GP taps AI for smarter services, greener operations

Grameenphone (GP), the country's largest telecom operator, has positioned artificial intelligence (AI) at the core of its vision for a smarter Bangladesh—where customer service is more personalised, networks operate efficiently, energy consumption is sustainable, and employees are better skilled.

In a recent interview with The Business Standard, leaders from Grameenphone and its parent company, Telenor Group, outlined how AI will transform the company's internal operations while delivering tangible benefits to millions of customers nationwide.

"We started our AI journey 15 years ago at Telenor," said Ieva Martinkenaite, senior vice president and head of AI at Telenor Group. "I am delighted to see Grameenphone taking bold steps with clear ownership from its CEO and top management. Such leadership is essential to make AI a real driver of change."

Niranjan Srinivasan, Chief Information Officer of Grameenphone, emphasised the importance of responsible AI deployment. "AI should be verifiable, transparent, and fair. Most importantly, it should not be reckless," he noted, citing risks such as misinformation during disasters.

Three pillars of transformation

According to Martinkenaite, Telenor's global AI initiatives—and now Grameenphone's—are anchored in three key areas: enhancing customer service, optimising networks, and upskilling employees.

For customers, AI enables automated yet personalised experiences, ranging from contact centres to the MyGP app. In networks, AI is deployed to detect faults, prevent cyberattacks, and manage energy efficiently—a priority for a company operating the country's largest network and among its largest energy consumers.

For employees, AI serves as an empowerment tool through training programmes, AI fluency initiatives, and access to platforms such as ChatGPT-powered copilots.

"AI is not here to replace people," Martinkenaite stressed. "It is here to make them more efficient, more innovative, and more human-centred in their work."

Responsible and localised AI

Srinivasan highlighted that Grameenphone is among the first organisations in Bangladesh to establish its own sovereign AI factory, in partnership with NVIDIA and Cisco. Based in GP's data centre, the facility complies with local data privacy regulations while enabling enterprises and society at large to harness AI responsibly.

AI is already being used across Grameenphone's network and IT operations, particularly in energy management and hyper-personalised product recommendations via the MyGP app. Srinivasan stressed the balance between efficiency and customer experience: "We cannot compromise service quality just to save on energy bills."

A smarter workforce for a smarter nation

Both leaders emphasized that AI augments, rather than replaces, the human workforce. Grameenphone plans to train all employees in AI tools and techniques, freeing them from repetitive tasks to focus on creative problem-solving, innovation, and customer engagement.

"Empathy, curiosity, and human-centred thinking remain essential skills," said Martinkenaite. "AI liberates people from routine jobs so they can address complex problems and develop new services."

With 86 million customers, a youthful population (65% under 35), and a growing pool of globally recognized tech talent, Bangladesh is uniquely positioned to leverage AI for national development.

"AI is now a critical pillar for Grameenphone," Srinivasan concluded. "Our ambition is clear: to serve our customers better, empower our people, and accelerate Bangladesh's journey toward becoming a smarter nation."