Operators’ customer engagement-related AI activity: trends and analysis 2018–2024
20 June 2025 | Research and Insights
Tracker report | PPTX and PDF (6 slides) | Customer Engagement| AI and Data Platforms
"Customer support is emerging as the primary use case for AI in customer engagement."
Telecoms operators are increasingly using AI to transform how they engage with, and serve, their customers. This report highlights this pivotal trend and reveals that one in four of operators' AI-related announcements are now directly focused on enhancing customer-facing domains.
This report provides:
- an analysis of recent telecoms operators’ customer-related AI/analytics activities
- insights into the customer-related AI use cases that telecoms operators are implementing
- an overview of operators' customer-related AI announcements by partner type
- details of telecoms operators’ choice of technology when implementing customer-related AI use cases.
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Trackers and datasets
Analysys Mason tracks and analyses changing telecoms metrics.
Author
Dennisa Nichiforov
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