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The UK telecoms regulator, Ofcom, has today published the results of their initial assessment of AI’s impact on telecoms customers so far and how AI in the telecoms customer journey may evolve in future. Among other things this reveals that 53% of online UK adults use AI, with 8% using it to help manage their telecoms (broadband, mobile and phone) services.
The regulator’s existing telecoms rules allow for AI innovation while “protecting consumers“, but Ofcom said that such developments are “being monitored closely” and that’s where their latest report comes into play. This is also being supported by the results from the regulator’s latest Technology Tracker research.
Suffice to say that a lot of broadband and mobile providers are already harnessing AI to help with processing information, while an increasing number are adopting it for direct customer engagements via internet chatbots and even voice calls.