Berjesh Chawla: AI will define the future of Indian telecom

AI is transforming telecom operations, from predictive maintenance to enhanced customer experience, and stresses that integrating AI into network design is not a challenge but a necessity. 

Berjesh Chawla, MD & Lead - Communications, Media and Technology, Accenture in India, spoke with V&D at IMC 2025. In this insightful interaction, Berjesh Chawla discusses how India’s telecom sector is at a defining moment, driven by the rollout of 5G, the expansion of digital infrastructure, and the rise of AI-led innovation.

Looking ahead, he underscores the importance of public–private collaboration, ecosystem-driven innovation, and the shift towards cloud-native, AI-powered networks. According to Chawla, India has the potential to become a global telecom powerhouse, with Accenture playing a key role in enabling telcos to modernise, scale AI adoption, and lead in the era of intelligent connectivity. Here are the excerpts from the interaction: 

India’s telecom sector is evolving rapidly and undergoing major transformation through 5G rollout, digital infrastructure expansion, and the push for self-reliance. From your vantage point at Accenture, how do you see the current telecom landscape evolving?

India’s telecom sector is indeed at a pivotal point of transformation. From the rollout of 5G to the expansion of digital infrastructure and the drive for self-reliance, we are witnessing a fundamental shift in how telcos operate and create value. Historically, telecom providers have struggled to capture the full value of connectivity, often overshadowed by digital platforms and hyperscalers. However, the current environment offers a unique opportunity to change that narrative.

Indian telcos are reimagining their role, not merely as connectivity providers but as architects of intelligent, sovereign platforms. The growing focus on developing homegrown solutions and sovereign data ecosystems reflects a clear move towards inward innovation. This transformation extends beyond infrastructure; it’s about creating locally driven, resilient ecosystems aligned with India’s digital ambitions.

Moreover, as artificial intelligence (AI) reshapes global value chains, Indian telcos have a once-in-a-generation opportunity to lead from the front. By embedding AI within their networks and operations, they can unlock new B2B and B2C growth models, redefine customer engagement, and become central to India’s digital future. The rapid acceleration of local innovation, strategic partnerships, and intelligent infrastructure is paving the way for a new era of connectivity.

With 5G rollouts now accelerating, Vodafone has begun its deployment while Airtel and Jio are nearing completion, what are the biggest infrastructure gaps that telecom operators are grappling with as 5G and fibre penetration deepen?

The telecom sector stands at a crucial juncture. While 5G and fibre deployments are advancing swiftly, the primary challenge lies not in infrastructure availability, but in the economic viability of continued investment. Globally, the full impact of 5G is still unfolding, particularly when it comes to consumer returns. In markets such as India, where pricing structures often favour bundled and unlimited usage, opportunities to increase average revenue per user (ARPU) remain limited.

The real promise of 5G has always been enterprise-centric, enabling smart factories, connected logistics, and immersive experiences. Yet that enterprise story is still developing. Operators are understandably cautious, faced with high spectrum costs and significant infrastructure investments. Without clear, assured revenue streams, the pace of expansion is likely to remain measured.

We are witnessing a classic chicken-and-egg situation: enterprises are waiting for proven use cases before committing, while operators need enterprise demand to justify further investment. Breaking this cycle will require a strategic shift towards ecosystem-driven innovation, sovereign platforms, and AI-powered networks that deliver measurable value.

Telcos are now reorienting their networks and digital cores to meet the demands of the AI economy. By modernising infrastructure into AI-driven, autonomous networks and developing secure, cloud-native digital cores, operators can unlock new B2B and B2C opportunities. Those who successfully align investment with scalable value creation will be best positioned to lead India’s digital future.

Is Accenture currently working with telecom clients in India to build scalable, cloud-native networks?

Absolutely, we are seeing strong momentum. Indian telcos are actively exploring scalable, cloud-native networks that are agile, secure, and locally governed. At Accenture, we are deeply engaged in this transformation. We are collaborating with telcos across geographies, including India, to co-create open-source, sovereign cloud architectures that enable operators to maintain full control over their infrastructure and innovation roadmap. These platforms are modular, future-ready, and aligned with national priorities.

Our involvement spans the entire value chain, from strategy and design to deployment and optimisation. The goal is clear: to help telcos move beyond legacy systems and build intelligent, cloud-native networks that power India’s digital future.

On the subject of generative AI and cyber threats, how should telcos, or any company for that matter, use AI to counter AI-driven risks?

AI is evolving rapidly, and so are the threats it introduces. The best way to fight AI is with AI. Whether it’s detecting deepfakes, identifying synthetic actors, or spotting anomalies in real time, AI-powered systems are uniquely capable of recognising patterns that humans may miss.

Companies are experimenting with different approaches, from deploying secure, domain-specific models to developing their own small language models to protect sensitive data. The real challenge, however, lies not just in choosing the right model, but in staying ahead of the curve.

At present, most organisations are focused on keeping pace with change. The next step is to move from a reactive to a proactive stance, embedding AI into the core of their security architecture so that it can detect, defend, and adapt in real time. In essence, AI isn’t merely part of the problem; it is central to the solution.

Could you share some examples of how AI is helping telcos enhance efficiency, improve customer experience, or enable predictive maintenance?

AI is already transforming telecom operations across customer experience, efficiency, and predictive maintenance. A prime example lies in contact centres, where generative AI can instantly transcribe and interpret customer queries, route them to the appropriate teams, and even suggest resolutions based on decades of historical data. This leads to fewer handoffs, faster issue resolution, and greater customer satisfaction.

On the network side, AI analyses data patterns to predict outages before they occur, whether it’s a fibre cut or a coverage dip. It doesn’t just resolve problems; it prevents them. When deployed end-to-end, AI creates a feedback loop that improves everything from ticket resolution to root-cause analysis. In short, AI is not just a tool, it is becoming the backbone of smarter, leaner, and more responsive telecom operations.

With growing demand for low-latency services, does integrating AI into network design and operations pose any challenges?

Low-latency demands are increasing rapidly, and AI is essential to meeting them. Traditional AI already helps optimise coverage and traffic patterns, but generative AI takes this further by enabling real-time decision-making.

Consider a large event with thousands of attendees, generative AI can forecast demand, simulate scenarios, and recommend capacity boosts, offloading strategies, or temporary network setups before the first person arrives. That’s proactive rather than reactive.

Integrating AI into network design is undoubtedly complex, but it’s not a hurdle, it’s a necessity. Chief Technology Officers worldwide are exploring such use cases, and we will soon see telcos globally demonstrate how generative AI has helped them maintain seamless user experiences while avoiding disruptions.

Looking globally, do you foresee Indian telecom manufacturers or players becoming competitive on the world stage over the next 5–10 years? What role will Accenture play in that journey?

India has the potential to become a global force in telecom, but success will depend on building a full-stack ecosystem encompassing design, innovation, deployment, and scale. True competitiveness won’t come from manufacturing alone.

While manufacturing capabilities will take time to mature, Indian solution designers are already emerging as leaders in frugal innovation and AI-led platforms, that’s where the real momentum lies.

Accenture is enabling this shift across the value chain. We’re helping telcos and enterprises leverage AI and generative AI for real-time marketing, intelligent customer service, and automated sales. We’re also collaborating with technology partners to develop scalable and secure AI applications. The next 5–10 years will be about ecosystem orchestration, and we’re right at the centre of that evolution.

How important, in your view, is public–private collaboration in building India’s telecom and digital infrastructure?

Public–private collaboration is absolutely essential for building India’s telecom and digital infrastructure. Innovation rarely comes from incumbents alone, it’s often driven by startups, niche players, and ideas inspired by other industries. This is where private enterprise brings agility and disruption.

Meanwhile, government support provides scale, policy alignment, and long-term stability. When the two work together, powerful synergies emerge, accelerating innovation, improving efficiency, and driving inclusive growth. India’s digital future will be built on this collaboration, and we’re already seeing it take shape.

Looking ahead, what key technological trends and opportunities do you believe will define India’s telecom journey over the next 5 to 10 years? Will it be quantum networking, 6G, or open RAN?

Rather than predicting which single technology, 6G, quantum, or open RAN, will dominate, it’s more useful to focus on the certainties. Three key trends will shape India’s telecom evolution over the next decade.

First, networks will become intelligent, automated, self-healing, and ultra-low latency. Second, AI and generative AI will move from pilot projects into core operations, transforming everything from customer experience to network optimisation. Third, telcos will accelerate their shift towards becoming digital-first organisations, modernising legacy systems and developing secure, cloud-native digital cores. These are not just buzzwords, they are imperatives. The future of telecom will be defined by how effectively and how quickly these transformations are executed.

AI seems to be a major focus area for Accenture. Could you highlight a few recent AI-led initiatives from the company?

AI is no longer a buzzword; it has become the backbone of enterprise transformation. At Accenture, we are helping clients move from pilots to large-scale implementation, embedding AI and generative AI across front-office, supply chain, and R&D functions.

Globally, we have launched Generative AI Studios, invested USD 3 billion in Data & AI, and trained over half a million professionals in generative AI fundamentals to accelerate adoption. In India, we are partnering with telcos and enterprises across industries to reinvent customer experience, automate sales, and enable real-time marketing using AI and generative AI. The shift is clear, AI is no longer just about cost efficiency; it’s about unlocking new revenue streams and driving enterprise-wide reinvention.