Panel Discussion: Conversational AI at Scale for Telcos

At MWC Barcelona 2026, Srinivas Gattamneni (CEO, ADA), Ritesh Singh (CEO, Smart Axiata), Paul Kim (VP Mobile Partnerships APAC, Meta), and Julian Gorman (Head of APAC, GSMA) explored how Conversational AI is reshaping telco customer engagement and driving measurable business outcomes.

Messaging platforms like WhatsApp are now central to the customer journey, where intent is captured in real time and converted into action. With AI moving beyond experimentation into production, telcos are leveraging conversational interfaces to engage customers, reduce friction, and unlock new revenue opportunities.

Strong identity, consent, and data governance ensure this can be done securely and at scale across the telco ecosystem. At ADA, we orchestrate AI, data, and telco systems end-to-end to connect conversational intelligence directly into BSS/OSS and core platforms.

This enables every interaction to be activated, automated, and measured, turning conversations into growth:

• Increase ARPU through intelligent upsell and cross-sell
• Improve retention with real-time, personalized engagement
• Scale customer interactions without increasing operational complexity
• Drive higher conversion by capturing and acting on customer intent

Deliver measurable outcomes across the full customer lifecycle

This panel discussion highlights how ADA is enabling telcos to move from isolated interactions to continuous, high-impact experiences that drive measurable business growth.