AI in the Telecom Customer Experience: Five Insights From Consumers
Since the beginning of the generative AI boom, every communications service provider (CSP) has spent time thinking about how AI will best support its goals. They’ve explored AI use cases intended to improve backend operations and reimagine how they connect with customers . But are customers as eager to interact with AI-enabled customer support as CSPs are to provide it? Our recent survey of 1,000 CSP customers across the globe gets to the heart of the matter, asking CSP customers about their sentiment around AI’s role in their experiences connecting with their CSP.
Related Post: AI in the Telecom Customer Experience: Five Insights From Consumers
Major Takeaways From the Survey
1. An overwhelming majority of CSP customers want to use some form of AI-enabled customer support, especially over chat.
When it comes to seeking support, 85% of consumers prefer AI over a live agent in at least one customer service channel.
So, which channels do consumers prefer AI for? Chatbots are particularly popular with customers, with more than half (54%) of respondents noting chat as their preferred AI-based method of communication. Other popular channels include mobile apps (36%), email (32%) and phone calls (30%).
Why it matters:
Appetite for AI-driven services is on the rise among consumers, marking a turning point from early skepticism. But CSPs need to get their channel play right to meet customers where they are.
2. But remember: Customers will leave a CSP that doesn’t get AI right.
Loyalty is more critical than ever, as it leads to increased customer lifetime value, higher profit margins and more stable revenue streams. However, more than three-quarters (76%) of respondents said a frustrating experience with their CSP’s AI-powered customer service would negatively impact their loyalty to their provider.
So, it’s crucial to get AI right. But what does “getting AI right” look like? Respondents said they preferred AI tools that solve their issues faster (65%), offer 24/7 support (64%) and enable seamless handovers to human agents (61%).
Why it matters:
Customers are open to AI, but only when it’s used effectively to meet their needs, and they are willing to switch to another brand when the experience misses the mark. As customer retention is central to business success in 2025, CSPs must create AI-driven experiences carefully and keep their customers’ unique needs front and center. Cutting corners = playing with fire.
