Artificial intelligence is no longer a distant idea. It is shaping how organisations operate, compete and serve people. Telkom has lived through major waves of industry change, and in a recent AI Impact Talk, Chief Digital and Innovation Officer Dr Noxolo Khubeka Dlamini explained why AI now sits at the centre of the company’s future.
For Telkom, AI is not just a customer facing tool. It sits deep within network operations, where stability and reliability matter most. Dr Khubeka Dlamini said the network must be predictable and always available, and AI helps achieve this through monitoring, optimisation and early detection of faults. Strong connectivity underpins almost every digital experience, so this work protects both customers and the business.
She also highlighted that Telkom does not simply connect individuals. It supports families, communities and workplaces, which means a single customer engages with the company from different parts of their life. To serve them responsibly, Telkom relies on digital identity systems and AI driven insight to understand behaviour and expectations across channels. The aim is to surface the right solution at the right moment, rather than overwhelm people with irrelevant information.
To support this approach, Telkom is building its own AI platform. This creates a controlled environment that brings partner solutions together while protecting customers from bias, misuse and security risks. The platform also powers the company’s new super app, which uses insight to offer more personalised recommendations.
Throughout the conversation, Dr Khubeka Dlamini stressed the importance of responsibility. AI must operate within proper governance to maintain trust and protect privacy. She made it clear that innovation and ethics cannot be separated.
Employees remain central to the company’s evolution. Many have witnessed Telkom shift from fixed line to mobile and now into AI enabled systems. To help staff adapt, the company invests in digital literacy and internal initiatives that build confidence with new tools. She believes AI enhances people, rather than replaces them.
Looking beyond Telkom, she spoke about the national picture. South Africa still has a wide digital divide. She recalled students in Soweto gathering outside a library at night just to connect to Wi Fi. For her, this shows why connectivity, innovation and responsible use of AI must work together to create more access, opportunity and inclusive growth.
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