[{"data":1,"prerenderedAt":613},["ShallowReactive",2],{"uc-order-to-activation-and-esim-onboarding-assistant":3,"uc-regulations":405},{"useCase":4,"evidence":195,"blitsAiDeployments":296,"benchmarks":297,"indicative":304,"related":307,"indexability":403,"includeUnpublished":201},{"title":5,"shortTitle":6,"seoTitle":7,"metaDescription":8,"status":9,"definition":10,"aliases":11,"industries":17,"functions":19,"patterns":24,"channels":29,"audience":34,"autonomy":35,"adoptionStage":36,"segment":37,"problem":38,"problemStats":39,"howItWorks":40,"valueDrivers":41,"kpis":46,"indicativeValue":51,"macroEstimates":85,"feasibility":86,"implementation":100,"risk":143,"blitsAi":171,"faq":173,"related":183,"datePublished":189,"dateModified":189,"lastVerified":190,"changelog":191,"slug":194},"AI assistant for telecom order to activation and eSIM onboarding","Order to activation and eSIM onboarding","AI assistant for telecom activation and eSIM","AI assistants take telecom customers from order to working service, including porting and eSIM setup. Singtel's Shirley completed 76% of roaming sign ups unassisted.","published","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.",[12,13,14,15,16],"activation assistant","eSIM activation bot","number porting assistant","order tracking chatbot","new customer onboarding agent",[18],"telecommunications",[20,21,22,23],"sales","onboarding-and-kyc","customer-service","operations",[25,26,27,28],"conversational-agent","agentic-workflow","classification-and-routing","document-processing",[30,31,32,33],"whatsapp","mobile-app","web-chat","voice","customer-facing","supervised-agent","emerging","front-office","The weeks between \"I want to join\" and \"it works\" generate many of a new customer's first\ncontacts. Customers ask where their SIM or router is, why the number transfer has not happened,\nhow to install an eSIM, why the service is not active yet, or when the engineer will come. Each\nstep (identity check, credit check, porting, provisioning, delivery, installation) sits in a\ndifferent system, and nobody in the contact centre sees the whole order at a glance.\n\nA stuck order also gives a new customer a reason to cancel within the cooling off period. eSIM\nremoves the wait for a SIM card in the post, but customers still get stuck on QR codes, device compatibility and\ntransfers between phones, and a failed download can need a person to reissue the profile.",[],"1. **Take or find the order.** The assistant either captures a new order (plan, device, number\n   transfer, address) or finds the existing one after identity verification.\n2. **Check each step.** Through order, porting, logistics and provisioning tools it sees which\n   step is complete, which is pending and which has failed.\n3. **Guide the customer.** It walks the customer through their part: confirming the porting\n   code, scanning the eSIM QR code on a compatible device, inserting the SIM, or choosing an\n   installation slot.\n4. **Fix or escalate the stuck step.** Within its permissions it reissues an eSIM profile,\n   resubmits a porting request or rebooks an appointment; anything needing a person (a failed\n   identity check, a credit referral, fraud signals) goes to a specialist with the order history.\n5. **Confirm the service works.** It checks activation and sends the customer a clear summary of\n   what they bought and what happens next.",[42,43,44,45],"customer-experience","speed","cost-to-serve","revenue-growth",[47,48,49,50],"automation-rate","users-served","processing-time-reduction","conversion-rate-uplift",{"referenceOrg":52,"inputs":53,"formula":80,"currency":81,"period":82,"resultLabel":83,"caveat":84},"An operator that activates 400,000 new mobile and broadband connections a year",[54,60,67,73],{"key":55,"label":56,"low":57,"high":57,"unit":58,"note":59},"activations","New connections and activations per year",400000,"activations per year","The reference operator.",{"key":61,"label":62,"low":63,"high":64,"unit":65,"note":66},"contactRate","Assisted contacts per activation between order and working service",0.3,0.5,"contacts per activation","Editorial assumption, replace with the order and activation share of your contact reason report.",{"key":68,"label":69,"low":63,"high":70,"unit":71,"note":72},"resolvedShare","Share of those contacts the assistant resolves without a human",0.6,"fraction of contacts","Conservative against the benchmark on this page (Singtel reports 76% of roaming sign up requests completed without a Customer Care officer), because porting and failed identity checks need people.",{"key":74,"label":75,"low":76,"high":77,"unit":78,"note":79},"costPerContact","Cost of a human handled order contact",5,8,"USD per contact","Editorial assumption, replace with your own fully loaded cost.","activations * contactRate * resolvedShare * costPerContact","USD","per year","Human handled order contact cost avoided","Gross avoided contact cost only. It leaves out fewer cancellations in the cooling off period, faster time to revenue, the cost of the AI and the order and provisioning integrations, and the fraud controls that activation and porting need.",[],{"complexity":87,"complexityNote":88,"dataPrerequisites":89,"integrations":94},"high","The order journey crosses identity, credit, porting, logistics, provisioning and field service systems, often with batch updates. Actions such as reissuing an eSIM or resubmitting a port are also the ones fraudsters target, so identity and fraud controls must be strong.",[90,91,92,93],"Order status per step, available by API and close to real time","eSIM and device compatibility information with an owner and review date","Porting rules and error codes with their fixes","Contact reasons for new customers in their first 60 days",[95,96,97,98,99],"Order management and CRM","Number porting system","eSIM profile management and SIM provisioning","Logistics tracking and field service scheduling","Identity verification and fraud screening",{"steps":101,"guardrails":117,"humanInTheLoop":123,"kpisToInstrument":124,"failureModes":130},[102,105,108,111,114],{"title":103,"detail":104},"Map the order journey and where it breaks","List every step from order to working service, the system that owns it and the most common failures, using contacts from customers in their first 60 days.",{"title":106,"detail":107},"Start with status and guidance","Order status, delivery tracking, installation slots and eSIM installation guidance are read only and high volume. Launch these before any action that changes the order.",{"title":109,"detail":110},"Add fixes with fraud controls","Reissuing an eSIM, resubmitting a port or changing a delivery address are attractive to fraudsters. Put step up verification and fraud checks in front of each of them.",{"title":112,"detail":113},"Close the loop on activation","Have the assistant confirm the service is active and summarise the purchase, so the first bill does not become a second contact.",{"title":115,"detail":116},"Measure per step","Track completion and drop out per journey step, not only per conversation, and fix the systems behind the steps that fail most.",[118,119,120,121,122],"Step up identity verification before any eSIM reissue, SIM swap, port or address change","Fraud screening on every action that moves a number or a SIM","Credit and identity decisions stay in the existing governed processes","Clear confirmation of plan, price and contract terms before the order is placed","Handover to a person on request and after repeated failure of any step","Specialists handle failed identity checks, credit referrals, suspected fraud and porting disputes. The fraud team approves every action the assistant can perform on a SIM or number, and operations review stuck orders the assistant escalated each day.",[125,126,127,128,129],"Share of orders activated without an assisted contact","Time from order to working service, per product and channel","eSIM and porting failures resolved by the assistant versus escalated","Cancellations within the cooling off period","Fraud attempts caught at SIM and porting steps",[131,134,137,140],{"title":132,"detail":133},"SIM swap and porting fraud","A weakly verified request moves a victim's number to a fraudster. Verify strongly and screen every SIM and port action.",{"title":135,"detail":136},"Status the systems do not know","The assistant reports a step as done because a batch update has not run. Show the time of the last update and escalate stale orders.",{"title":138,"detail":139},"Device compatibility guesswork","The assistant tells a customer their phone supports eSIM when it does not. Use a maintained compatibility list, not the model's memory.",{"title":141,"detail":142},"Dead ends for new customers","A new customer stuck in automation cancels. Offer a person after repeated failure.",{"euAiAct":144,"regulations":147,"guidance":152,"controls":164,"incidents":170},{"tier":145,"basis":146},"limited","A customer facing assistant must disclose that it is AI (Article 50). Biometric verification whose sole purpose is to confirm that a person is who they claim to be is excluded from remote biometric identification in Annex III point 1(a); creditworthiness assessment of individuals (Annex III point 5(b)) would be high risk and belongs in a separate governed process.",[148,149,150,151],"eu-ai-act","gdpr","telecom-consumer-rules","eecc",[153,159],{"title":154,"issuer":155,"region":156,"url":157,"note":158},"Article 50, transparency obligations for providers and deployers of certain AI systems","European Union","europe","https://artificialintelligenceact.eu/article/50/","People must be informed that they are interacting with an AI system unless this is obvious from the context.",{"title":160,"issuer":161,"region":156,"url":162,"note":163},"Simpler and quicker broadband switching is here","Ofcom","https://www.ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here","Under One Touch Switch, UK landline and broadband customers only contact their new provider, and providers must compensate customers if the switch goes wrong or leaves them without service for more than one working day, which sets the bar for an activation assistant.",[165,166,167,168,169],"AI disclosure at the start of every conversation","Documented list of order actions with verification level and fraud checks per action","Audit trail of every SIM, eSIM and porting action","Regression tests on order scenarios, including fraud attempts, for every change","Daily review of stuck and escalated orders",[],{"howToBuild":172},"On Blits.ai this is an **AI agent** with **custom functions** that read and update the order,\nporting, eSIM and logistics systems, and a **flow** with an authentication block for any action\non a SIM or number. A **knowledge base** with hybrid retrieval holds device compatibility and\ninstallation guides, customers can **upload files and photos** in the chat, and\n**agentic tasks** can recheck a pending port or delivery on a schedule and act when the\nstatus changes.\n\nThe agent runs on **WhatsApp, web chat and voice**, and inside the operator's own app through\nthe **REST and WebSocket API channels**. **Human handover** passes\nfailed checks and suspected fraud to specialists with the order history, **guardrails** and\n**PII masking** protect identity data, **test suites** replay order scenarios on every change,\nand the platform is model agnostic with EU and UAE data residency.",[174,177,180],{"question":175,"answer":176},"Can an AI assistant really complete sign ups and activations?","For simpler orders, yes. In its initial results after launch, Singtel reports 76% of roaming sign up requests completed without a Customer Care officer. Jio's WhatsApp assistant, built with Haptik, covers the 5G journey from lead to porting and plan purchase, and Haptik reports it acquires 8,000 new Jio Fiber and 5G customers a day. Complex orders with credit checks still need people.",{"question":178,"answer":179},"Is there public evidence for AI in eSIM onboarding specifically?","None of the deployments on this page publishes results for eSIM onboarding specifically. The evidence covers sign up, porting and plan purchase in general; eSIM guidance and profile reissue are a natural extension, with strong identity checks, because reissuing an eSIM moves the number to a new device just as a SIM swap does.",{"question":181,"answer":182},"How do we stop the assistant from enabling SIM swap fraud?","Treat every SIM, eSIM and porting action as high risk: step up verification, fraud screening and an audit trail for each, and route anything unusual to a specialist.",[184,185,186,187,188],"plan-upgrade-and-sales-assistant","device-and-connectivity-troubleshooting-agent","retail-store-and-kiosk-assistant","telecom-fraud-detection","business-connectivity-quoting-and-service-assistant","2026-09-27","2026-09-26",[192],{"date":189,"note":193},"First published","order-to-activation-and-esim-onboarding-assistant",[196,248,273],{"title":197,"useCases":198,"organization":199,"vendors":204,"summary":208,"stage":209,"year":210,"channels":211,"languages":212,"metrics":214,"outcomeDisclosed":235,"sources":236,"verification":243,"grade":245,"id":246,"organizationSlug":247},"Singtel: agentic AI assistant Shirley for care, roaming and sales",[185,194,184],{"name":200,"anonymized":201,"country":202,"region":203,"industry":18},"Singtel",false,"SG","asia-pacific",[205],{"name":206,"role":207},"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,[32,33],[213],"en",[215,224,228],{"kpi":216,"value":217,"unit":218,"qualifier":219,"period":220,"claimant":221,"quote":222,"sourceUrl":223},"containment-rate",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":47,"value":225,"unit":218,"qualifier":219,"period":226,"claimant":221,"quote":227,"sourceUrl":223},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":229,"value":230,"unit":231,"qualifier":232,"period":233,"claimant":221,"quote":234,"sourceUrl":223},"interactions-handled",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,[237,239],{"url":223,"title":238,"publisher":206},"Singtel Group partners with Sierra to transform customer engagement with AI",{"url":240,"title":241,"publisher":200,"date":242},"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":244,"checkedAt":190},"source-verified","B","singtel-shirley-agentic-ai-agent",null,{"title":249,"useCases":250,"organization":252,"vendors":256,"summary":257,"stage":209,"year":258,"channels":259,"languages":260,"metrics":261,"outcomeDisclosed":201,"sources":262,"verification":270,"grade":245,"id":271,"organizationSlug":272},"Verizon: AI powered Verizon Assistant and Customer Champion service model",[251,184,194],"bill-explanation-and-billing-dispute-agent",{"name":253,"anonymized":201,"country":254,"region":255,"industry":18},"Verizon","US","north-america",[],"In June 2025 Verizon announced a customer experience overhaul: a Customer Champion who owns complex issues end to end, drawing on Google Cloud AI including Gemini models, 24/7 live chat with human agents, and a new My Verizon app, which includes an AI powered Verizon Assistant, in which customers can become a customer, manage upgrades, add lines and ask billing questions. Verizon describes the assistant as voice enabled for mobile customers. Verizon's chief executive framed the programme as a way to build loyalty and improve retention. No outcome figures were published.",2025,[31,33],[213],[],[263,267],{"url":264,"title":265,"publisher":253,"date":266},"https://www.verizon.com/about/news/verizon-launches-industry-leading-ai-powered-customer-experience","Verizon, America's Most Reliable 5G Network, Launches Industry-Leading, AI Powered Customer Experience Innovations","2025-06-24",{"url":268,"title":269,"publisher":253},"https://www.verizon.com/about/customer-experience","Verizon Customer Experience",{"level":244,"checkedAt":189},"verizon-ai-customer-experience-transformation","verizon",{"title":274,"useCases":275,"organization":276,"vendors":279,"summary":282,"stage":283,"year":284,"channels":285,"languages":286,"metrics":287,"outcomeDisclosed":235,"sources":288,"verification":293,"grade":294,"id":295,"organizationSlug":247},"Jio: WhatsApp assistant for acquisition, porting, plans and care",[194,184],{"name":277,"anonymized":201,"country":278,"region":203,"industry":18},"Reliance Jio","IN",[280],{"name":281,"role":207},"Haptik","Jio runs a WhatsApp assistant built with Haptik with more than 900 intents. It covers the 5G customer lifecycle end to end, from lead generation and buying a 5G device to porting into Jio, choosing and buying plans and customer care, with separate journeys for prepaid and postpaid, and sends proactive top up and recharge reminders. Haptik reports that the channel acquires 8,000 new Jio Fiber and 5G customers a day.","scaled",2023,[30],[],[],[289],{"url":290,"title":291,"publisher":281,"archivedUrl":292},"https://www.haptik.ai/resources/case-study/jio-digital-life","Jio Transforms CX with Haptik","https://web.archive.org/web/20230528064657/https://www.haptik.ai/resources/case-study/jio-digital-life",{"level":244,"checkedAt":190},"C","jio-whatsapp-customer-lifecycle",0,[298],{"kpi":47,"label":299,"unit":218,"aggregate":235,"higherIsBetter":235,"n":300,"nUpTo":296,"median":225,"min":225,"max":225,"byClaimant":301,"vendorOnly":201,"points":302},"Automation rate",1,{"organization":300,"vendor":296,"regulator":296,"independent":296},[303],{"evidenceId":246,"organization":200,"value":225,"qualifier":219,"claimant":221,"grade":245,"pooled":235},{"low":305,"high":306},180000,960000,[308,333,350,368,388],{"slug":184,"title":309,"shortTitle":310,"definition":311,"status":9,"industries":312,"functions":313,"patterns":315,"audience":34,"autonomy":35,"adoptionStage":319,"segment":37,"evidenceCount":320,"publicEvidenceCount":320,"organizations":321,"bestGrade":245,"headline":328,"lastVerified":190,"indexable":235},"AI assistant for telecom plan upgrades, add ons and sales","Plan upgrade and sales assistant","An AI assistant that helps existing and prospective customers choose, compare and buy the right mobile, broadband or TV plan, device or extra, in the app, in messaging, on the phone or through a human advisor, using the customer's usage and eligibility and the operator's current offers, and that completes the order or passes a ready quote to a person.",[18],[20,22,314],"marketing",[316,25,317,318,26],"recommendation-and-personalization","rag-knowledge-assistant","voice-agent","early-adopters",9,[277,322,323,200,324,325,253,326,327],"Mobily","Orange France","T-Mobile","Telenet","Virgin Media O2","Vodafone",{"kpi":50,"label":329,"unit":218,"n":300,"nUpTo":296,"kind":330,"value":331,"qualifier":219,"claimant":332,"organization":325,"vendorReported":235},"Conversion uplift","reported",75,"vendor",{"slug":185,"title":334,"shortTitle":335,"definition":336,"status":9,"industries":337,"functions":338,"patterns":340,"audience":34,"autonomy":35,"adoptionStage":319,"segment":37,"evidenceCount":342,"publicEvidenceCount":342,"organizations":343,"bestGrade":245,"headline":345,"lastVerified":190,"indexable":235},"AI agent for device and connectivity troubleshooting on voice and chat","Device and connectivity troubleshooting","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.",[18],[22,339],"field-service",[25,318,26,317,341],"computer-vision",4,[200,326,344,327],"Vodafone Germany",{"kpi":216,"label":346,"unit":218,"n":347,"nUpTo":296,"kind":348,"value":349,"qualifier":219,"claimant":247,"organization":247,"vendorReported":201},"Containment rate",3,"median",70,{"slug":186,"title":351,"shortTitle":352,"definition":353,"status":9,"industries":354,"functions":355,"patterns":357,"audience":359,"autonomy":360,"adoptionStage":319,"segment":37,"evidenceCount":347,"publicEvidenceCount":347,"organizations":361,"bestGrade":294,"headline":364,"lastVerified":189,"indexable":235},"AI assistant for telecom retail stores, from associate copilot to digital human kiosk","Retail store and kiosk assistant","An AI assistant for telecom shops that gives store associates quick, sourced answers on plans, promotions, devices and the customer's account during the conversation, and that can also greet and serve customers directly on an in store screen or kiosk, sometimes as a digital human, handing them to an associate when they are ready to buy or need help.",[18],[20,22,356],"knowledge-management",[317,358,25,316],"digital-human","employee-facing","assist",[362,363,324],"Bouygues Telecom","Deutsche Telekom",{"kpi":365,"label":366,"unit":218,"n":300,"nUpTo":296,"kind":330,"value":367,"qualifier":219,"claimant":332,"organization":362,"vendorReported":235},"accuracy","Accuracy",95,{"slug":187,"title":369,"shortTitle":370,"definition":371,"status":9,"industries":372,"functions":373,"patterns":377,"audience":380,"autonomy":35,"adoptionStage":319,"segment":381,"evidenceCount":342,"publicEvidenceCount":342,"organizations":382,"bestGrade":245,"headline":384,"lastVerified":189,"indexable":235},"AI for telecom fraud detection (SIM swap, IRSF and Wangiri)","Telecom fraud detection","AI that protects the operator's own network, revenue and numbers from fraud: it watches call, messaging, roaming and account activity to detect SIM swap and port out takeovers, international revenue share fraud (IRSF) and Wangiri one ring scams, blocks or flags them in real time, and shares risk signals with banks and other businesses that rely on the phone number for security. Scam calls aimed at subscribers are handled by call blocking.",[18],[374,375,376],"fraud-prevention","network-operations","security-operations",[378,379,27],"anomaly-detection","prediction-and-scoring","back-office","customer-protection",[383,327],"Telstra",{"kpi":385,"label":386,"unit":218,"n":300,"nUpTo":296,"kind":330,"value":387,"qualifier":219,"claimant":221,"organization":327,"vendorReported":201},"detection-rate-improvement","Detection improvement",30,{"slug":188,"title":389,"shortTitle":390,"definition":391,"status":9,"industries":392,"functions":393,"patterns":395,"audience":34,"autonomy":35,"adoptionStage":319,"segment":37,"evidenceCount":76,"publicEvidenceCount":76,"organizations":397,"bestGrade":245,"headline":402,"lastVerified":189,"indexable":235},"AI assistant for B2B telecom quoting, sales and service","B2B quoting and service","An AI assistant that serves business customers of a telecom operator and the sellers who look after them: it answers product, pricing and contract questions, prepares configurations and quotes for connectivity, mobile fleets and devices, drafts responses to tenders, and handles routine service requests and fault tickets, with a sales or service specialist approving anything binding.",[18],[20,22,394],"product-and-pricing",[25,317,26,316,396],"content-generation",[398,399,400,253,401],"Lumen Technologies","SoftBank Corp.","Telefónica España","Vodafone Business",{"kpi":216,"label":346,"unit":218,"n":300,"nUpTo":296,"kind":330,"value":349,"qualifier":219,"claimant":221,"organization":399,"vendorReported":201},{"indexable":235,"reasons":404},[],[406,411,416,424,431,437,444,451,458,465,472,478,485,492,498,503,510,516,522,527,532,538,544,549,554,560,566,571,577,584,590,596,602,607],{"id":148,"label":407,"issuer":155,"region":156,"url":408,"description":409,"useCases":410,"indexable":235},"EU AI Act","https://eur-lex.europa.eu/eli/reg/2024/1689/oj","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":149,"label":412,"issuer":155,"region":156,"url":413,"description":414,"useCases":415,"indexable":235},"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":417,"label":418,"issuer":419,"region":420,"url":421,"description":422,"useCases":423,"indexable":235},"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":425,"label":426,"issuer":427,"region":255,"url":428,"description":429,"useCases":430,"indexable":235},"nist-ai-rmf","NIST AI Risk Management Framework","NIST","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":432,"label":433,"issuer":155,"region":156,"url":434,"description":435,"useCases":436,"indexable":235},"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":438,"label":439,"issuer":440,"region":156,"url":441,"description":442,"useCases":443,"indexable":235},"uk-gdpr","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":445,"label":446,"issuer":447,"region":156,"url":448,"description":449,"useCases":450,"indexable":235},"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.",47,{"id":452,"label":453,"issuer":454,"region":203,"url":455,"description":456,"useCases":457,"indexable":235},"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":459,"label":460,"issuer":461,"region":203,"url":462,"description":463,"useCases":464,"indexable":235},"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.",25,{"id":466,"label":467,"issuer":468,"region":420,"url":469,"description":470,"useCases":471,"indexable":235},"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":473,"label":474,"issuer":475,"region":255,"url":476,"description":477,"useCases":471,"indexable":235},"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":479,"label":480,"issuer":481,"region":156,"url":482,"description":483,"useCases":484,"indexable":235},"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":486,"label":487,"issuer":488,"region":420,"url":489,"description":490,"useCases":491,"indexable":235},"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":493,"label":494,"issuer":155,"region":156,"url":495,"description":496,"useCases":497,"indexable":235},"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":499,"label":500,"issuer":155,"region":156,"url":501,"description":502,"useCases":497,"indexable":235},"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":504,"label":505,"issuer":506,"region":255,"url":507,"description":508,"useCases":509,"indexable":235},"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":511,"label":512,"issuer":155,"region":156,"url":513,"description":514,"useCases":515,"indexable":235},"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.",12,{"id":517,"label":518,"issuer":519,"region":255,"url":520,"description":521,"useCases":515,"indexable":235},"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":150,"label":523,"issuer":524,"region":420,"url":525,"description":526,"useCases":515,"indexable":235},"Telecom consumer protection rules","National telecom regulators","https://www.berec.europa.eu/","National rules on telecom contracts, switching, billing disputes and marketing consent.",{"id":151,"label":528,"issuer":155,"region":156,"url":529,"description":530,"useCases":531,"indexable":235},"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":533,"label":534,"issuer":535,"region":255,"url":536,"description":537,"useCases":531,"indexable":235},"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":539,"label":540,"issuer":454,"region":203,"url":541,"description":542,"useCases":543,"indexable":235},"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.",10,{"id":545,"label":546,"issuer":155,"region":156,"url":547,"description":548,"useCases":543,"indexable":235},"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":550,"label":551,"issuer":155,"region":156,"url":552,"description":553,"useCases":543,"indexable":235},"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":555,"label":556,"issuer":557,"region":156,"url":558,"description":559,"useCases":320,"indexable":235},"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.",{"id":561,"label":562,"issuer":563,"region":255,"url":564,"description":565,"useCases":77,"indexable":235},"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.",{"id":567,"label":568,"issuer":155,"region":156,"url":569,"description":570,"useCases":77,"indexable":235},"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":572,"label":573,"issuer":155,"region":156,"url":574,"description":575,"useCases":576,"indexable":235},"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.",6,{"id":578,"label":579,"issuer":580,"region":581,"url":582,"description":583,"useCases":76,"indexable":235},"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.",{"id":585,"label":586,"issuer":587,"region":156,"url":588,"description":589,"useCases":342,"indexable":235},"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":591,"label":592,"issuer":593,"region":156,"url":594,"description":595,"useCases":342,"indexable":235},"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":597,"label":598,"issuer":599,"region":203,"url":600,"description":601,"useCases":347,"indexable":235},"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":603,"label":604,"issuer":155,"region":156,"url":605,"description":606,"useCases":347,"indexable":235},"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":608,"label":609,"issuer":610,"region":255,"url":611,"description":612,"useCases":347,"indexable":235},"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.",1790598297413]