While the use of artificial intelligence (AI) is not new to the communications sector, both telecoms providers and their customers have increasingly adopted AI tools in recent years for a range of applications, taking advantage of rapid innovation in the underlying technologies. For example, people have started to adopt AI applications to search the market for the best broadband and mobile deals for their needs.
This document explains why we are looking at the adoption of AI in telecoms markets and its potential impact on residential and business customers. We would like to hear from a wide range of stakeholders on the consumer impact of AI (including telecoms providers, third-party application developers, consumer organisations, researchers and others) and we invite their comments.
We welcome engagement, including discussions and written comments and submissions via email to aiintelecoms@ofcom.org.uk by 10 March 2026.