Operators’ customer-engagement-related AI activity: trends and analysis 2018–1H 2026
"Operators have not stopped investing in customer-facing AI; they have stopped announcing it one chatbot at a time."
Telecoms operators worldwide have announced more than 1100 AI-related activities since 2018, and around one in five of these target the customer domain, from support chatbots and agent copilots to personalised marketing. However, customer-related announcements have now passed their 2024 peak, as operators move from publicising individual deployments to embedding agentic and voice AI across the customer journey.
Information included in this report
- An analysis of 235 publicly announced customer-related AI projects worldwide (2018–1H 2026), drawn from Analysys Mason’s Telecoms operator AI/analytics activity tracker
- A breakdown of the customer use cases that operators are implementing
- Evidence of how fast GenAI and agentic AI are displacing chatbots and classical machine learning in the customer domain, and of where voice AI is emerging
- A view of which vendors, hyperscalers, model providers and specialist conversational and agentic AI suppliers are winning customer AI work
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