AI in Telecoms Consumer Journeys: Opportunities, Risks and Regulation
This focused workshop, convened by UKAI in collaboration with Ofcom, will bring together a small group of industry leaders to explore how artificial intelligence is reshaping consumer behaviour and service delivery across the telecoms sector.
As consumers increasingly turn to tools such as ChatGPT to compare deals, manage services and navigate decisions, traditional customer journeys are rapidly evolving. These shifts can deliver significant benefits, while raising important questions around transparency, accountability, and how regulation can support responsible innovation.
This session forms part of Ofcom’s ongoing work to understand the real-world impact of AI on telecom and pay TV consumers. The discussion will examine how AI is currently being deployed, where it is heading over the next five years, and how regulation can both protect consumers and enable responsible innovation.
What the workshop will cover
Through a combination of short presentations and roundtable discussion, participants will explore:
• How AI is transforming telecom consumer journeys and decision-making
• Emerging use cases, including agentic AI, conversational systems, and AI-driven service orchestration
• The role of technologies such as avatars and integrated platforms (e.g. Synthesia) in shaping customer experience
• Potential risks around bias, vulnerability, cybersecurity, and digital exclusion
• Whether current regulatory approaches support or constrain responsible AI adoption
• How telecoms can act as a leading sector for wider AI-enabled service transformation
Please note: This is a strictly invite-only workshop. While expressions of interest may be submitted, all registrations are subject to review, and attendance will be confirmed at UKAI’s discretion to ensure a balanced and high-value discussion among participants."
