.
Building an ‘AI-First’ Culture
For Telenor Pakistan, becoming AI-First is more than just about technology. Khan explains, “Technology provides us with the tools to reimagine the customer experience, enhance reliability, and create smarter operations. But technology alone cannot deliver value unless our people have the right skills and the mindset to embrace it.”
This approach redefines AI as a human-driven journey. Every employee—from engineers to customer care agents—is encouraged to use AI responsibly within their roles. The goal is to make AI an integral part of everyday learning and decision-making, so it becomes a natural extension of how people think and work.
‘AI Verse’: A Pathway for Everyone
A key highlight of ‘AI Day’ was the launch of ‘AI Verse.’ Unlike previous training programs that were often role-specific, ‘AI Verse’ is designed for everyone, from human resources to marketing and operations. It teaches skills like prompt engineering, data-driven decision-making, and practical AI use cases, making the subject accessible to all employees, regardless of their 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 direct link to real-world projects within Telenor Pakistan. Employees can see how the concepts they learn translate into initiatives like AI-based Service Monitoring or Smart Energy Management, ensuring that the learning is practical and immediately valuable.
From Fear to Curiosity
Telenor Pakistan has seen significant enthusiasm for AI. In the Telenor Group’s global AI Hackathon, over 100 teams from Pakistan participated—one of the highest numbers across the entire group. This highlights the appetite and creativity of the local talent pool.
The company also acknowledges that new technology can bring apprehension. Employees may worry about job displacement or have concerns about data security. Khan addresses these concerns by emphasizing the importance of transparent communication. “When people see AI augmenting their work and making service faster and more reliable, they not only adopt it but become advocates for it.” This cultural shift from fear to curiosity is crucial for successful AI adoption.
AI in Action
The company’s ‘AI Expo’ demonstrated how this innovation is already being applied. Projects showcased included:
- AI-based Service Monitoring: This operational system detects faults across the IT network, reducing outage times and protecting critical services like recharge and data bundles.
- Smart Energy Management: An AI solution that predicts grid availability and battery failures, leading to cost savings and supporting sustainability goals.
- AI Virtual Agent: A conversational system currently in the design phase that aims to transform customer service, reducing handling times and boosting efficiency.
- AI HR Assistant Chatbot: A tool within Microsoft Teams that gives employees instant access to HR policies, streamlining processes and improving the workplace experience.
These initiatives show that AI is not just a promise but a present reality that is enhancing reliability, sustainability, and customer engagement.
Preparing for Growth
For Khan, the ultimate goal of ‘AI Verse’ and similar initiatives is employee growth. “AI is not replacing people; it’s augmenting their expertise,” she explains. By combining new skills with practical project experience, employees gain confidence and develop leadership capabilities for an AI-enabled future.
The focus on continuous learning is a key strategy in a world where technology evolves rapidly. It reassures employees that their skills will remain relevant and that they will not be 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. However, the local relevance of these initiatives is undeniable. The AI Expo in Islamabad showcased ideas and solutions developed by Pakistani teams, proving that the country’s talent pool can produce world-class innovation. By connecting global expertise with local creativity, Telenor Pakistan positions itself as a leader and a bridge, demonstrating that its workforce is ready not only to adopt AI but to lead in shaping how it serves real customer needs.
