Ofcom invites views on AI experience for telco customers
January 27, 2026
Ofcom is inviting views on the impact of artificial intelligence (AI) on the experience of telecoms customers.
“As the communications regulator, we have a role to play in supporting responsible innovation and the adoption of new technologies, where they can benefit people and businesses. While the use of AI is not new for the telecoms sector, there has been a rapid increase in the use of these tools by both providers and customers,” explained Ofcom.
Ofcom’s work will focus on three specific areas:
- How tools are currently being deployed and used across the telecoms sector, for instance to handle customer conversations, and how customers, including businesses, are affected.
- The evolving nature of such technologies, and the opportunities and risks these tools present to the telecoms customer journey.
- How our rules can support responsible innovation and growth, while continuing to protect consumers.
Ofcom is inviting views from telcos, businesses, researchers, developers, consumer groups and the public. Comments and submissions, including requests for discussions, should be sent to the team by March 10th. Ofcom will then publish its analysis, along with further research in this area, in the second half of 2026.
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