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AI in Telecom Consumer Journeys

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About this event

What to expect

Artificial intelligence is fundamentally transforming how consumers interact with telecoms services, from comparing deals through ChatGPT to managing subscriptions via conversational AI. This invite-only workshop brings together industry leaders in London to examine the opportunities, risks, and regulatory implications of AI-driven consumer journeys in the telecoms sector.

Convened by UKAI in collaboration with Ofcom, the UK's communications regulator, this focused session addresses a critical inflection point: as consumers increasingly rely on AI agents to navigate service decisions, traditional customer journeys are rapidly evolving. While these shifts promise enhanced convenience and personalisation, they also raise pressing questions around transparency, accountability, and consumer protection.

What You'll Explore

Through structured presentations and roundtable discussions, participants will examine:

  • Current AI deployment patterns — how telecoms providers are already using AI to transform customer experience and service delivery
  • Emerging use cases — agentic AI systems, conversational interfaces, AI-driven service orchestration, and avatar-based interactions
  • Technology platforms — the role of tools like Synthesia and integrated AI platforms in reshaping customer touchpoints
  • Consumer risks — potential issues around algorithmic bias, vulnerability exploitation, cybersecurity threats, and digital exclusion
  • Regulatory frameworks — whether existing approaches support or constrain responsible AI adoption, and how regulation can enable innovation while protecting consumers
  • Strategic positioning — how telecoms can lead broader AI-enabled service transformation across industries

This workshop forms part of Ofcom's ongoing research into understanding AI's real-world impact on telecom and pay TV consumers. The session will look ahead five years, exploring not just where AI deployment stands today, but where it's headed and what guardrails are needed.

Who Should Attend

This workshop is designed for senior leaders in telecoms, regulatory policy, consumer protection, and AI strategy. The intimate format ensures high-quality discussion among decision-makers directly shaping how AI transforms consumer services. Participants will include representatives from major telecoms providers, regulators, technology vendors, and consumer advocacy organisations.

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