[{"data":1,"prerenderedAt":680},["ShallowReactive",2],{"uc-device-and-connectivity-troubleshooting-agent":3,"uc-regulations":475},{"useCase":4,"evidence":198,"blitsAiDeployments":343,"benchmarks":344,"indicative":362,"related":365,"indexability":473,"includeUnpublished":205},{"title":5,"shortTitle":6,"seoTitle":7,"metaDescription":8,"status":9,"definition":10,"aliases":11,"industries":17,"functions":19,"patterns":22,"channels":28,"audience":33,"autonomy":34,"adoptionStage":35,"segment":36,"problem":37,"problemStats":38,"howItWorks":39,"valueDrivers":40,"kpis":45,"indicativeValue":52,"macroEstimates":86,"feasibility":87,"implementation":101,"risk":144,"blitsAi":173,"faq":175,"related":185,"datePublished":192,"dateModified":192,"lastVerified":193,"changelog":194,"slug":197},"AI agent for device and connectivity troubleshooting on voice and chat","Device and connectivity troubleshooting","AI agent for broadband and router troubleshooting","AI agents fix broadband and device faults by chat or voice. Singtel reports 73% of mobile and home troubleshooting cases resolved without a Customer Care officer.","published","An AI agent that diagnoses and fixes a customer's broadband, mobile, TV or device problem by conversation on the phone or in chat, running line tests and remote resets through the operator's systems, guiding the customer step by step, and booking an engineer or handing over to a technician when the fault needs a person.",[12,13,14,15,16],"AI technical support agent","broadband fault voice agent","router troubleshooting bot","virtual technician","tech support chatbot",[18],"telecommunications",[20,21],"customer-service","field-service",[23,24,25,26,27],"conversational-agent","voice-agent","agentic-workflow","rag-knowledge-assistant","computer-vision",[29,30,31,32],"voice","web-chat","mobile-app","whatsapp","customer-facing","supervised-agent","early-adopters","front-office","\"My internet is not working\" is one of the reasons customers contact a telecom operator. Many\nfaults are resolved by the same few steps: check for an outage, run a line test, restart the\nrouter, check the cabling, change a setting on the phone. Yet each call ties up a trained agent,\nand a fault that could have been fixed remotely can still end in an engineer visit.\n\nThis use case adds an agent that can call the same diagnostics itself, read what the\ncustomer describes or photographs, and adapt the steps as it goes.",[],"1. **Identify the customer and the service.** The agent authenticates the caller and finds the\n   affected line, device or package.\n2. **Rule out the network first.** It checks for known outages or maintenance in the area and,\n   if there is one, explains it and gives an estimated fix time instead of troubleshooting.\n3. **Run diagnostics.** Through approved tools it runs a line test, reads the router or modem\n   status and recent faults, and can trigger a remote reset or reprovisioning.\n4. **Guide the customer.** It walks the customer through the remaining steps in plain language,\n   on voice or chat, and can interpret a photo of a device's lights or error screen.\n5. **Escalate with the evidence.** If the fault persists it books an engineer or passes the case\n   to a human technician with the diagnostics already run, so nobody repeats the tests.",[41,42,43,44],"cost-to-serve","customer-experience","speed","employee-productivity",[46,47,48,49,50,51],"containment-rate","first-contact-resolution","interactions-handled","time-saved-per-task","handling-time-reduction","customer-satisfaction",{"referenceOrg":53,"inputs":54,"formula":81,"currency":82,"period":83,"resultLabel":84,"caveat":85},"An operator with 2 million broadband and mobile customers",[55,60,67,74],{"key":56,"label":57,"low":58,"high":58,"unit":56,"note":59},"customers","Broadband and mobile customers",2000000,"The reference operator.",{"key":61,"label":62,"low":63,"high":64,"unit":65,"note":66},"faultContactRate","Technical fault contacts per customer per year",0.4,0.8,"contacts per customer per year","Editorial assumption, replace with the technical share of your contact reason report.",{"key":68,"label":69,"low":70,"high":71,"unit":72,"note":73},"resolvedShare","Share of fault contacts the agent resolves without a human",0.25,0.5,"fraction of fault contacts","Editorial assumption: set below the Singtel benchmark on this page (73% of mobile and home troubleshooting cases resolved without a Customer Care officer in its initial results) because voice calls and complex home network faults are expected to resolve less often; replace with your own pilot data.",{"key":75,"label":76,"low":77,"high":78,"unit":79,"note":80},"costPerContact","Cost of a human handled technical contact",6,10,"USD per contact","Editorial assumption for a technical support contact, which usually takes longer than a general one. Replace with your own fully loaded cost.","customers * faultContactRate * resolvedShare * costPerContact","USD","per year","Human handled technical contact cost avoided","Gross avoided contact cost only. It leaves out the larger saving from engineer visits that are avoided or better prepared, the cost of the AI and the diagnostic integrations, and any repeat contacts from faults the agent closed too early.",[],{"complexity":88,"complexityNote":89,"dataPrerequisites":90,"integrations":95},"medium","Knowledge based troubleshooting is simple. The value comes from connecting diagnostics (line tests, device management, outage status) and engineer booking, which live in network and field systems that were not built for real time use by a conversation.",[91,92,93,94],"Troubleshooting guides per device and technology with an owner and review date","Outage and planned maintenance status by area, available by API","Fault contact reasons with their eventual root cause, for testing","A list of fault types that must always go to a technician",[96,97,98,99,100],"Network diagnostics and line test tools","Device management for routers and set top boxes (status, reboot, reprovision)","Outage and maintenance status service","Field service scheduling for engineer appointments","Contact centre platform for handover with diagnostic results",{"steps":102,"guardrails":118,"humanInTheLoop":124,"kpisToInstrument":125,"failureModes":131},[103,106,109,112,115],{"title":104,"detail":105},"Start with the faults that have a known fix","Take the top fault reasons by volume and pick those with a reliable remote fix, such as router restarts, settings on the phone and account provisioning errors. Leave intermittent and physical faults to people at first.",{"title":107,"detail":108},"Connect diagnostics before you tune the conversation","An agent that can run a line test and read router status can resolve faults that questions alone cannot. Build the diagnostic tools and their error handling first.",{"title":110,"detail":111},"Always check for an outage first","Make the outage check the first tool call on every fault conversation, so the agent never walks a customer through resets during a network incident.",{"title":113,"detail":114},"Define the escalation evidence","Agree with field operations what a technician or engineer needs from the agent (tests run, results, customer availability) and pass it in every escalation.",{"title":116,"detail":117},"Pilot on selected calls and listen","Route a small share of routine fault calls to the agent, monitor calls, measure repeat faults within 14 days and expand only when they hold.",[119,120,121,122,123],"Outage check before any troubleshooting step","Only allow listed remote actions, each with a confirmation to the customer","Handover to a person on request at any time, on voice and chat","Detection of vulnerable customers and telecare or medical alarm users, who go straight to a person","Personal data masked before text reaches a model or the logs","Technicians and engineers own every fault the agent cannot fix and every physical repair. Supervisors monitor live calls during the pilot, review a weekly sample of resolved cases against repeat faults, and approve every new remote action before the agent can use it.",[126,127,128,129,130],"Resolution rate per fault type, counting a repeat fault contact within 14 days as unresolved","Engineer visits booked per 1,000 fault contacts, and visits that found no fault","Average handling time of escalated cases, compared with cases without the agent","Customer satisfaction on resolved and escalated conversations","Share of fault conversations that started during a known outage",[132,135,138,141],{"title":133,"detail":134},"Troubleshooting during an outage","Customers are asked to reset routers while the network is down. Make the outage check mandatory and visible.",{"title":136,"detail":137},"False resolution","The customer says it works now, the fault returns the next day. Measure repeat faults, not the end of the conversation.",{"title":139,"detail":140},"Endless loops","The agent repeats the same steps with a frustrated caller. Limit attempts and escalate with the evidence.",{"title":142,"detail":143},"Missing the vulnerable customer","A customer relying on a telecare alarm is left in automation. Detect these signals and hand over at once.",{"euAiAct":145,"regulations":148,"guidance":154,"controls":166,"incidents":172},{"tier":146,"basis":147},"limited","A customer facing troubleshooting agent must tell people they are interacting with AI unless that is obvious (Article 50). It is not high risk as long as it is not used as a safety component in the management and operation of critical digital infrastructure (Annex III, point 2); running line tests and resets for one customer's service does not make it one.",[149,150,151,152,153],"eu-ai-act","gdpr","uk-gdpr","telecom-consumer-rules","eecc",[155,161],{"title":156,"issuer":157,"region":158,"url":159,"note":160},"Article 50, transparency obligations for providers and deployers of certain AI systems","European Union","europe","https://eur-lex.europa.eu/eli/reg/2024/1689/oj","People must be informed that they are interacting with an AI system unless this is obvious from the context.",{"title":162,"issuer":163,"region":158,"url":164,"note":165},"Ofcom fines Virgin Media £23.8 million for putting vulnerable customers at risk of harm","Ofcom","https://www.ofcom.org.uk/phones-and-broadband/vulnerable-customers/ofcom-fines-virgin-media-23.8-million-for-putting-vulnerable-customers-at-risk-of-harm","Ofcom fined Virgin Media for failing to identify and protect telecare customers during its move to digital landlines, under General Condition C5.2 on the fair treatment of vulnerable consumers. The same duty applies when an automated agent handles their faults.",[167,168,169,170,171],"AI disclosure at the start of every call and chat","Documented list of remote actions with owners, tests and rollback","Call recording and transcript retention in line with local rules","Regression tests on real fault scenarios for every change to prompts, tools or model","Monitoring of repeat faults and complaints that mention the agent",[],{"howToBuild":174},"On Blits.ai this is an **AI agent** with **custom functions** for the outage check, line test,\nrouter status and remote reset, and for booking engineer appointments, grounded in a\n**knowledge base** of troubleshooting guides with hybrid retrieval. A **flow** enforces the\norder of steps (outage check first, confirmation before a remote action), and customers can\nupload a photo of the device in chat.\n\nThe agent runs on **voice** with streaming speech recognition and synthesis, DTMF and call\ntransfer, on **web chat** and **WhatsApp**, and in the mobile app through the API channels. **Human handover** passes the\ndiagnostics and summary to a technician, supervisors can monitor and take over live calls,\n**guardrails** and **PII masking** protect the conversation, **test suites** replay real fault\nscenarios on every change, and **monitors** check key journeys on a schedule. The platform is\nmodel agnostic with EU and UAE data residency.",[176,179,182],{"question":177,"answer":178},"What share of technical support contacts can an AI agent resolve?","Few operators publish results, and published voice results are scarce. Singtel, which launched its agentic assistant across chat and voice, reports that 73% of mobile and home troubleshooting cases were resolved without a Customer Care officer, without saying which channel produced that figure. Genesys reports that first contact success on Vodafone Germany's messaging channels rose from 16% at launch to 44%, for a TOBi chatbot built on IBM Watson before generative AI. Virgin Media O2 began with selected routine broadband fault calls in September 2026 and has not published results yet.",{"question":180,"answer":181},"Should an AI agent troubleshoot on the phone or only in chat?","Both work. Chat lets customers read instructions and send photos, such as the flashing router light that Vodafone Germany's TOBi recognises, while voice reaches customers whose home internet is down. Singtel launched its agent across chat and voice, and Vodafone runs TOBi on digital channels and telephony. Vodafone Germany's published figure covers messaging only, and Virgin Media O2 started with a narrow set of voice calls that its teams monitor.",{"question":183,"answer":184},"How does this relate to outage communication?","They share the outage check. The troubleshooting agent must know about an outage before it starts, and the outage communication agent tells affected customers before they call.",[186,187,188,189,190,191],"network-outage-communication-agent","field-technician-copilot-and-dispatch","bill-explanation-and-billing-dispute-agent","order-to-activation-and-esim-onboarding-assistant","first-line-contact-centre-agent","predictive-network-maintenance","2026-09-27","2026-09-26",[195],{"date":192,"note":196},"First published","device-and-connectivity-troubleshooting-agent",[199,251,272,313],{"title":200,"useCases":201,"organization":203,"vendors":208,"summary":212,"stage":213,"year":214,"channels":215,"languages":216,"metrics":218,"outcomeDisclosed":238,"sources":239,"verification":246,"grade":248,"id":249,"organizationSlug":250},"Singtel: agentic AI assistant Shirley for care, roaming and sales",[197,189,202],"plan-upgrade-and-sales-assistant",{"name":204,"anonymized":205,"country":206,"region":207,"industry":18},"Singtel",false,"SG","asia-pacific",[209],{"name":210,"role":211},"Sierra","platform","In a partnership announced on 4 March 2026, Singtel upgraded the customer care assistant Shirley of Singtel Singapore with Sierra's agentic AI, starting with a pilot that went live in under ten weeks. Shirley verifies customer details, resolves mobile and home troubleshooting, completes roaming sign ups and understands local expressions including Singlish; customers purchased more than 200 roaming add ons independently. In its first six weeks it handled over 70,000 cases. Singtel Singapore also says it will deploy voice AI agents for outbound sales calls within defined compliance and governance standards.","production",2026,[30,29],[217],"en",[219,227,232],{"kpi":46,"value":220,"unit":221,"qualifier":222,"period":223,"claimant":224,"quote":225,"sourceUrl":226},73,"percent","exact","mobile and home troubleshooting cases, initial results after launch","organization","73% of mobile and home troubleshooting cases were resolved without requiring a Customer Care officer.","https://sierra.ai/customers/singtel",{"kpi":228,"value":229,"unit":221,"qualifier":222,"period":230,"claimant":224,"quote":231,"sourceUrl":226},"automation-rate",76,"roaming sign up requests, initial results after launch","76% of roaming sign-up requests were completed successfully without requiring a Customer Care officer.",{"kpi":48,"value":233,"unit":234,"qualifier":235,"period":236,"claimant":224,"quote":237,"sourceUrl":226},70000,"count","at-least","first six weeks after launch","Singtel went live in less than 10 weeks, and in the first six weeks since launch, ”Shirley” handled over 70,000 customer cases involving high volume requests in areas such as mobile issues and roaming services.",true,[240,242],{"url":226,"title":241,"publisher":210},"Singtel Group partners with Sierra to transform customer engagement with AI",{"url":243,"title":244,"publisher":204,"date":245},"https://www.singtel.com/about-us/media-centre/news-releases/singtel-group-partners-sierra-to-transform-custome-engagement-with-ai","Singtel Group partners Sierra to transform customer engagement with AI","2026-03-04",{"level":247,"checkedAt":193},"source-verified","B","singtel-shirley-agentic-ai-agent",null,{"title":252,"useCases":253,"organization":254,"vendors":257,"summary":259,"stage":260,"year":214,"channels":261,"languages":262,"metrics":263,"outcomeDisclosed":205,"sources":264,"verification":269,"grade":248,"id":270,"organizationSlug":271},"Virgin Media O2: AI voice agent for broadband fault calls",[197],{"name":255,"anonymized":205,"country":256,"region":158,"industry":18},"Virgin Media O2","GB",[258],{"name":210,"role":211},"In September 2026 Virgin Media O2 began a gradual rollout of an AI voice agent, built with Sierra, that handles selected routine broadband fault calls, which Virgin Media O2 says are a small proportion of total call volumes. Human advisors stay available to every caller, calls are monitored by Virgin Media O2 teams, and customer feedback is used to judge performance before the agent is extended. The launch sits alongside a specialist team of more than 500 agents for complex and sensitive cases and the Lumi AI advisor tool. No results have been published yet.","pilot",[29],[217],[],[265],{"url":266,"title":267,"publisher":255,"date":268},"https://news.virginmediao2.co.uk/virgin-media-o2-launches-customer-service-ai-voice-agent-on-selected-calls-to-make-support-faster-and-easier-than-ever-before/","Virgin Media O2 launches customer service AI voice agent on selected calls to make support faster and easier than ever before","2026-09-24",{"level":247,"checkedAt":193},"virgin-media-o2-broadband-fault-voice-agent","virgin-media-o2",{"title":273,"useCases":274,"organization":275,"vendors":277,"summary":280,"stage":281,"year":282,"channels":283,"languages":285,"metrics":287,"outcomeDisclosed":238,"sources":304,"verification":309,"grade":310,"id":311,"organizationSlug":312},"Vodafone: TOBi virtual assistant across markets",[190,197,202],{"name":276,"anonymized":205,"country":256,"region":158,"industry":18},"Vodafone",[278],{"name":279,"role":211},"Microsoft","TOBi is Vodafone's digital assistant on the website, the My Vodafone app, messaging and telephony, first launched in Italy and extended to 15 language versions. It handles billing questions, contract updates and simple technical troubleshooting, hands over to a live agent with a summary, and during the pandemic made the same sales offers as human agents, such as data boosts and upgrades. Microsoft reports that TOBi now fully resolves 70% of inquiries arriving through digital channels; an earlier Microsoft story quotes Vodafone on a 12% year on year fall in contacts to call centres after launch.","scaled",2024,[30,31,284,29],"social-messaging",[217,286],"it",[288,294,298],{"kpi":46,"value":289,"unit":221,"qualifier":222,"period":290,"claimant":291,"quote":292,"sourceUrl":293},70,"inquiries arriving through digital channels","vendor","Currently, TOBi handles nearly 45 million customer calls a month, fully resolving 70% of customer inquiries coming through the company’s digital channels.","https://customers.microsoft.com/en-gb/story/1770174778560829849-vodafone-group-azure-telecommunications-en-united-kingdom",{"kpi":48,"value":295,"unit":234,"qualifier":296,"period":297,"claimant":291,"quote":292,"sourceUrl":293},45000000,"approximately","per month",{"kpi":299,"value":300,"unit":221,"qualifier":222,"period":301,"claimant":224,"quote":302,"sourceUrl":303},"contact-deflection",12,"frequency of customer contacts to call centres, year over year after the TOBi launch","Since launching TOBi, we’ve reduced the frequency of customer contacts to call centers by 12 percent year-over-year","https://www.microsoft.com/en/customers/story/838350-vodafone-telecom-azure-cognitive-services",[305,307],{"url":293,"title":306,"publisher":279},"Vodafone amplifies call center innovation, customer service, and employee inclusion with Azure AI",{"url":303,"title":308,"publisher":279},"Vodafone transforms its customer care strategy with digital assistant built on Azure Cognitive Services",{"level":247,"checkedAt":193},"C","vodafone-tobi-virtual-assistant","vodafone",{"title":314,"useCases":315,"organization":316,"vendors":319,"summary":325,"stage":281,"year":326,"channels":327,"languages":329,"metrics":331,"outcomeDisclosed":238,"sources":338,"verification":341,"grade":310,"id":342,"organizationSlug":250},"Vodafone Germany: TOBi on WhatsApp, Apple Business Chat and SMS",[190,197],{"name":317,"anonymized":205,"country":318,"region":158,"industry":18},"Vodafone Germany","DE",[320,322],{"name":321,"role":211},"Genesys",{"name":323,"role":324},"IBM","model-provider","Vodafone Germany moved its messaging channels into one central team and put the TOBi chatbot in front of every WhatsApp, Apple Business Chat and SMS conversation, with a handover to a human agent on the same screen. TOBi understands more than 230 intents and can classify the photos and screenshots customers send, such as a bill or a router with a flashing red light. Genesys reports that the share of inquiries resolved by AI (which it calls first contact success) rose from 16% at launch to 44%.",2020,[32,284,328],"sms",[330],"de",[332],{"kpi":46,"value":333,"unit":221,"qualifier":222,"period":334,"baseline":335,"claimant":291,"quote":336,"sourceUrl":337},44,"share of messaging inquiries resolved by TOBi without a human","16% at launch","44% of inquiries now resolved by AI, up from 16%.","https://www.genesys.com/customer-stories/vodafone",[339],{"url":337,"title":340,"publisher":321},"Vodafone Germany unifies AI-based digital messaging to amplify the customer experience",{"level":247,"checkedAt":192},"vodafone-germany-tobi-messaging",0,[345,355],{"kpi":46,"label":346,"unit":221,"aggregate":238,"higherIsBetter":238,"n":347,"nUpTo":343,"median":289,"min":333,"max":220,"byClaimant":348,"vendorOnly":205,"points":351},"Containment rate",3,{"organization":349,"vendor":350,"regulator":343,"independent":343},1,2,[352,353,354],{"evidenceId":249,"organization":204,"value":220,"qualifier":222,"claimant":224,"grade":248,"pooled":238},{"evidenceId":311,"organization":276,"value":289,"qualifier":222,"claimant":291,"grade":310,"pooled":238},{"evidenceId":342,"organization":317,"value":333,"qualifier":222,"claimant":291,"grade":310,"pooled":238},{"kpi":48,"label":356,"unit":234,"aggregate":205,"higherIsBetter":238,"n":350,"nUpTo":343,"median":357,"min":233,"max":295,"byClaimant":358,"vendorOnly":205,"points":359},"Interactions handled",22535000,{"organization":349,"vendor":349,"regulator":343,"independent":343},[360,361],{"evidenceId":311,"organization":276,"value":295,"qualifier":296,"claimant":291,"grade":310,"pooled":238},{"evidenceId":249,"organization":204,"value":233,"qualifier":235,"claimant":224,"grade":248,"pooled":238},{"low":363,"high":364},1200000,8000000,[366,380,395,412,426,460],{"slug":186,"title":367,"shortTitle":368,"definition":369,"status":9,"industries":370,"functions":371,"patterns":373,"audience":33,"autonomy":34,"adoptionStage":377,"segment":36,"evidenceCount":350,"publicEvidenceCount":349,"organizations":378,"bestGrade":248,"headline":250,"lastVerified":192,"indexable":238},"AI agent for network outage detection and customer communication","Outage communication","An AI agent that turns network alarms into a clear picture of which customers are affected by an outage and why, tells them proactively by message, app or phone with a cause and an estimated fix time, answers their questions during the incident, and updates them until service is restored.",[18],[20,372,21],"network-operations",[374,375,376,23,24],"anomaly-detection","classification-and-routing","content-generation","emerging",[379],"Comcast",{"slug":187,"title":381,"shortTitle":382,"definition":383,"status":9,"industries":384,"functions":385,"patterns":387,"audience":389,"autonomy":390,"adoptionStage":377,"segment":391,"evidenceCount":350,"publicEvidenceCount":350,"organizations":392,"bestGrade":248,"headline":250,"lastVerified":192,"indexable":238},"AI copilot for field technicians and dispatch optimization","Field technician copilot and dispatch","AI that decides whether a fault needs a site visit at all, predicts what work and parts a job will need, helps plan and update appointments, and gives technicians on site guided diagnosis and instant answers from manuals and past jobs, so more jobs are fixed on the first visit.",[18],[21,386,20],"operations",[388,26,23,375],"prediction-and-scoring","employee-facing","copilot","network",[393,394],"nbn","Openreach",{"slug":188,"title":396,"shortTitle":397,"definition":398,"status":9,"industries":399,"functions":400,"patterns":402,"audience":33,"autonomy":34,"adoptionStage":35,"segment":36,"evidenceCount":403,"publicEvidenceCount":403,"organizations":404,"bestGrade":248,"headline":408,"lastVerified":192,"indexable":238},"AI agent for telecom bill explanation and billing disputes","Bill explanation and disputes","An AI agent that explains a customer's telecom bill line by line, in plain language and on any channel, answers why a charge changed or appeared, corrects clear errors within set limits and opens a billing dispute with the evidence attached when a human has to decide.",[18],[20,401],"case-management",[23,26,25,24],4,[405,406,407,276],"BT Group","Mobily","Verizon",{"kpi":47,"label":409,"unit":221,"n":349,"nUpTo":343,"kind":410,"value":411,"qualifier":222,"claimant":224,"organization":276,"vendorReported":205},"First contact resolution","reported",60,{"slug":189,"title":413,"shortTitle":414,"definition":415,"status":9,"industries":416,"functions":417,"patterns":420,"audience":33,"autonomy":34,"adoptionStage":377,"segment":36,"evidenceCount":347,"publicEvidenceCount":347,"organizations":422,"bestGrade":248,"headline":424,"lastVerified":193,"indexable":238},"AI assistant for telecom order to activation and eSIM onboarding","Order to activation and eSIM onboarding","An AI assistant that takes a new or existing customer from order to a working service: it collects and checks the order details, guides number porting, eSIM download or SIM activation and installation appointments, tracks the order and fixes or escalates the step that is stuck, on messaging, app, web or phone.",[18],[418,419,20,386],"sales","onboarding-and-kyc",[23,25,375,421],"document-processing",[423,204,407],"Reliance Jio",{"kpi":228,"label":425,"unit":221,"n":349,"nUpTo":343,"kind":410,"value":229,"qualifier":222,"claimant":224,"organization":204,"vendorReported":205},"Automation rate",{"slug":190,"title":427,"shortTitle":428,"definition":429,"status":9,"industries":430,"functions":437,"patterns":438,"audience":33,"autonomy":34,"adoptionStage":439,"segment":36,"evidenceCount":440,"publicEvidenceCount":441,"organizations":442,"bestGrade":248,"headline":456,"lastVerified":192,"indexable":238},"AI agent for first line contact centre service","First line contact centre","An AI agent that answers the first line of inbound customer contact on phone, chat and messaging, resolves general and routine questions end to end in the customer's own language, and routes everything complex, sensitive or regulated to the right human team with the context attached.",[431,432,433,18,434,435,436],"cross-industry","banking","payments","travel-and-hospitality","retail-and-ecommerce","wealth-and-asset-management",[20],[23,24,26,375],"mainstream",25,18,[443,444,445,446,405,447,448,449,450,451,406,452,453,454,455,317,276],"Air India","Airbnb","Bank of America","Bank of the Philippine Islands","Commonwealth Bank of Australia","Ingka Group","JetBlue","Klarna","Lufthansa Group","NatWest Group","Pegasus Airlines","Telkomsel","Together Credit Union",{"kpi":46,"label":346,"unit":221,"n":457,"nUpTo":343,"kind":458,"value":459,"qualifier":222,"claimant":250,"organization":250,"vendorReported":205},7,"median",47,{"slug":191,"title":461,"shortTitle":462,"definition":463,"status":9,"industries":464,"functions":465,"patterns":466,"audience":467,"autonomy":34,"adoptionStage":35,"segment":391,"evidenceCount":77,"publicEvidenceCount":77,"organizations":468,"bestGrade":248,"headline":250,"lastVerified":192,"indexable":238},"AI for predictive network maintenance in telecom","Predictive network maintenance","Machine learning that spots the early signs of network failure, such as degrading cells, faulty customer equipment, ageing hardware or planned digging near fibre, and triggers a preventive fix, a remote reset or a targeted intervention before customers lose service.",[18],[372,21,386],[374,388,25],"back-office",[469,470,471,472,407,276],"KDDI","Orange","Telefónica España","Telstra",{"indexable":238,"reasons":474},[],[476,480,485,493,501,507,513,519,526,532,539,545,552,559,565,570,577,582,588,593,598,604,609,614,619,626,633,638,643,651,657,663,669,674],{"id":149,"label":477,"issuer":157,"region":158,"url":159,"description":478,"useCases":479,"indexable":238},"EU AI Act","Regulation (EU) 2024/1689: risk based rules for AI systems, with obligations for high risk systems listed in Annex III and transparency duties under Article 50.",197,{"id":150,"label":481,"issuer":157,"region":158,"url":482,"description":483,"useCases":484,"indexable":238},"GDPR","https://eur-lex.europa.eu/eli/reg/2016/679/oj","General Data Protection Regulation, including Article 22 on decisions based solely on automated processing.",180,{"id":486,"label":487,"issuer":488,"region":489,"url":490,"description":491,"useCases":492,"indexable":238},"iso-42001","ISO/IEC 42001","ISO and IEC","global","https://www.iso.org/standard/81230.html","The international management system standard for AI.",110,{"id":494,"label":495,"issuer":496,"region":497,"url":498,"description":499,"useCases":500,"indexable":238},"nist-ai-rmf","NIST AI Risk Management Framework","NIST","north-america","https://www.nist.gov/itl/ai-risk-management-framework","Voluntary US framework to map, measure, manage and govern AI risk, with a generative AI profile.",83,{"id":502,"label":503,"issuer":157,"region":158,"url":504,"description":505,"useCases":506,"indexable":238},"dora","DORA","https://eur-lex.europa.eu/eli/reg/2022/2554/oj","Digital Operational Resilience Act for financial entities: ICT risk, incident reporting and third party risk, including AI providers.",66,{"id":151,"label":508,"issuer":509,"region":158,"url":510,"description":511,"useCases":512,"indexable":238},"UK GDPR","Information Commissioner's Office","https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/","The UK's version of the GDPR, including rules on solely automated decisions.",64,{"id":514,"label":515,"issuer":516,"region":158,"url":517,"description":518,"useCases":459,"indexable":238},"uk-consumer-duty","FCA Consumer Duty","Financial Conduct Authority","https://www.fca.org.uk/firms/consumer-duty","UK rules that require firms to deliver good outcomes for retail customers, including through automated channels.",{"id":520,"label":521,"issuer":522,"region":207,"url":523,"description":524,"useCases":525,"indexable":238},"mas-ai-risk-management","MAS AI risk management guidelines","Monetary Authority of Singapore","https://www.mas.gov.sg/news/media-releases/2025/mas-guidelines-for-artificial-intelligence-risk-management","Singapore's supervisory expectations for AI risk management at financial institutions, building on the FEAT principles.",36,{"id":527,"label":528,"issuer":529,"region":207,"url":530,"description":531,"useCases":440,"indexable":238},"apra-cps-230","APRA CPS 230","Australian Prudential Regulation Authority","https://www.apra.gov.au/operational-risk-management","Australian operational risk standard covering critical operations and material service providers.",{"id":533,"label":534,"issuer":535,"region":489,"url":536,"description":537,"useCases":538,"indexable":238},"pci-dss","PCI DSS","PCI Security Standards Council","https://www.pcisecuritystandards.org/","Security standard for any system that stores, processes or transmits cardholder data.",20,{"id":540,"label":541,"issuer":542,"region":497,"url":543,"description":544,"useCases":538,"indexable":238},"us-sr-11-7","SR 11-7 model risk management","Federal Reserve and OCC","https://www.federalreserve.gov/boarddocs/srletters/2011/sr1107.htm","US supervisory guidance on model risk management, applied by banks to AI and machine learning models.",{"id":546,"label":547,"issuer":548,"region":158,"url":549,"description":550,"useCases":551,"indexable":238},"uk-atrs","UK Algorithmic Transparency Recording Standard","UK Government","https://www.gov.uk/government/collections/algorithmic-transparency-recording-standard-hub","Mandatory transparency records for algorithmic tools used by UK central government.",16,{"id":553,"label":554,"issuer":555,"region":489,"url":556,"description":557,"useCases":558,"indexable":238},"fatf-recommendations","FATF Recommendations","Financial Action Task Force","https://www.fatf-gafi.org/en/publications/Fatfrecommendations/Fatf-recommendations.html","Global standards for anti money laundering and counter terrorist financing that national rules implement.",15,{"id":560,"label":561,"issuer":157,"region":158,"url":562,"description":563,"useCases":564,"indexable":238},"eu-amlr","EU Anti Money Laundering Regulation","https://eur-lex.europa.eu/eli/reg/2024/1624/oj","Regulation (EU) 2024/1624: the single EU rulebook for customer due diligence, beneficial ownership and suspicious transaction reporting.",14,{"id":566,"label":567,"issuer":157,"region":158,"url":568,"description":569,"useCases":564,"indexable":238},"nis2","NIS2 Directive","https://eur-lex.europa.eu/eli/dir/2022/2555/oj","Directive (EU) 2022/2555 on cybersecurity for essential and important entities, including telecom networks, energy and public administration.",{"id":571,"label":572,"issuer":573,"region":497,"url":574,"description":575,"useCases":576,"indexable":238},"us-bsa","Bank Secrecy Act","FinCEN","https://www.fincen.gov/resources/statutes-and-regulations/bank-secrecy-act","US anti money laundering law: customer due diligence, suspicious activity reports and record keeping.",13,{"id":578,"label":579,"issuer":157,"region":158,"url":580,"description":581,"useCases":300,"indexable":238},"eu-accessibility-act","European Accessibility Act","https://eur-lex.europa.eu/eli/dir/2019/882/oj","Directive (EU) 2019/882: accessibility requirements for banking services, ecommerce and other digital services, applicable since June 2025.",{"id":583,"label":584,"issuer":585,"region":497,"url":586,"description":587,"useCases":300,"indexable":238},"hipaa","HIPAA","US Department of Health and Human Services","https://www.hhs.gov/hipaa/index.html","US rules for the privacy and security of protected health information.",{"id":152,"label":589,"issuer":590,"region":489,"url":591,"description":592,"useCases":300,"indexable":238},"Telecom consumer protection rules","National telecom regulators","https://www.berec.europa.eu/","National rules on telecom contracts, switching, billing disputes and marketing consent.",{"id":153,"label":594,"issuer":157,"region":158,"url":595,"description":596,"useCases":597,"indexable":238},"European Electronic Communications Code","https://eur-lex.europa.eu/eli/dir/2018/1972/oj","Directive (EU) 2018/1972: consumer protection, contract, switching and security rules for telecom operators.",11,{"id":599,"label":600,"issuer":601,"region":497,"url":602,"description":603,"useCases":597,"indexable":238},"us-tcpa","Telephone Consumer Protection Act","Federal Communications Commission","https://www.fcc.gov/consumers/guides/stop-unwanted-robocalls-and-texts","US consent rules for automated and prerecorded calls and texts; the FCC has confirmed AI generated voices count as artificial voices.",{"id":605,"label":606,"issuer":522,"region":207,"url":607,"description":608,"useCases":78,"indexable":238},"mas-notice-626","MAS Notice 626","https://www.mas.gov.sg/regulation/notices/notice-626","Singapore's anti money laundering and counter terrorism financing requirements for banks.",{"id":610,"label":611,"issuer":157,"region":158,"url":612,"description":613,"useCases":78,"indexable":238},"mifid-ii","MiFID II","https://eur-lex.europa.eu/eli/dir/2014/65/oj","Directive 2014/65/EU on markets in financial instruments: suitability and appropriateness of advice, record keeping and product governance.",{"id":615,"label":616,"issuer":157,"region":158,"url":617,"description":618,"useCases":78,"indexable":238},"eu-psd2","PSD2","https://eur-lex.europa.eu/eli/dir/2015/2366/oj","Payment Services Directive 2: strong customer authentication, transaction risk analysis exemptions and open banking access.",{"id":620,"label":621,"issuer":622,"region":158,"url":623,"description":624,"useCases":625,"indexable":238},"eba-loan-origination","EBA Guidelines on loan origination and monitoring","European Banking Authority","https://www.eba.europa.eu/regulation-and-policy/credit-risk/guidelines-on-loan-origination-and-monitoring","Expectations for credit decisioning, including the use of automated models.",9,{"id":627,"label":628,"issuer":629,"region":497,"url":630,"description":631,"useCases":632,"indexable":238},"us-ecoa-reg-b","ECOA and Regulation B","Consumer Financial Protection Bureau","https://www.consumerfinance.gov/rules-policy/regulations/1002/9/","US fair lending rules, including specific reasons in adverse action notices, which also apply when credit decisions use AI models.",8,{"id":634,"label":635,"issuer":157,"region":158,"url":636,"description":637,"useCases":632,"indexable":238},"solvency-ii","Solvency II","https://eur-lex.europa.eu/eli/dir/2009/138/oj","Directive 2009/138/EC: risk based capital, governance and model requirements for insurers.",{"id":639,"label":640,"issuer":157,"region":158,"url":641,"description":642,"useCases":77,"indexable":238},"eu-idd","Insurance Distribution Directive","https://eur-lex.europa.eu/eli/dir/2016/97/oj","Directive (EU) 2016/97: conduct rules for selling insurance, including demands and needs testing and advice.",{"id":644,"label":645,"issuer":646,"region":647,"url":648,"description":649,"useCases":650,"indexable":238},"cbuae-ai-guidance","CBUAE guidance on AI and ML","Central Bank of the UAE","middle-east","https://www.centralbank.ae/","UAE central bank expectations for the enabling technologies, AI and machine learning used by licensed financial institutions.",5,{"id":652,"label":653,"issuer":654,"region":158,"url":655,"description":656,"useCases":403,"indexable":238},"pra-ss1-23","PRA SS1/23 model risk management","Prudential Regulation Authority","https://www.bankofengland.co.uk/prudential-regulation/publication/2023/may/model-risk-management-principles-for-banks-ss","UK model risk management principles for banks, covering AI and machine learning models.",{"id":658,"label":659,"issuer":660,"region":158,"url":661,"description":662,"useCases":403,"indexable":238},"uk-psr-app-reimbursement","UK APP scam reimbursement rules","Payment Systems Regulator","https://www.psr.org.uk/our-work/app-scams/","Mandatory reimbursement of authorised push payment scam victims by UK payment firms, which shifts scam losses onto banks.",{"id":664,"label":665,"issuer":666,"region":207,"url":667,"description":668,"useCases":347,"indexable":238},"au-scams-prevention-framework","Australian Scams Prevention Framework","Australian Treasury","https://treasury.gov.au/consultation/c2024-573813","Economy wide obligations for banks, telcos and digital platforms to prevent, detect, disrupt and respond to scams.",{"id":670,"label":671,"issuer":157,"region":158,"url":672,"description":673,"useCases":347,"indexable":238},"eu-mar","EU Market Abuse Regulation","https://eur-lex.europa.eu/eli/reg/2014/596/oj","Regulation (EU) 596/2014: insider dealing and market manipulation, including the duty to detect and report suspicious orders and transactions.",{"id":675,"label":676,"issuer":677,"region":497,"url":678,"description":679,"useCases":347,"indexable":238},"us-fcra","Fair Credit Reporting Act","Federal Trade Commission","https://www.ftc.gov/legal-library/browse/statutes/fair-credit-reporting-act","US rules on consumer reports, their accuracy and permissible use, relevant to credit scoring and screening.",1790598294539]