Singtel shares AI adoption update

The Singtel Group has been taking steps to integrate AI into day-to-day operations and equip employees with the tools to improve productivity. AI has been integrated into key workflows such as software development and customer operations as well as decision-making processes, the company said. 

William Woo, Singtel’s Group CIO and Group Chief Digital Officer said: “We see AI as a significant opportunity to empower our people and transform how work gets done across Singtel. As we scale its use, it is critical that our employees are equipped to use it confidently and responsibly, so we can translate these tools into meaningful improvements in productivity, innovation and customer experience.” 

Broad employee usage is supported by training, measurable gains and active leadership involvement. In collaboration with OpenAI, Singtel has deployed ChatGPT Enterprise to more than 3,000 employees in Singapore, for example. Singtel has seen over 80% monthly active usage – indicating sustained engagement rather than simple availability. 

Internal data shows usage levels over the past three months have also surpassed OpenAI benchmarks, driven by ongoing employee training and support. Employees report saving time on work-related tasks, increased creativity and brainstorming of new ideas – pointing to a broader shift in how work is done and the level of satisfaction it brings. 

Central to this outcome is equipping employees with the skills and confidence to apply AI effectively, supported by ongoing training and workforce transformation efforts. The group has invested S$20 M annually in employee training to build internal capabilities and support upskilling efforts. This investment is crucial as Singtel advances its AI strategy, scaling infrastructure and digital services through its regional data centre and IT services arms Nxera and NCS to tap into growth opportunities across the AI ecosystem. 

“As intelligence becomes more like a utility, organisations need to make AI useful in the day-to-day work of their people. Singtel is taking meaningful steps to do that using OpenAI’s technology, scaling adoption in a way that is practical and people-centred,” said Oliver Jay, MD of International at OpenAI. 

“What stands out is the investment not only in frontier AI capabilities, but in helping employees use them confidently and effectively across real workflows.” 

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