Update published 25 September 2026
This document sets out our initial assessment of AI’s impact on telecoms customers so far and how AI in the telecoms customer journey may evolve in future. It considers the opportunities and risks for customers, alongside the short- and longer-term regulatory issues that AI adoption raises.
Today, our current rules are giving firms sufficient certainty to invest and innovate responsibly with customer-facing AI. However, AI innovation is likely to pose new regulatory challenges in the near future, for example around transparency, accountability, and meaningful customer consent.
We will continue to engage with industry, consumer groups and others and monitor changing consumer attitudes and behaviour. Our door is open to firms deploying AI in the telecoms customer journey to help them understand how our rules apply to AI applications. We will also act quickly should evidence of harm emerge.