Ofcom says no new AI rules for telecoms needed for now as one in 12 Britons use AI to manage bills

Ofcom has concluded it does not need new AI-specific rules for telecoms companies for now, saying its existing consumer protections already allow AI innovation while protecting customers. The watchdog’s decision follows its first formal review of how artificial intelligence is shaping the telecoms customer journey.

The regulator said there was only “limited evidence” that AI applications had been a “systemic cause of harm to telecoms customers”, and that its current rules were doing enough. It warned, however, that it would review evidence of harm promptly and “act quickly should we have concerns about this”.

Alongside the decision, Ofcom published research showing that just over half (53%) of adult UK internet users had interacted with a generative AI tool or an AI customer-service chatbot in the past year. One in 12 — 8% of online adults — said they used AI in relation to their telecoms services, with 6% using it to resolve an issue, 3% to compare prices or products and 2% to make a complaint.

Ofcom also set expectations for providers: customers must be told clearly when they are interacting with a generative AI application, with AI-augmented chatbots describing themselves as AI-powered. It would be concerned if AI systems acted as “gatekeepers” blocking access to the support channels providers must offer.

“AI has the potential to make the consumer journey in the telecoms market easier, quicker and more personalised,” said Ofcom policy director Cristina Luna-Esteban, adding the regulator was working with firms to keep human support available when people need it.

Sources: Ofcom press release, ISPreview