Blue sky thinking to become future brown trouser moments...
More wishful thinking geared to 'shareholder value' improvement... heard it all before in my 45 year career with BT and Openreach before becoming an early leaver statistic myself.
What she doesn't comprehend is that engineers (both office and field) are invaluable when trying to resolve physical wiring/cabling issues or identifying misrecorded plant network records and making good a customers' difficulties brought about by underskilled staff or contractors blindly following AI instructions on works orders...
How does AI respond to to an allegedly reserved spare circuit that actually carries an operational service? - it denies the working service exists and thereby creates a problem for the existing service user; An experienced technician questions the instructions and takes time to update the network records and obtain a corrected route.
Been there, seen it, done it, and no amount of management speak will alter the degree of circuit record errors already existing in the system. AI won't fix that, engineers will - with AI playing a minor role.