BSNL Using AI to Enhance Network & Improve Customer Experience: CMD

The state-owned BSNL (Bharat Sanchar Nigam Limited) will use artificial intelligence. to enhance its network and customer experience. The PSU is planning to use AI, particularly for these things: 1) Customer Experience—fixing glitches and bugs on the website and app. 2) Network Improvement—Managing the load during the peak times and optimizing the network accordingly. 3) Monitoring Data—Analyzing the user churn trend and trying to fix it. All this information has been revealed by the CMD of BSNL. Robert Ravi

While speaking on the 2nd day of AI Impact Summit 2026, Robert revealed the ambitious plan of the PSU regarding AI usage. Besides this, the telco is also trying to develop its own small language model.

Talking about it, Robert said, “…we also have a system where we are actively building small SLM models specifically for compliance, where we automatically detect and see where the network is bad, where the most prominent problem is occurring, and then try to remediate & fix it ASAP.”

The step seems more like a bet; if it succeeds, then it might boost the company’s revenue by 20%, but if fails, then it will be another disaster for the company besides their huge losses.