AI agents and cybersecurity impact telecommunications sector

A study by Sopra Steria indicates that AI agents could transform consumer behavior in Europe, potentially mediating e-commerce transactions worth €310 billion over the next decade. Approximately 45% of European consumers surveyed expressed willingness to delegate the purchase of electronic and technological products to AI agents. This shift could significantly impact the telecommunications sector by automating tariff comparisons and contract analysis.

However, the rise of AI presents challenges regarding data privacy and consumer autonomy. Experts warn that because AI is not a neutral tool, it may reflect the financial interests and opaque algorithms of the platforms that control them.

In the United States, major operators AT&T and T-Mobile are increasing cybersecurity measures as they integrate AI into mobile networks. While AI is used to detect faults and adjust coverage, both companies are limiting the autonomy of these systems to maintain human oversight. This cautious approach follows previous large-scale data breaches and aims to mitigate risks associated with third-party software and automated agents accessing sensitive customer information.