Five Insights from Consumers
Key Takeaways for CSPs
Worry AI can’t handle complex issues
Find AI struggles to understand queries
Doubt AI-generated response accuracy
©2025 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”)
What Telco Customers Want
AI and Customer Service
AI in the Telecom
Customer Experience
CSG asked about their sentiment toward AI when interacting with their CSP.
In a survey of 1,000 consumers worldwide
Here are some of the major takeaways from the survey:
Appetite for AI Is Growing
of customers prefer AI over human representatives in at least one channel
85%
Say a frustrating AI service experience impacts their loyalty to a CSP
...But Loyalty Is At Risk
Prefer AI vs. human support in chat
The Channel Matters
Faster issue resolution
What Customers Want from AI
24/7 support
More accurate issue resolution or response
Want smoother transitions to human agents
AI Should Enhance the Human Touch
Are frustrated by long wait times to reach a representative
AI Maturity Remains a Challenge
At the core of a successful CX strategy is making customers feel known, heard and understood.
1
CSPs must follow the customer's lead. To secure loyalty, prioritize solutions that improve your customers' experiences in the moments that matter.
2
Want More Insight on Balancing AI Ambitions with Customer Needs?
Read CSG’s 2025 State of the Customer Experience Report to discover how CSPs can demonstrate their CX leadership and deliver on their promise for better experiences.