AI agents to reshape how telecoms interact with customers

Generative AI and agentic AI are fundamentally reshaping how telecommunications operators interact with their subscribers, according to a new report from Omdia titled The Future of Customer Experience in Telecoms.

The analysis suggests that the emergence of AI agents acting on behalf of human customers is creating a new market dynamic that requires operators to rethink their core strategies, as price and network quality alone no longer guarantee a competitive advantage.

This...