Ofcom finds AI gaining ground in telecoms

UK regulator Ofcom found 8% of online adults now use AI to manage their phone, broadband or pay-TV services, based on research from 6 March to 30 June 2026. 53% of UK adult internet users had interacted with a genAI tool or AI customer service chatbot in the past 12 months.

• 8% of UK online adults use AI for telecoms services
• 53% interacted with genAI or chatbots in the past year
• 6% used AI to resolve an issue, 3% to compare prices
• Ofcom: providers take a cautious approach and limit AI functions