Advanced Electronic Interlocking system commissioned in Dumdangi


Maligaon, (MExN): The Northeast Frontier Railway (NFR) has successful commissioned the Electronic Interlocking (EI) system at Dumdangi (DMZ) in the North Dinajpur district of West Bengal under Katihar Division.

According to an update received here, it informed that this advanced Siemens MK-II EI replaces the earlier Panel Interlocking, significantly enhancing the safety, reliability and operational efficiency of train movement in the region. The upgrade is designed to support more robust, automated and digitally controlled signalling operations, it informed.

At the same time, it stated that the newly commissioned system incorporates a range of advanced features, including provision of independent and dummy shunt signals, strengthened level crossing infrastructure and improved digital monitoring capabilities.

Likewise, it stated that the system encompasses 45 routes, 33 track circuits, 9 main signals, 8 independent shunt signals, 2 dummy shunt signals, 16 points, 2 vital FNmux units along with 2 non-vital mux units for displaying the auto section.

As part of the modernization, the existing Manually Lifted Barriers at LC gates: NC-26, NC-29 and NC-31 have also been replaced with Electrically Lifted Barriers to enhance safety standards.It maintained that the successful commissioning marks a major step toward more technologically advanced, safe and reliable railway operations, further reaffirming NFR’s strong commitment to continuous modernization and the enhancement of both passenger and freight services. Advanced Electronic Interlocking system commissioned in Dumdangi | MorungExpress | morungexpress.com
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India bolsters digital infra, over 6.34 lakh villages covered with mobile connectivity


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New Delhi, (IANS): The optical fibre cable network has expanded from 17.5 lakh kms in March 2018 to 42.36 lakh kms in September 2025, while the number of Base Transceiver Stations has increased from 17.3 lakh in March 2018 to 31.4 lakh in October 2025, the Parliament was informed on Wednesday.

This has led to significant growth in its digital infrastructure over the years.

As of October 2025, out of 6,44,131 villages in India, 6,34,019 are covered with mobile connectivity, of which 6,30,676 have 4G services, informed Dr Pemmasani Chandra Sekhar, Union Minister of State for Communications and Rural Development, in the Lok Sabha in a written reply.

Broadband subscriptions have risen sharply from 48 crore in September 2018 to 98 crore in June 2025. Additionally, 3.80 lakh PM-WANI Wi-Fi hotspots have been installed across the country as of October 31, 2025, the minister said.

Data consumption has also grown substantially, increasing from 8.32 GB per subscriber per month in September 2018 to 25.24 GB per subscriber per month in September 2025, while the average wireless data tariff has declined from Rs 10.91 per GB to Rs 8.27 during the same period.

Further, to ensure equitable digital access across the country the government is implementing various schemes under Digital Bharat Nidhi such as 4G saturation projects and Amended BharatNet Programme to expand digital connectivity in rural and remote areas, said the minister.

The government has undertaken several measures to strengthen the telecom sector in the country which has led to the growth of telecom sector.

These measures include rationalisation of adjusted gross revenue; rationalisation of bank guarantees (BGs); rationalisation of interest rates and removal of penalties; Dispensing with the requirement of BGs (for auctions held after 15.09.2021) to secure instalment payments and permission for surrender of spectrum after 10 years (in future auctions), among others.Other measures are dispensing with the requirement of Spectrum Usage Charge (SUC) for spectrum acquired in spectrum auctions held after 15.09.2021; removal of additional SUC of 0.5 per cent for spectrum sharing; permission for 100 per cent Foreign Direct Investment (FDI) in telecom sector under automatic route subject to safeguards; and requirement of licenses under 1953 Customs Notification for wireless equipment replaced with self-declaration. India bolsters digital infra, over 6.34 lakh villages covered with mobile connectivity | MorungExpress | morungexpress.com
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Macquarie Technology explores JV, capital recycling for $3bn data centre


Posted by Harry Baldock : The Australian technology giant is considering “a range of potential funding alternatives” to support the project

Earlier this week, Macquarie Technology Group revealed to investors that it was exploring funding options for a new 150MW data centre campus project, aiming to meet the expected boom in demand for AI and cloud computing.

The new campus would require between $2.5 billion and $3 billion in capital, excluding land value.

Speaking to investors on Tuesday, CEO David Tudehope said that the company was currently exploring its options for financing the data centre build out at the optioned location. One possibility would be to recycle capital by selling off a stake in the company’s more mature data centre assets. Alternatively, Macquarie could also partner with a third-party to create a joint venture.

“Funding for the new campus […] will come from recycled capital from the existing data centres and/or a development partnership,” said Tudehope, as reported in the Financial Review. “Both of those ideas are quite common overseas but are less common in Australia.”

The tech company has already struck a deal for the required land in Sydney for $240 million earlier this year, to be funded through cash reserves and debt.

Macquarie has been investing in data centres since 2018, with its flagship project taking place at the Macquarie Park Data Centre Campus in Sydney. Phase 1 of the site’s development, known as Sydney IC3 East, was completed in 2020, providing over 12MW of capacity. Phase 2, will see the site scaled further with the construction of the IC3 Super West data centre, bringing total capacity to 65MW.

Construction on C3 Super West began last year and is expected to be complete by Q3 2026. Macquarie extended its loan facilities to $450 million last year to facilitate this expansion.Combining these existing assets with the planned 150MW would make Macquarie one of the largest data centre providers in Australia. Macquarie Technology explores JV, capital recycling for $3bn data centre
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More than 1 billion 5G subscriptions expected in India by 2031: Report

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New Delhi, November 20 (IANS): India is set to cross 1 billion 5G subscriptions by the end of 2031, a new report said on Thursday.

This would give the country a 79 per cent 5G subscription penetration, reflecting rapid growth in adoption just three years after the service began rolling out nationwide, according to the November 2025 edition of the Ericsson Mobility Report.

The report highlights that India is one of the fastest-growing 5G markets globally. By the end of 2025, the country is expected to reach 394 million 5G users, accounting for 32 per cent of all mobile subscriptions.

Ericsson India MD Nitin Bansal said that mobile data usage in India is the highest in the world, with average consumption at 36 GB per month per smartphone, projected to rise to 65 GB by 2031.

He added that affordable 5G FWA (Fixed Wireless Access) equipment and heavy data usage are driving this surge.

Globally, the report forecasts 6.4 billion 5G subscriptions by 2031, making up about two-thirds of all mobile subscriptions.

In 2025 alone, global 5G subscriptions are expected to reach 2.9 billion, rising by 600 million in a single year.

Network coverage is also expanding quickly, with 400 million more people gaining 5G access in 2025.

By the end of that year, half of the global population outside mainland China is expected to be covered.

Mobile network data traffic rose 20 per cent between Q3 2024 and Q3 2025, driven mainly by India and China.

By 2025, 5G networks will handle 43 per cent of all mobile data, a number expected to jump to 83 per cent by 2031.

Fixed Wireless Access continues to grow as a major 5G use case. The EMR estimates that 1.4 billion people will be connected through FWA by 2031, with 90 per cent of these users on 5G networks.Currently, 159 service providers already offer 5G-based FWA services, representing about 65 per cent of all FWA operators worldwide, the report said. More than 1 billion 5G subscriptions expected in India by 2031: Report | MorungExpress | morungexpress.com
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Worldwide spending on AI is expected to be nearly $1.5 trillion in 2025: Report

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New Delhi, (IANS): Worldwide spending on artificial intelligence (AI) is expected to be nearly $1.5 trillion in 2025, up nearly 50 per cent up from $987,904 in 2024, a report said on Monday.

Further, the overall global AI spending is likely to top $2 trillion in 2026, led by AI integration into products such as smartphones and PCs, as well as infrastructure, according to a business and technology insights company Gartner, Inc report.

Mirroring last year's spending graph, generative AI integration in smartphones would lead the spending at $298,189 this year as well, followed by AI services ($282,556), AI-optimised servers ($267,534), AI processing semiconductor ($209,192), AI application software ($172,029) and AI infrastructure Software ($126,177).

"The forecast assumes continued investment in AI infrastructure expansion, as major hyperscalers continue to increase investments in data centres with AI-optimised hardware and GPUs to scale their services," said John-David Lovelock, Distinguished VP Analyst at Gartner.

"The AI investment landscape is also expanding beyond traditional U.S. tech giants, including Chinese companies and new AI cloud providers. Furthermore, venture capital investment in AI providers is providing additional tailwinds for AI spending," he added.

According to the report, the AI spending would reach $2.02 trillion in 2026 following a similar growth trajectory.

In 2026, spending on Generative AI integration in smartphones is likely to be at $393,297. Meanwhile, the spending on AI Services would reach $324,669, and for AI-optimised servers, it would go around $329,528

Similarly, AI processing semiconductor ($267,934), AI application software ($269,703) and AI infrastructure software ($229,885) will also put weight in spending on AI.

The other segments, attracting AI spending, would be AI PCs by ARM and x86, AI-optimised IaaS, and GenAI Models.Gartner providers equip tech leaders and their teams with role-based best practices, industry insights and strategic views into emerging trends and market changes to achieve their mission-critical priorities and build the successful organisations of tomorrow. Worldwide spending on AI is expected to be nearly $1.5 trillion in 2025: Report | MorungExpress | morungexpress.com
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AI regulatory violations to push 30 pc rise in tech firms' legal disputes by 2028


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New Delhi,  (IANS): Artificial Intelligence (AI) regulatory violations will result in a 30 per cent increase in legal disputes for tech companies by 2028, a report said on Monday.

Over 70 per cent of IT leaders indicated that regulatory compliance is within their top three challenges for their organisation’s widespread GenAI productivity assistants deployment.

Meanwhile, only 23 per cent of them are very confident in their organisation’s ability to manage security and governance components when rolling out GenAI tools in their enterprise applications, Gartner, a business and technology insights company, said in a report.

“Global AI regulations vary widely, reflecting each country’s assessment of its appropriate alignment of AI leadership, innovation and agility with risk mitigation priorities,” said Lydia Clougherty Jones, Senior Director Analyst at Gartner.

“This leads to inconsistent and often incoherent compliance obligations, complicating alignment of AI investment with demonstrable and repeatable enterprise value and possibly opening enterprises up to other liabilities," Jones added.

At the same time, the impact of the geopolitical climate is steadily growing, but the ability to respond lags.

As many as 57 per cent of non-US IT leaders highlighted that the geopolitical climate at least moderately impacted GenAI strategy and deployment, with 19 per cent of respondents reporting it has a significant impact.

Yet, nearly 60 per cent of those respondents reported that they were unable or unwilling to adopt non-U.S. GenAI tool alternatives, the report highlighted.

The report was prepared based on inputs from 360 IT leaders involved in the rollout of generative AI tools.

In a separate poll, Gartner found that 40 per cent of the 489 respondents indicated that their organisation's sentiment to AI sovereignty - defined as the ability of nation-states to control the development, deployment, and governance of AI technologies within their jurisdictions - is “positive”, and 36 per cent indicated their organisation’s sentiment was “neutral”.
While 66 per cent of them indicated they were proactive and engaged in response to sovereign AI strategy, and 52 per cent indicated that their organisation was making strategic or operating model changes as a direct result of sovereign AI. AI regulatory violations to push 30 pc rise in tech firms' legal disputes by 2028 | MorungExpress | morungexpress.com
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India tops Asia Pacific in AI adoption with 56 pc of city adults using Gen AI: Report

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Bengaluru, (IANS): India has emerged as the leader in artificial intelligence (AI) adoption across the Asia Pacific region, with more than half of metro adults actively using generative AI this year, a new report said on Tuesday.

The data compiled by Forrester highlights that 56 per cent of Indians living in cities are using generative AI tools in 2025, up from 44 per cent in 2024, making India the frontrunner in the region.

The report shows that Indian consumers are not only quick to adopt AI but also have the highest levels of AI knowledge globally.

Around 63 per cent of Indian adults say they understand AI well, compared to just 18 per cent in Australia and 26 per cent in Singapore.

Only 5 per cent of Indians said they did not understand AI, the lowest percentage worldwide.

Among different age groups, millennials stand out as the most knowledgeable, with nearly 69 per cent showing strong AI understanding.

However, the research also reveals a trust paradox. While 45 per cent of Indians see AI as a serious threat to society, 66 per cent of those who are knowledgeable about AI also trust the information it provides.

This reflects how greater awareness of AI brings both caution and confidence. For example, 64 per cent of Indian consumers trust AI-powered language translation services, much higher than in Australia (27 per cent) or Singapore (38 per cent).

When it comes to managing AI risks, Indians place the most confidence in long-established companies and big tech firms, with 58 per cent trusting these players.

Highly regulated institutions such as banks also enjoy significant trust. This trust level is much higher than in Australia and Singapore, where private companies typically inspire less confidence.

“India’s AI landscape presents a remarkable combination of high adoption, sophisticated understanding, and pragmatic scepticism,” said Vasupradha Srinivasan, principal analyst at Forrester.“Indian consumers are discerning users who understand both AI’s potential and its risks. This creates an environment where transparency, security, and credibility become competitive strengths for enterprises,” Srinivasan added. India tops Asia Pacific in AI adoption with 56 pc of city adults using Gen AI: Report | MorungExpress | morungexpress.com
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Worldline Increases Payment Authorisation Rates With AI-Powered Routing Solution


By The Fintech Times: Businesses are now able to route payments globally using artificial intelligence (AI), following the launch of a new service by the payments services organisation Worldline.

Payments are routed through acquirers, and choosing the most suitable one leads to increased authorisation and optimised costs. Traditionally, it would be challenging to select the right acquirer quickly, but with the new Worldline solution, merchants can utilise AI to select the optimal payment route in real time by analysing transaction data, in turn uplifting conversion rates.

Some of the pilot merchants are experiencing an uplift of over two per cent in authorisation rates (on top of three per cent with rule-based routing). The existing rules-based solution routes transactions to the acquirer with a low interchange fee, with one customer witnessing a €1.63million boost in revenue.

Khalil Kammoun, head of shared services at Worldline, commented: “With AI-driven routing, we’re enhancing authorisation rates through smarter decision-making and unlocking new revenue for our customers. At Worldline, we view payments as a growth driver for businesses and through this solution, we are delivering on that promise. Our aim is to enable businesses to achieve new levels of efficiency, cost savings, and payment optimisation.”
Adjustment to meet consumer operational needs

By boosting authorisation rates and reducing cost, Worldline helps customers to maximise profit margins. The solution offers a dual-layered routing strategy, combining the reliability of predefined rules with the adaptability of machine learning. This allows businesses to adjust their payment processes to fit specific operational needs.

Key features of the full solution include:
  • Omnichannel capability: the rules-based service can be used from multiple touchpoints for both online and in store transactions.
  • Global reach: supports multi-currency, multi-acquirer environments with intelligent cross-border payment handling.
  • AI-powered routing: this feature used global online businesses selects the most favourable acquirers, increasing conversion rates.
Worldline’s AI-based solution is already being used by global e-commerce customers and will soon be available for other Worldline payment platforms. Worldline Increases Payment Authorisation Rates With AI-Powered Routing Solution
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VMO2 taps Age UK to help elderly customers manage 3G switch-off


Posted by Harry Baldock, Press Release: Virgin Media O2 and Age UK are working together to provide additional support to the small number of older mobile phone users who will need to upgrade their handsets to continue using mobile data once 3G is switched off.

Virgin Media O2 will support Age UK’s work to develop and distribute new informative content designed for older people and their families to help them better understand the 3G switch-off. The charity will provide key information on its website and social media channels and, via its Advice Line, support older people and their families who are seeking advice in relation to the 3G switch off.

Virgin Media O2’s contribution will also help to fund Age UK’s Digital Champions programme, which supports disadvantaged older people through local awareness sessions, practical hands-on digital skills tuition and tailored guidance so they can stay connected and confidently use new devices.

This activity will complement the work Virgin Media O2 is already doing to raise awareness of the switch-off and encourage the small number of customers who will be impacted to take action. The operator is already writing directly to all customers currently without a 4G or 5G handset, offering free compatible devices for known vulnerable customers and discounts on new handsets for all others.

Virgin Media O2’s 3G network first launched more than 20 years ago and today carries less than 2% of all network data – a figure that continues to fall. Switching off this older technology – as agreed by the Government and all mobile network operators in 2021 – allows providers like Virgin Media O2 to reallocate mobile spectrum to more efficient 4G and 5G services and improve customers’ overall experience with faster data speeds, more reliable streaming and higher quality voice calls.

Customers who don’t upgrade to a 4G or 5G device before 3G is switched off will still be able to use voice calls and send text messages as they currently do for now, but they will not be able to use mobile data.

Virgin Media O2 and Age UK County Durham collaborated in a similar way earlier this year when the city of Durham became the first area to have the company’s 3G network switched off. Further local switch-offs have since been completed in other parts of the UK – Norwich, Telford and Guildford on 16 July, and Torquay will follow in August – ahead of a wider programme that will see the 3G network withdrawn across the country by the end of 2025.

O2 customers continue to be encouraged to visit their local store or call to access more information and support, while Tesco Mobile, giffgaff and Sky Mobile are supporting their own customers through this migration. Anybody with an old, unwanted handset is able to recycle their device through O2 Recycle where they could receive cash in exchange for their old phone and play their part in disposing of old equipment responsibly to protect the environment.

Jeanie York, Virgin Media O2’s Chief Technology Officer, said: “We’re continuing to push ahead with our plans to switch off 3G across the UK by the end of this year, allowing us to reallocate mobile spectrum to more efficient 4G and 5G services and give our customers a better overall experience.

“While we know that the vast majority of our customers already have a 4G or 5G handset and do not need to take any action, our priority has always been to support the minority who may be impacted.

“Given that many of these customers are likely to be older and potentially less tech-savvy, it makes perfect sense to partner with Age UK as we carry out this migration. We’ll draw on their expertise and significant reach to raise awareness among customers who will need to upgrade their device to continue using mobile data once 3G is withdrawn.”

Caroline Abrahams, Charity Director at Age UK, said: “The 3G switch-off may feel daunting for many older people so it’s important that we do all we can to support those affected.

“We’re very grateful for this funding from Virgin Media O2 as this will enhance our services, including our Advice Line, so that older customers can get the help needed when 3G is switched off.

“It’s important to note that for those using a 3G network who don’t wish to change their handset, for now they will still be able to make phone calls and send texts as they do today – it’s just their mobile data this change will affect.

“Anyone who is feeling worried and would like some support can get in touch with their provider to find out more about their options and make sure they are ready for the change, or they can call Age UK’s Advice Line for free on 0800 169 65 65.”

O2 customers can find out more about the 3G switch off on its website. Tesco Mobile customers can find out more here, Sky Mobile customers should visit here for further information, while giffgaff customers can access further support here.How is the UK connectivity ecosystem changing in 2025? Join the discussion at Connected Britain, the UK’s largest digital economy event VMO2 taps Age UK to help elderly customers manage 3G switch-off
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5G-A is a necessity for capitalising on the AI boom


Partner Article: Posted by Harry Baldock : As AI becomes increasing ubiquitous, the capabilities of 5G-Advanced (5G-A) is growing vital to operator success
Since the release of 3GPP’s Release 18 last year, the mobile industry’s adoption of 5G-A has been steady. Over 30 mobile operators worldwide have already launched the technology commercially, with many more expected to follow in the coming year. As expected, China has taken an early lead in this regard, with China Unicom, China Mobile, and China Telecom collectively making the 5G-A available in 300 cities, in 30 provinces, to over 10 million subscribers.

The advantages of the new technology are undeniable. With downlink rates of up to 10 Gbps, improved upload speeds, lower latency, greater reliability, and precision positioning, 5G-A is unlocking a host of new use cases, from autonomous vehicles to industrial automation. But while these use cases have long been coveted by operators, in fact the greatest benefit of 5G-A is still emerging: its integration with AI.

AI: A catalyst for 5G-A transformation

Since the explosive launch of ChatGPT at the end of 2022, AI usage has grown exponentially both at home and at work. Recent research from Salesforce showed that AI usage in the workplace is soaring, rising 233% in the last six months alone.

Speaking at this year’s MWC Shanghai, James Chen, President of Huawei’s Carrier Business, noted that the technology was rapidly becoming more affordable, allowing it to be integrated more freely with existing systems.

“As AI adoption continues to rise, the annual decline in AI inference costs exceeds 90%, making AI as ubiquitous as water and electricity,” he said, emphasising that the networks, functioning as the “central nervous system” for AI, must evolve to meet this rising demand.

5G-A is foundational for this evolution, enabling intelligent services for both consumer and B2B sectors. With AI agents now capable of executing real-time instructions, such as uploading a screenshot to the cloud within seconds, network design must pivot toward upstream capacity and low latency.

“In the same way that 5G laid the foundation for the success of mobile internet, 5G-A is the key supporting pillar of the mobile AI era,” said Chen.

New connectivity: IoT and the Edge

To maximise the potential of mobile AI’s integration with 5G-A, operators need to consider three strategic imperatives, described as “new connectivity, new network planning, and new business models” by the VP of Huawei’s Wireless Network Product Line, David Li.

‘New connectivity’ here refers to a focus on connectivity technologies that have a major role to play in the growing AI ecosystem. Edge computing, for example, will be crucial in this context, allowing AI inference to take place closer the end-user. To this end, Huawei is investing in “cell-free” technologies to ensure uniform signal quality from cell center to cell edge, vital for billions of intelligent endpoints.

Another growing focus area will be on the IoT. As the number of IoT devices continues to grow and be increasingly infused with AI, supporting this ecosystem is crucial to industrial and enterprise success. Here, 5G Reduced Capability (RedCap) will play a leading role, allowing 5G network to support intelligent IoT at scale. In future, Enhanced RedCap (eRedCap) will take this one step further, allowing the IoT become more sophisticated and support video surveillance and IoT livestreaming.

“Today, the cost of RedCap modules has dropped below 100 RMB (~$14), and in the next year or two the cost of RedCap will be comparable to or even lower than that of Cat-4 IoT,” said Li. “With IoT technology, our vision is to connect all physical assets in the network and convert them into data simultaneously.”

New network planning: Prioritising uplink and latency

A major challenge presented by the boom in mobile AI usage is the strain it places on networks in terms of uplink. Historically, networks have been deployed with a focus on downstream capacity, with users focussed on downloading content. With AI, however, users are uploading data far more frequently and expecting AI-generated answers in real-time – a challenge that will only grow as AI agents like Zhipu AI begin uploading data on users’ behalf. As a result, high uplink capacity and low latency will become a crucial feature of, representing a significant paradigm shift in network deployment strategy.

In this regard, Li argues that telcos should be aiming for the “double 20” benchmark of 20 Mbps upload and 20 ms air interface latency, to ensure their networks are ready to deliver novel AI use cases effectively.

New business models: An AI opportunity

With these new connectivity technologies and a more robust 5G-A network in place, operators can begin to explore more flexible, user-centric business. Instead of focussing their proposition on data traffic and KPIs, operators can instead create unique packages targeting specific demographics, whether they are latency-sensitive gamers or live streamers. With the integration of AI within the network, these services can be more easily provisioned, offering quality of experience assurance autonomously at the click of a button.

“Traffic monetisation has hit a bottleneck. Operators need to find new monetization methods, namely seizing the entry points of intelligent services,” said Li. “Our networks should be flexible, able to identify what users, scenarios, and applications are running on the network, and adapt accordingly.”

5G-AxAI in action in China

At MWC Shanghai, one did not have to look far for examples of the powerful combination of 5G-A and AI. China Unicom Beijing and Huawei, for example, were showcasing the world’s first 3D smart 5G-A network, deployed in Beijing. China Unicom Beijing is leading the transition from single-band networks to a layered communications system, with high bands for network capacity, mid-bands for continuous coverage, and low bands and space-air-ground coordination for wide-area coverage. At the same time, integrated AI is helping to automate the network, with the partners aiming “to achieve automation across all network settings by 2026, covering site deployment, maintenance, optimization, and complaint handling”, according to a company press release.

Further to the north of China, in Harbin, China Unicom Heilongjiang deployed 5G-A for the 2025 Asian Winter Games, providing full coverage across all the event’s venues and enabling peak download rates of over 10 Gbps using millimetre wave and three-carrier aggregation. As part of the company’s broader ‘CHARMS’ (Cloud, Hi-tech, AI, Reduction, Metaverse, and Safety) strategy, the 5G-A network was used to support real-time 8K livestreaming, intelligent drone monitoring, and AI-powered network scheduling, which established a solid digital foundation for the “Ice and Snow City”.

A collaborative industry drive to take the next steps

As 5G-A and AI technology become more mature we will see their further integration in deployments worldwide. For now, however, there remains much work to be done, and operators are at risk of missing out on a major opportunity for revenue growth. There is a deep need to foster collaboration across the telecoms industry, build new value chains, and seize the growth opportunities this convergence brings.

“The era of AI agents is here, ready to reshape how we live and work. Grounded in powerful networks, sharpened by relentless innovation, and propelled by thriving ecosystems,” concluded Eric Fang, President of the 5G-A Domain of Huawei Wireless Network Product Line. “Let’s work together to advance 5G-AxAI demands and applications, foster cross-domain collaboration, and drive industrial and economic growth.”

The AI era has well and truly begun, but without the deployment of 5G-A and other advanced connectivity technologies, operators will be trying to grasp at its potential with one hand tied behind their backs. Keep up with all the latest telecoms news with the Total Telecom newsletter 5G-A is a necessity for capitalising on the AI boom
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Oracle’s $3 billion bet on AI and cloud infrastructure


News

Oracle has unveiled a substantial $3 billion investment to significantly expand its cloud and artificial intelligence (AI) infrastructure in Europe. This strategic commitment is designed to meet soaring demand for AI services and sovereign cloud solutions, catering to enterprises, public sector entities, and AI developers amid an evolving technological landscape.

In the Netherlands, Oracle plans to invest $1 billion over the next five years, concentrating its efforts in the Amsterdam region to enhance its Oracle Cloud Infrastructure (OCI) capabilities. This development aims to empower a wide range of organisations – from large enterprises to startups and public institutions – by providing more robust AI and sovereign cloud services. Wilfred Scholman, Oracle’s vice president and country leader in the Netherlands, highlighted the nation’s dynamic technology ecosystem and governmental ambitions to foster a technology-driven industrial environment. Key sectors targeted include financial services, logistics, life sciences, and energy, where organisations are actively migrating workloads to the cloud, modernising applications, and leveraging cutting-edge AI innovation. Oracle asserts its unique position as the only hyperscaler able to deliver over 200 AI and cloud services across various environments, including edge, customer data centres, multi-cloud, and public cloud settings, which is critical for addressing stringent EU data privacy requirements and minimising latency.

Meanwhile, Germany will see a $2 billion investment focused on expanding Oracle’s OCI footprint in Frankfurt, reinforcing AI infrastructure capacity in tandem with the country’s commitment to digital transformation and industrial evolution. Thorsten Herrmann, Oracle Germany’s senior vice president and country leader, emphasised that this investment aims to accelerate AI and cloud transformation across numerous sectors, supporting Germany’s ambition to cement itself as a leading hub for AI innovation in Europe. The initiative is particularly designed to benefit manufacturing, automotive, renewable energy, healthcare, and scientific research sectors. Germany’s Federal Minister for Digital Affairs, Karsten Wildberger, welcomed the development, noting that it positions Germany as an attractive centre for digital innovation and investment.

These investments not only reflect Oracle’s intent to expand its European cloud infrastructure but also align with broader strategic imperatives related to data sovereignty and compliance with stringent EU regulations. Oracle’s focus on sovereign cloud services, such as OCI Dedicated Region and Oracle Cloud@Customer, addresses growing demands for localised data governance and regulatory adherence—an increasingly critical factor for both public institutions and private enterprises operating under tight data protection regimes. This places Oracle in a competitive race alongside other major hyperscalers like Google, Microsoft, and AWS, all seeking to establish sovereign cloud presences across Europe.

Additionally, Oracle’s expansion efforts are connected to its collaboration with OpenAI, particularly within the Stargate initiative, which involves the development of advanced AI data centre infrastructure globally. While financial returns from this partnership may not surface until 2028, it underscores Oracle’s forward-looking approach to AI infrastructure investment, positioning the company to capitalise on the technology’s accelerating adoption worldwide.

By bolstering infrastructure in two of Europe’s most pivotal markets, Oracle is strategically advancing its capabilities to serve the increasing demand for AI innovation, digital transformation, and sovereign cloud services across the continent. This investment not only supports existing industries but also strengthens the foundation for startups and new AI ventures, enabling European organisations to navigate evolving regulatory landscapes while fostering technological growth.How appropriate… this article is part of the Total Telecom AI content creation trial and is supplied by Noah Wire Services. Let us know if you spot any errors. Oracle’s $3 billion bet on AI and cloud infrastructure
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Tech Giants Slash 61,000 Jobs in 2025 AI Revolution


By Aamna Aamna, In 2025, the technology sector’s labor force is revealing a record number of job cuts with industry giants laying off more than 61,000 people in 130+ organizations as artificial intelligence completely redefines business procedures. This enormous downsizing marks the biggest tech layoff since the pandemic period as a sign that it is shifting to a path of AI efficiency.

Microsoft

The Microsoft has become the pioneer in 2025 tech layoffs with 6,000 jobs, which is its largest reduction in the workforce since 2023. Redmond, Washington-based firm made the announcement on May 13 that it would cut a number of departments, and the state of Washington suffered 2,000 job casualties. The strategy of Microsoft is concerned with its effort to reduce the levels of the management and emphasize the importance of engineering role rather than management work.

Google

Google by Alphabet has cut down their staff by hundreds of workers in key departments such as Android and Pixel within the Android team and Chrome team. These technological retrenchments are as a result of the change by the company to integrate its Platforms and Devices units in 2024, which made redundancies in the operations of the company and thus required the optimization of its workforce.

IBM

Supposedly speaking, International Business Machines Corporation has cut around 8000 jobs and Human Resources departments where hit the hardest. The calculated layoff directly relates to the vigorous use of AI in IBM, where robotic capabilities are reorganizing the regular HR duties and removing about 200 expertise positions.

Amazon The reduction in team size follows a job cut of around 100 positions in the Devices and Services unit of Amazon, which oversees Alexa voice assistants and Amazon Echo smart speakers, Kindle e-readers, and the still-in-development Zoox autonomous vehicle project. These aggressive technological layoffs positively reflect on how Amazon attempts to rationalize the activities and streamline the appropriations in alignment with its future product development agenda. Tech Giants Slash 61,000 Jobs in 2025 AI Revolution
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How AI-powered chatbots can make – or break – consumer trust

Scott Schanke, an assistant professor in UWM’s Lubar College of Business, studies the design of artificial intelligence agents for public-facing business interactions, and how different interfaces can make or break consumer trust. (UWM Photo/Elora Hennessey)

Chatbots – those little text bubbles that pop up in the corner of so many consumer sites – have long been a fixture in the digital world. Now, the growing popularity of generative AI programs has only supercharged their presence, and their abilities.

Conversations with ChatGPT and similar apps are getting more realistic by the day. Artificial intelligence-powered chatbots are now woven into many businesses’ customer service, outreach and sales approaches.

But how is this widespread AI adoption affecting consumer behavior? That’s a question for Scott Schanke, an assistant professor in UWM’s Lubar College of Business. His work, which is one of several AI-focused research projects at UWM, centers on the design of AI agents for public-facing business interactions, and how different interfaces can make or break consumer trust.

“AI agents (can) fill this sort of human-facing job role,” Schanke said. “Maybe it’s collecting information or facilitating a sale.”

A lot goes into making sure consumers actually finish filling out a form or complete a purchase. Different traits can sway a person’s interaction with a chatbot, and ultimately an organization’s ability to gain their trust.

Exploring how chatbots shape consumer interaction will give businesses valuable insight into the best ways to deploy new AI technologies. This includes other formats as well, such as voice clones. Schanke’s work will also help researchers pinpoint future uses for the technology — both constructive and nefarious.

“The whole idea here is that we need to try and be forward-looking,” Schanke says. “This is sort of an inflection point that we’re starting to see with a lot of these generative AI technologies, where … we don’t really know what the potential downsides are.”

Chatbots in context

For a 2021 study in the academic journal Information Systems Research, Schanke and colleagues explored how chatbot humanization impacted a customer’s likelihood of accepting an offer. They partnered with a secondhand clothing retailer to automate their clothing buyback process.

Schanke designed a chatbot for the company with varying degrees of human-like qualities. Some versions told jokes, took longer pauses between replies or told the customer their name. Ultimately, anthropomorphism helped the bots secure more sales — but it came with a cost.

Consumers didn’t tend to push back on offers that came from computer-like bots. “Meaning, if you seem more like a bot, I am more willing to take a lower offer because I’m not thinking about any sort of intent behind the offer,” Schanke says. On the other hand, when bots seemed more human, customers focused more on negotiating to get the best price.

In other contexts, such as charitable giving, anthropomorphism also comes with drawbacks. For a report that is currently under review, Schanke partnered with a social justice organization in Minneapolis to deploy a chatbot that interacts with potential donors. Using AI-powered chatbots could help charitable organizations, which typically have fewer resources than corporations, Schanke said.

“A lot of these organizations… it’s hard for them to stay afloat. And I think chatbots could be a way to help them automate certain processes,” he said. But when chatbots appear too human, potential donors are less likely to open their wallets.

The big reason is that charities tend to operate in more emotional contexts. Asking for donations for flood victims or people facing food insecurity, for example, feels much more high-stakes than selling used clothes. “Having high degrees of anthropomorphism as well as high degrees of emotional appeals are counterproductive because it’s already an emotional context and it’s almost too abrasive to people,” Schanke said.

Logical, bot-like approaches, on the other hand, resulted in more conversions in the outreach process. Ultimately, context matters when deploying chatbots in different settings, and it’s important for organizations to know which traits will push or pull consumers away.

Familiar voices elicit consumer trust

While not as common as chatbots in consumer-facing settings, voice clones are the next frontier in AI-driven interaction. These bots, also known as audio deepfakes, mimic the voices of real human beings. AI voice programs only need a few seconds of audio from a real person talking to generate a hyper-realistic clone that can say just about anything.

“Folks have been using these mostly for parody,” Schanke says, pointing to the many examples of TikTok videos where a celebrity appears to sing a song or recite a speech that they never actually said. But organizations are interested in how this technology could enhance customer support and outreach, much like chatbots.

The question is how much consumers will trust it — and how easily voice cloning can manipulate perception. For a report to be published in Management Science, Schanke and colleagues invited participants to talk with AI voice clones over the phone. They found that bots seemed more trustworthy when they cloned and spoke in the participant’s own voice. And even in scenarios where the researchers told participants that the “person” on the other end was not to be trusted, they still believed what the bot told them when it was using their own voice.

“Even in that situation, when we give them this information, they’re more willing to trust that other party, even when they know that this person is not trustworthy,” Schanke says.

Additionally, in cases where the bots disclosed that they were, in fact, bots, participant trust still remained high. Knowing this could help lead to legislation to protect consumers against nefarious or misleading uses of AI.

Thinking five years ahead

Voice clones have already been used to carry out complex scams, create fake news reports and even rob a bank. Because of how easily they can generate a believable persona with just a few seconds of audio, the technology wields the power to manipulate unsuspecting people and supercharge malicious lies.

But it all depends on how voice clones are used. “My belief is that technology is neither good nor bad,” Schanke said. There is potential for both positive and negative outcomes with generative AI tools — it just matters who’s using them and for what purpose.

As a researcher, Schanke’s goal is to explore the wide variety of possibilities that AI technologies present. Shedding light on how chatbots and voice clones can be used raises awareness for people who work with AI systems. It can also alert the public to the potentially manipulative applications and help make the case for consumer legislation.“I think it’s really important for us as researchers to think five years ahead,” Schanke said. “How could we potentially protect people, or at least drive transparency that this is a potential risk?” How AI-powered chatbots can make – or break – consumer trust
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Rolls-Royce SMR named as UK's selected technology

A rendering of a Rolls-Royce SMR power plant (Image: Rolls-Royce SMR)

Following a two-year competition, Rolls-Royce SMR has been selected as the preferred bidder to construct the UK's first small modular reactors.

The UK aims to grow nuclear energy capacity to 24 GW by 2050, with a mix of traditional large-scale power plants and small modular reactors (SMRs). In July 2023, the Great British Nuclear arms-length body, set up to help deliver that extra capacity, began the selection process for which SMR technology to use. There were initially six companies shortlisted, with four shortlisted companies - GE Hitachi, Holtec, Rolls-Royce SMR and Westinghouse - entering negotiations last September. In February, the four SMR vendors were issued with an Invitation to Submit Final Tenders, three of which were submitted in April, with Westinghouse withdrawing.

Great British Nuclear, which has now been renamed Great British Energy - Nuclear as it moves to its delivery phase, today announced that Rolls-Royce SMR has been selected as its preferred partner to develop SMRs, subject to final government approvals and contract signature.

It said it is aiming to sign contracts with Rolls-Royce SMR later this year and will form a development company. It will also aim to allocate a site later this year and connect projects to the grid in the mid-2030s. A final investment decision is expected to be taken in 2029.

"This announcement is a defining moment for the UK's energy and industrial future," said Simon Bowen, Chairman of Great British Energy – Nuclear. "By selecting a preferred bidder, we are taking a decisive step toward delivering clean, secure, and sovereign power. This is about more than energy - it's about revitalising British industry, creating thousands of skilled jobs, and building a platform for long-term economic growth."

Rolls-Royce SMR CEO Chris Cholerton said: "This is a day to celebrate a milestone achievement. This success is testament to our incredible team which has developed a world-leading technology and worked tirelessly over the last two years to ensure we could provide a winning tender to GBN.

"As well as delivering affordable, clean energy to support our nation's energy independence - deploying three of our units will drive domestic growth by creating thousands of highly skilled, well-paid jobs and supply chain opportunities. We are the only SMR company with multiple commitments to build projects in Europe, testament to our differentiated design and compelling offer."

The company noted it has already been selected by Czech utility ÄŒEZ to deliver up to 3 GW of electricity in the Czech Republic and that in Sweden Rolls-Royce SMR is in the final two SMRs in their technology selection process.

The Rolls-Royce SMR is a 470 MWe design based on a small pressurised water reactor. It will provide consistent baseload generation for at least 60 years. 90% of the SMR - measuring about 16 metres by 4 metres - will be built in factory conditions, limiting on-site activity primarily to assembly of pre-fabricated, pre-tested, modules which significantly reduces project risk and has the potential to drastically shorten build schedules.

The Rolls-Royce SMR design is progressing through the final stage of the assessment by the UK nuclear regulators, the only SMR design to have so far reached that stage. The Generic Design Assessment is a three-step process carried out by the Office for Nuclear Regulation (ONR), the Environment Agency (EA) and Natural Resources Wales to assess the safety, security, and environmental protection aspects of a nuclear power plant design that is intended to be deployed in Great Britain. Successful completion of the GDA culminates in the issue of a Design Acceptance Confirmation from the ONR and a Statement of Design Acceptability from the EA.

The selection of Rolls-Royce SMR as the winner of the UK Small Modular Reactor competition was welcomed by the Nuclear Industry Association, with its Chief Executive Tom Greatrex saying: "This is a hugely significant moment for Rolls-Royce SMR and for the British nuclear programme. These SMRs will provide essential energy security and clean power alongside large scale reactors, all the while creating thousands of well-paid, skilled jobs, opportunities for growth right across the country and significant export potential. We look forward to working with Rolls-Royce SMR and all other potential SMR vendors, including those not successful today, on making Britain the best place to build new nuclear anywhere in the world."

The original plan had been for two or three SMR technologies to be selected in the process. And in a statement in the House of Commons Energy Secretary Miliband said that other SMR technology companies may be part of private sector projects in the UK that "may want to come in and build sooner" than the government-backed scheme.

Reaction from Holtec

In response to the announcement on Tuesday, one of the two other shortlisted contenders, Holtec International, said it was disappointed and said its plans for a manufacturing facility in South Yorkshire "will now be scaled back in size and jobs while being delayed in terms of timeframe".

It congratulated Rolls-Royce SMR and said: "Despite the outcome from this competition, Holtec remains resolute in its belief that Holtec’s SMR-300 is among the most advanced, safe, and deployable reactor designs in the world. Our participation in the tender has further reinforced the global interest in our technology, and we are grateful for the opportunity to showcase our capabilities."

"Looking ahead, Holtec is intensifying its focus on partnerships with private-sector clients in the United Kingdom that can move at pace and international stakeholders who are seeking proven, scalable SMR solutions," its statement added.

Large plant plans

The selection of Rolls-Royce SMR came as Chancellor Rachel Reeves announced the UK government will make a GBP14.2 billion (USD19.2 billion) investment to build Sizewell C nuclear plant in Suffolk as part of its Spending Review. The EDF-led plan is for Sizewell C to feature two EPRs. It would be a similar design to the two-unit plant being built at Hinkley Point C in Somerset, with the aim of building it more quickly and at lower cost as a result of the experience gained from what is the first new nuclear construction project in the UK for about three decades.

Miliband told members of parliament that Wylfa, in North Wales, was being considered by Great British Energy - Nuclear for potential future nuclear use, for either a further gigawatt-scale plant, or as a site for multiple SMRs.

What is an SMR?

Small modular reactors - also known as SMRs - are smaller nuclear power plants and are intended to be designed so that their parts can be factory-produced and assembled on site in a modular way allowing costs to fall as increasing numbers of the same SMR design are built.

The widely-accepted definition of an SMR is that it is a nuclear power reactor which has an output level of up to 300 MWe, which is about one-third of the power generated by a traditional-sized nuclear power plant unit. Each SMR could power about 600,000 homes, probably for 60-80 years.There are more than 70 different SMR designs in development, with Russia, China and Argentina leading the way in terms of constructing them so far with many other countries having hopes and plans for fleets of SMRs during the 2030s. Rolls-Royce SMR named as UK's selected technology
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Redesigning roles can help Indian employers close talent gaps in tech workforce


New Delhi, (IANS): Even as roles in the technology industry are being reshaped by automation and AI, employers in India should consider a strategy of ‘role redesign’ to solve talent needs and maintain competitiveness, according to a study on Thursday.

The research from Pearson, a global learning company, looked at how the tech workforce might evolve and be reshaped by emerging technology over the next five years in the country.

For this, the study focused on five of the most common and high-value tech roles in India -- system software developers, programmers, network architects, system architects/engineers, and system analysts.

The findings showed that these highly valued workers will save nearly half a day a week by 2029 -- just by augmenting and automating key tasks with technology.

It urges employers to start thinking creatively and proactively about redesigning roles to help use technology more effectively and employees use this saved time for upskilling.

“In India’s rapidly evolving digital economy, businesses cannot afford to treat workforce development as an afterthought. Our study shows that by strategically redesigning roles and not replacing them, employers can unlock significant value within their existing teams,” said Vinay Kumar Swamy, Country Head- Pearson India.

The strategy can help employers better utilise current workers rather than replace them with newly skilled ones. This will essentially solve talent needs from within their own workforce and provide job agility and security for these valued employees.

“With up to 17 hours of monthly time savings per tech professional by 2029, the opportunity is not just to bridge talent gaps, but to transform the very nature of work. Pearson sees role redesigning as a forward-thinking solution that aligns people, productivity, and innovation critically to sustain India’s global tech leadership,” Swamy said.

By examining how automation and new technologies are likely to impact tech roles, the study was able to identify that LLM chatbots (such as Copilot or ChatGPT) and RPA for Internal Processes (software robotics) hold the greatest potential to save time.Looking at the impact on hours spent on tasks within the roles in a working week, the research found that between 2.5 hours and 3.9 hours a week could be saved in 5 years. This creates an opportunity to rethink how roles are structured and redefine what “core” tasks will remain with human employees. Redesigning roles can help Indian employers close talent gaps in tech workforce | MorungExpress | morungexpress.com
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Centre launches ‘5G Innovation Hackathon 2025’ to address societal, industrial challenges


New Delhi, (IANS): The Department of Telecommunications (DoT) on Monday announced the ‘5G Innovation Hackathon 2025’, a six-month initiative aimed at accelerating the development of innovative 5G-powered solutions to address societal and industrial challenges.

Open to students, startups and professionals, the programme provides mentorship, funding, and access to over 100 5G Use Case Labs, enabling participants to transform visionary ideas into scalable technologies, according to the Ministry of Communications.

Winners will receive significant rewards, including Rs 5,00,000 for the first place, Rs 3,00,000 for the runner-up, and Rs 1,50,000 for the 2nd runner-up.

Also, special mentions will be given for Best Idea and Most Innovative Prototype, each receiving Rs 50,000. Ten labs will also be given Certificates of Appreciation for Best 5G Use case and one Certificate for Best idea from Emerging Institute.

The hackathon invites proposals focused on key 5G applications such as AI-driven network maintenance, IoT-enabled solutions, 5G broadcasting, smart health, agriculture, industrial automation, non-terrestrial networks (NTN), D2M, V2X, and quantum communication.

Participants are encouraged to leverage 5G features like network slicing, Quality of Service (QoS), and call-flow scenarios to address real-world problems.

The hackathon offers an array of support mechanisms to help participants take their innovations to the next level. Participants will get assistance in IPR filing for commercialising their IP assets.

The hackathon will unfold in several stages, each carefully designed to nurture and develop ideas from proposal submission to final evaluation.

Each institution will have the opportunity to recommend up to five proposals for the DoT screening, and regional committees will select the best entries for further evaluation.

The final stage, Evaluation and Showcase, will take place in late September 2025, where teams will present their prototypes to a Technical Expert Evaluation Committee (TEEC).

Winners will be announced in October, with the top teams showcasing their innovations at the India Mobile Congress (IMC) 2025, one of the most prestigious tech events in the country.

The programme, supported by a Rs 1.5 crore budget, covers seed funding, IPR assistance, mentorship, and operational costs.It aims at developing over 50 scalable 5G prototypes, generate 25+ patents, strengthen academia-industry-government collaboration, and support startup creation. Centre launches ‘5G Innovation Hackathon 2025’ to address societal, industrial challenges | MorungExpress | morungexpress.com
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How to maximise 5G network value in the AI era


The evolution of mobile networks will transform how people connect, work, and interact with technology. At this year’s Mobile World Congress (MWC) Barcelona, Huawei’s Corporate Senior Vice President and President of lCT Sales & Service, Li Peng highlighted the role of 5G advancements in improving the user experiences and creating new business opportunities, in his keynote speech

“We’re rapidly entering a fully intelligent world. Intelligent applications are spreading everywhere, placing new demands on networks,” said Li. “By embracing and evolving 5G, we can unlock the infinite potential of mobile networks. Huawei is willing and ready to work with carriers and industry partners around the world to promote digital enablement, reinforce network foundations, and bring AI to all. Together, we can shape the D.N.A for an intelligent world.”

Improving mobile networks

Li emphasised how the way people interact with technology is changing. With the rise of voice assistants, cloud-based applications, and smart services, mobile networks must offer faster speeds and lower latency. As mobile experiences become more interactive (such as AI-powered voice and visual assistants) networks also must evolve to meet these increased demands.

To be able to do this, networks need to transition from 5G NSA (non-standalone) to 5G SA (standalone) and eventually to 5G-A. Key technologies like Control and User Plane Separation (CUPS), which separates control and user data traffic to improve network efficiency, and Guaranteed Bit Rate (GBR), which ensures a minimum data rate for specific services, will be essential to improving network responsiveness and efficiency.

Managing increased network traffic

Li also discussed the rapid growth of digital content production and distribution. As high-quality videos and interactive media become more widely used, mobile data usage is expected to rise to an “unprecedented” level, again highlighting the need for more spectrum, more network capacity, and greater upload and download bandwidth.

Expanding coverage for smart devices and IoT

As smart devices and cloud services become more widespread, the demand for fast, reliable network coverage continues to grow. By 2030, over a billion people are expected to rely on cloud-based services, which will require seamless access to data and applications. Additionally, smart vehicles and other IoT devices will need continuous network coverage across cities, highways, and rural areas. Carriers will need to continue expanding 5G networks to provide the coverage necessary for these increased needs.

Improving network management with smarter operations

With networks becoming more complex, Li emphasised the importance of smarter operations and maintenance (O&M) systems. Many carriers are already using AI-powered tools to enhance efficiency, predict network issues, reduce downtime, and optimise network traffic in real time. By making these improvements, carriers can provide better service reliability and faster response times, ensuring a more seamless and consistent mobile experience. Some carriers who are already using AI agents, and those with self-learning capabilities can increase troubleshooting efficiency by 30%, by predicting and locating faults in just a few seconds.

New business opportunities

Li also highlighted how carriers can explore new ways to generate revenue. By offering premium services based on network speed, reliability, and custom features, telecom operators can cater to different customer groups. In China for example, telcos have partnered with industries like insurance and hospitality to offer new communication services through Open APIs, leading to increased revenue growth from business clients.

Li predicted that the combination of 5G-A and AI technologies could lead to double-digit growth in Data of Usage (DOU) and Average Revenue Per User (ARPU), creating big opportunities for carriers to monetise their networks.“The opportunities are huge,” concluded Li. “And the time to act is now. Pioneers are already scaling up fast in over 200 cities around the world. They’re taking solid steps forward, unlocking incredible new value.” How to maximise 5G network value in the AI era
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How Important Is ‘The Human Touch’ in Customer Service as Firms Increasingly Use AI?

A couple of years after its initial boom, artificial intelligence (AI) still remains a huge buzzword in the fintech industry, as every firm looks at a new way of integrating the tech into its infrastructure to gain a competitive edge. Exploring how they are going about doing this in 2025, The Fintech Times is spotlighting some of the biggest themes in AI this February.

AI has taken the world by storm, massively impacting the customer service sector. However, while some organisations may feel that they can replace human workers with technology, the ‘human touch’ remains an important factor for many consumers. But how important is human contact in a world where AI has the potential of a faster, more streamlined customer service experience?

Empathy and critical thinking needed

Allen Bonde the CMO at TreviPay

Perhaps AI’s biggest flaw is its inability to understand a situation from an emotional standpoint. In finance, empathy with someone’s situation is an absolute must and according to Allen Bonde the CMO at TreviPay, the B2B payments firm, this is why the human touch is still needed in a sector turning to AI.

“The human touch remains very important in customer service, even as AI adoption grows. AI can handle repetitive or high-volume tasks, speeding up processes and increasing efficiency, but it lacks the empathy and critical thinking that human interaction provides. Firms should use AI to support, not replace, customer service teams. Doing so can enhance customer experiences by enabling faster responses and better solutions while preserving personal connections. Customers value personalised service, and businesses that blend AI’s strengths with human interaction build stronger trust and loyalty.”

Merging the perks of technology with human emotion


Martin Taylor, co-founder and deputy CEO of Content Guru

Echoing similar views, Martin Taylor, co-founder and deputy CEO of Content Guru, the communications integration provider also noted how the importance of human interaction in AI is something we’re seeing across the globe. While AI is undoubtedly here to stay, he notes that combining its capabilities with the emotion that human employees bring is the key to success.

“Recent findings, both in the UK and the US, reveal that customer satisfaction is at an all-time low; not because organisations have become less capable, but due to rising customer expectations in our ‘real-time’ society. Today, customers expect seamless service regardless of sector, leading to a growing intolerance for anything less than exceptional service.

“AI-assisted workers benefit from a reduction in repetitive tasks such as collecting information around a customer query or searching for associated knowledge articles, the bulk of which can be automated to save time and improve job satisfaction.

“Suddenly, the skills required by a contact centre worker shift from administrative competence to becoming focused on building relationships with customers and delivering empathy, the ‘human touch’ that customers increasingly demand, especially during high-stress calls that are typical of the finance sector. Firms should also be leveraging AI-enabled technology while the customer is waiting in the queue, to capture and analyse the reason that someone is calling, and guide them to the most appropriate available resource.”

Avoiding unnecessary errors – monitoring

Jonathan Moran, head of martech solutions marketing at SAS

Using AI too much has a risk of dehumanising any process in which it is being used. For Jonathan Moran, head of martech solutions marketing at SAS, the AI and analytics company, the firms most likely to succeed are those that that can provide a good customer experience by using AI to the most appropriate limit but keeping humans in the mix.

“Keeping humans in the loop is important not only for those using AI tools, but for those developing them.

“First, empathy must be built in at the foundation – the data input layer. That is, when you receive unstructured data from the customer, data ingestion capabilities must be able to apply sentiment and emotion-based AI and analytics to that data. That way, subsequent interactions and engagement can account for that emotion.

“AI, particularly generative AI, works best as a tool to empower creativity. It can suggest options that human minds may not have considered. The best way to collaborate with AI is to take those suggestions or inputs and add your own flair to them. AI is a powerful tool to augment human capabilities, but it doesn’t replace them.

“Humans need to be thoughtful with the development and deployment of AI within their organisations, or customer-related metrics will suffer. If employees let AI technologies go unmonitored, we know that negative outcomes can occur. A ‘human-in-the-loop’ approach is mandatory with AI.

“If brands use the technology properly, without allowing it to dehumanise processes, introduce or reinforce biases, or become disconnected from personal preferences, then it’s likely to benefit consumers.”

Completely solving an issue

Kelwin Fernandes, co-founder and CEO at NILG.AI

Kelwin Fernandes, co-founder and CEO at NILG.AI, the AI consulting firm, explains that ultimately consumers want to have issues resolved quickly and effectively. They hate being led in circles and the overuse of AI can cause this exact problem: “Users want their concerns to be solved promptly and for good. They don’t want customer service constantly circling the same issues without truly solving the problem.

“AI-enabled customer support tends to overfocus on finding the right sources of information via FAQs and pointing the user toward those sources instead of truly solving the issue. Although it’s a safer approach, it also increases frustration.”

AI actually creates a more satisfactory outcome

Despite the perks of the ‘human touch’ according to Bob Billbruk, CEO, Captjur, the strategic consulting and business aggregation firm, the best way of achieving a more efficient business outcome and satisfactory customer experience lies in AI. He says that removing human emotion can help reach a faster conclusion: “Customer services’ whole goal is a satisfactory resolution to an issue with the customer and client.“Some would argue that using AI actually increases positive customer service outcomes because you remove the human emotional element from the equation – AI only does what the big data analysis tells it to do which it is collecting daily from new customer service calls and chats and getting smarter about how to respond in the most effective way to resolve the issue the most satisfactory way. I think this leads to better and more efficient business outcomes.” How Important Is ‘The Human Touch’ in Customer Service as Firms Increasingly Use AI?
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