[{"data":1,"prerenderedAt":245},["ShallowReactive",2],{"uc-reg-eecc":3},{"regulation":4,"includeUnpublished":11,"indexable":12,"useCases":13},{"id":5,"label":6,"issuer":7,"region":8,"url":9,"description":10},"eecc","European Electronic Communications Code","European Union","europe","https://eur-lex.europa.eu/eli/dir/2018/1972/oj","Directive (EU) 2018/1972: consumer protection, contract, switching and security rules for telecom operators.",false,true,[14,55,88,102,120,139,157,177,196,215,232],{"slug":15,"title":16,"shortTitle":17,"definition":18,"status":19,"industries":20,"functions":22,"patterns":25,"audience":30,"autonomy":31,"adoptionStage":32,"segment":33,"evidenceCount":34,"publicEvidenceCount":34,"organizations":35,"bestGrade":41,"headline":42,"lastVerified":52,"indexable":12,"euAiActTier":53,"euAiActBasis":54},"autonomous-network-operations","Agentic AI for autonomous, intent based network operations","Autonomous network operations","AI agents that run closed loops over a telecom network: they take an intent from the operator (for example a latency or availability target for a service), observe the network, diagnose deviations and execute corrective actions across radio, transport and core, within guardrails set by engineers and with human approval for major changes.","published",[21],"telecommunications",[23,24],"network-operations","it-and-engineering",[26,27,28,29],"agentic-workflow","anomaly-detection","prediction-and-scoring","classification-and-routing","back-office","supervised-agent","emerging","network",6,[36,37,38,39,40],"Deutsche Telekom","du","KDDI","stc Group","Telstra","B",{"kpi":43,"label":44,"unit":45,"n":46,"nUpTo":47,"kind":48,"value":49,"qualifier":50,"claimant":51,"organization":36,"vendorReported":11},"processing-time-reduction","Cycle time reduction","percent",1,0,"reported",95,"at-least","organization","2026-09-26","context-dependent","Annex III point 2 lists AI systems intended as safety components in the management and operation of critical digital infrastructure as high risk; Recital 55 ties this to the digital infrastructure in the Annex to Directive (EU) 2022/2557, which includes providers of public electronic communications networks. Recital 55 defines such safety components as systems that directly protect the physical integrity of the infrastructure or the health and safety of persons and property, and excludes components used solely for cybersecurity. Loops that only optimise performance or capacity are usually not safety components, but a loop that protects physical integrity or life safety services can be, so operators should assess each closed loop and document the outcome.",{"slug":56,"title":57,"shortTitle":58,"definition":59,"status":19,"industries":60,"functions":61,"patterns":64,"audience":69,"autonomy":31,"adoptionStage":70,"segment":71,"evidenceCount":72,"publicEvidenceCount":72,"organizations":73,"bestGrade":41,"headline":78,"lastVerified":52,"indexable":12,"euAiActTier":86,"euAiActBasis":87},"device-and-connectivity-troubleshooting-agent","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.",[21],[62,63],"customer-service","field-service",[65,66,26,67,68],"conversational-agent","voice-agent","rag-knowledge-assistant","computer-vision","customer-facing","early-adopters","front-office",4,[74,75,76,77],"Singtel","Virgin Media O2","Vodafone Germany","Vodafone",{"kpi":79,"label":80,"unit":45,"n":81,"nUpTo":47,"kind":82,"value":83,"qualifier":84,"claimant":85,"organization":85,"vendorReported":11},"containment-rate","Containment rate",3,"median",70,"exact",null,"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.",{"slug":89,"title":90,"shortTitle":91,"definition":92,"status":19,"industries":93,"functions":94,"patterns":95,"audience":69,"autonomy":31,"adoptionStage":32,"segment":71,"evidenceCount":97,"publicEvidenceCount":46,"organizations":98,"bestGrade":41,"headline":85,"lastVerified":100,"indexable":12,"euAiActTier":53,"euAiActBasis":101},"network-outage-communication-agent","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.",[21],[62,23,63],[27,29,96,65,66],"content-generation",2,[99],"Comcast","2026-09-27","The customer facing agent is limited risk with an Article 50 duty to disclose AI. AI used as a safety component in the management and operation of critical digital infrastructure is high risk under Annex III point 2, so the classification depends on whether the detection part acts on the network or only informs people.",{"slug":103,"title":104,"shortTitle":105,"definition":106,"status":19,"industries":107,"functions":108,"patterns":110,"audience":69,"autonomy":31,"adoptionStage":70,"segment":71,"evidenceCount":72,"publicEvidenceCount":72,"organizations":111,"bestGrade":41,"headline":115,"lastVerified":100,"indexable":12,"euAiActTier":86,"euAiActBasis":119},"bill-explanation-and-billing-dispute-agent","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.",[21],[62,109],"case-management",[65,67,26,66],[112,113,114,77],"BT Group","Mobily","Verizon",{"kpi":116,"label":117,"unit":45,"n":46,"nUpTo":47,"kind":48,"value":118,"qualifier":84,"claimant":51,"organization":77,"vendorReported":11},"first-contact-resolution","First contact resolution",60,"A customer facing assistant must be designed so that people know they are interacting with AI (Article 50(1)). Explaining bills, correcting clear errors and opening disputes are not listed in Annex III. The tier changes only if the system is also used to evaluate customers' creditworthiness, for example to set credit limits, which Annex III point 5(b) lists as high risk.",{"slug":121,"title":122,"shortTitle":123,"definition":124,"status":19,"industries":125,"functions":126,"patterns":129,"audience":69,"autonomy":31,"adoptionStage":70,"segment":71,"evidenceCount":131,"publicEvidenceCount":131,"organizations":132,"bestGrade":41,"headline":137,"lastVerified":100,"indexable":12,"euAiActTier":86,"euAiActBasis":138},"business-connectivity-quoting-and-service-assistant","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.",[21],[127,62,128],"sales","product-and-pricing",[65,67,26,130,96],"recommendation-and-personalization",5,[133,134,135,114,136],"Lumen Technologies","SoftBank Corp.","Telefónica España","Vodafone Business",{"kpi":79,"label":80,"unit":45,"n":46,"nUpTo":47,"kind":48,"value":83,"qualifier":84,"claimant":51,"organization":134,"vendorReported":11},"Article 50(1): people must be informed that they are interacting with an AI system, unless that is obvious from the context. Quoting, sales support and service for business customers are not listed in Annex III. The use would become high risk under Annex III point 5(b) only if the assistant itself evaluated the creditworthiness of a natural person, such as a sole trader, to decide whether to offer a contract.",{"slug":140,"title":141,"shortTitle":142,"definition":143,"status":19,"industries":144,"functions":145,"patterns":148,"audience":69,"autonomy":31,"adoptionStage":32,"segment":71,"evidenceCount":81,"publicEvidenceCount":81,"organizations":150,"bestGrade":41,"headline":152,"lastVerified":52,"indexable":12,"euAiActTier":86,"euAiActBasis":156},"order-to-activation-and-esim-onboarding-assistant","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.",[21],[127,146,62,147],"onboarding-and-kyc","operations",[65,26,29,149],"document-processing",[151,74,114],"Reliance Jio",{"kpi":153,"label":154,"unit":45,"n":46,"nUpTo":47,"kind":48,"value":155,"qualifier":84,"claimant":51,"organization":74,"vendorReported":11},"automation-rate","Automation rate",76,"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.",{"slug":158,"title":159,"shortTitle":160,"definition":161,"status":19,"industries":162,"functions":163,"patterns":165,"audience":69,"autonomy":31,"adoptionStage":70,"segment":71,"evidenceCount":166,"publicEvidenceCount":166,"organizations":167,"bestGrade":41,"headline":171,"lastVerified":52,"indexable":12,"euAiActTier":53,"euAiActBasis":176},"plan-upgrade-and-sales-assistant","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.",[21],[127,62,164],"marketing",[130,65,67,66,26],9,[151,113,168,74,169,170,114,75,77],"Orange France","T-Mobile","Telenet",{"kpi":172,"label":173,"unit":45,"n":46,"nUpTo":47,"kind":48,"value":174,"qualifier":84,"claimant":175,"organization":170,"vendorReported":12},"conversion-rate-uplift","Conversion uplift",75,"vendor","A sales assistant is limited risk with an Article 50 duty to disclose AI. If it assesses the creditworthiness of individuals for devices on credit, that part is high risk under Annex III point 5(b), so keep credit decisions in the existing governed process. Selling that uses manipulative or deceptive techniques, or exploits a customer's age, disability or economic situation, to materially distort a purchase decision in a way likely to cause significant harm is prohibited under Article 5(1)(a) and (b).",{"slug":178,"title":179,"shortTitle":180,"definition":181,"status":19,"industries":182,"functions":183,"patterns":185,"audience":187,"autonomy":188,"adoptionStage":70,"segment":71,"evidenceCount":81,"publicEvidenceCount":81,"organizations":189,"bestGrade":191,"headline":192,"lastVerified":100,"indexable":12,"euAiActTier":86,"euAiActBasis":195},"retail-store-and-kiosk-assistant","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.",[21],[127,62,184],"knowledge-management",[67,186,65,130],"digital-human","employee-facing","assist",[190,36,169],"Bouygues Telecom","C",{"kpi":193,"label":194,"unit":45,"n":46,"nUpTo":47,"kind":48,"value":49,"qualifier":84,"claimant":175,"organization":190,"vendorReported":12},"accuracy","Accuracy","A digital human or kiosk that talks to customers must be designed so that they are told they are interacting with an AI system (Article 50(1)). An associate copilot over product content is not listed in Annex III and is minimal risk. Inferring the emotions of employees at work is prohibited (Article 5(1)(f)); emotion recognition of customers by camera is high risk under Annex III point 1(c), biometric categorisation by sensitive or protected attributes is high risk under Annex III point 1(b), and categorisation that infers race, political opinions, religion or sexual orientation is prohibited under Article 5(1)(g). Both need separate legal review.",{"slug":197,"title":198,"shortTitle":199,"definition":200,"status":19,"industries":201,"functions":202,"patterns":204,"audience":30,"autonomy":31,"adoptionStage":205,"segment":206,"evidenceCount":72,"publicEvidenceCount":72,"organizations":207,"bestGrade":41,"headline":210,"lastVerified":100,"indexable":12,"euAiActTier":53,"euAiActBasis":214},"churn-prediction-and-retention-offers","AI for telecom churn prediction and retention offers","Churn prediction and retention","AI for telecom operators that scores each subscriber's risk of leaving from usage, service, billing and contact signals, explains the likely reason, and chooses the next best retention action, such as fixing a problem, adjusting a plan or making an offer, delivered through the app, messaging, an agent or an advisor within approved offer budgets.",[21],[164,62,127,203],"analytics-and-reporting",[28,130,65],"mainstream","middle-office",[208,170,75,209],"Etisalat","Vodafone UK",{"kpi":211,"label":212,"unit":45,"n":97,"nUpTo":47,"kind":48,"value":213,"qualifier":84,"claimant":175,"organization":170,"vendorReported":12},"churn-reduction","Churn reduction",20,"Churn scoring and offer selection for marketing are not listed in Annex III, so a back office design that only scores customers and prompts human advisors is minimal risk, with no specific obligations. When an AI agent delivers the offer to the customer in chat, messaging or voice, the system is limited risk: Article 50 requires telling customers they are dealing with AI. A design that used manipulative techniques or exploited vulnerabilities to keep customers from leaving could fall under the Article 5 prohibitions. GDPR rules on profiling and the right to object to direct marketing (Article 21) apply in full.",{"slug":216,"title":217,"shortTitle":218,"definition":219,"status":19,"industries":220,"functions":221,"patterns":224,"audience":30,"autonomy":31,"adoptionStage":70,"segment":225,"evidenceCount":72,"publicEvidenceCount":72,"organizations":226,"bestGrade":41,"headline":227,"lastVerified":100,"indexable":12,"euAiActTier":53,"euAiActBasis":231},"telecom-fraud-detection","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.",[21],[222,23,223],"fraud-prevention","security-operations",[27,28,29],"customer-protection",[40,77],{"kpi":228,"label":229,"unit":45,"n":46,"nUpTo":47,"kind":48,"value":230,"qualifier":84,"claimant":51,"organization":77,"vendorReported":11},"detection-rate-improvement","Detection improvement",30,"Fraud detection is not listed as high risk in Annex III, and point 5(b) explicitly excludes systems used to detect financial fraud from the creditworthiness category. Blocking fraud traffic is not normally a safety component of critical digital infrastructure (point 2). The tier can change if the same scores are reused for an Annex III purpose: eligibility for essential public assistance benefits and services (point 5(a)), creditworthiness or credit scoring of natural persons (point 5(b)), or risk assessment and pricing for life and health insurance (point 5(c)). A voice or chat agent that takes fraud reports from customers also carries the Article 50(1) duty to tell people they are dealing with an AI system.",{"slug":233,"title":234,"shortTitle":235,"definition":236,"status":19,"industries":237,"functions":238,"patterns":239,"audience":69,"autonomy":240,"adoptionStage":205,"segment":225,"evidenceCount":131,"publicEvidenceCount":131,"organizations":241,"bestGrade":41,"headline":85,"lastVerified":52,"indexable":12,"euAiActTier":243,"euAiActBasis":244},"spam-and-scam-call-blocking","AI spam and scam call blocking for mobile and landline subscribers","Spam and scam call blocking","AI in the operator's network that protects subscribers from unwanted calls: it analyses incoming calls in real time, blocks known fraudulent calls, and labels suspected scam, spam and spoofed calls on the customer's screen before they answer, so subscribers can decide whether to pick up. Fraud against the operator itself, such as SIM swap or revenue share fraud, is a separate use case.",[21],[222,62],[27,29,28],"autonomous",[242,112,40,75],"Bell Canada","minimal","Scoring, blocking and labelling calls is not listed in Annex III, is not a prohibited practice under Article 5, and the system does not interact with people or generate content, so Article 50 does not apply. A conversational scambaiting agent such as O2's Daisy talks to callers with a synthetic voice, which raises separate Article 50 transparency questions and should be assessed on its own.",1790598319793]