Etisalat Egypt announced the achievement of tangible operational results after one year of integrating artificial intelligence technologies into its infrastructure, succeeding in reducing energy consumption by 7%. The company also achieved a qualitative leap in service quality monitoring by increasing the percentage of customer service calls subject to inspection from only 1% to 90% using intelligent analysis.
During his participation in the Cairo International Technology Exhibition and Conference (Cairo ICT 2026), Amr Fathy, Chief Technology Officer at Etisalat Egypt, explained that managing a network comprising more than 100,000 telecommunications cells operating across different frequency bands requires advanced capabilities to balance resources according to user density and changing usage needs. Artificial intelligence contributed to managing these resources efficiently, leading to the achievement of the targeted operational savings.
What is changing in practice?
The application of artificial intelligence has led to a radical transformation in how operations are managed within the company, specifically in two main aspects:
- Energy efficiency: The new technologies contributed to improving the management and distribution of network resources, leading to savings in operating costs without compromising service quality or reducing the number of employees.
- Real-time quality monitoring: The company has moved from limited manual call review to comprehensive and near real-time analysis, allowing for the detection of network problems in specific areas before they reach operations teams, in addition to a deeper understanding of the reasons for customer calls and how employees handle them.
Network and IT Integration
Fathy emphasized that this success resulted from integrating network teams with Information Technology (IT) teams within a unified scope of work, which allowed for maximum utilization of available big data and its refinement to transform it into actions that improve performance. He noted that the company's strategy in adopting artificial intelligence relies on prioritizing based on the value achieved, whether through increasing revenue, reducing costs, or improving the end-user experience.