GenAI pushes telecoms to rethink customer experience playbook
Generative AI and autonomous software agents are starting to change how people deal with telecom operators, according to research firm Omdia. Instead of only serving human customers, operators now also have to support the AI “proxies” acting on their behalf.
Omdia says this shift will require a new customer experience framework. Telecoms will need systems that can recognize, authenticate and negotiate with AI agents as if they were customers, while still meeting human expectations for clarity, control and privacy. The report argues that operators who redesign processes, data flows and support channels for both humans and machine agents are more likely to keep customers and find new revenue in an AI-heavy market.
More from Technology
Broadband projects keep running late and over budget, largely because construction work is labor‑intensive, fragmented, and short on skilled workers.
Ericsson has completed a pre-standard 6G trial in the United States and entered into a collaboration with Qualcomm to push early development of the ne
Security firm Giesecke+Devrient (G+D) is shifting its eSIM provisioning workloads onto Amazon Web Services, turning what used to be a dedicated teleco
At MWC Barcelona 2026, Qualcomm is using live demonstrations to show how it wants 6G networks to handle more intelligence and higher efficiency from t
Kigen and Trasna are expanding their partnership to offer a joint managed eSIM service aimed at enterprises running large-scale IoT deployments. The s
Vodafone and Tiami Networks have tested a radar-style sensing system that lets existing 5G networks detect nearby hazards, pitching it as groundwork f