TRAI allows AI agents in Indian telecom support with 24/7 mandate
India’s telecom regulator has amended regulations to permit AI-driven customer support, mandating 24/7 availability while requiring human intervention for at least 16 hours daily.
The Telecom Regulatory Authority of India (TRAI) has updated its consumer redressal regulations, allowing telecom operators to deploy AI agents to handle customer inquiries round-the-clock. Under the new rules, while AI is permitted to cover off-peak hours, companies must ensure that human representatives remain available for a minimum of 16 hours every day.
The amendments apply to all internet service providers with more than 10,000 subscribers. To ensure accountability, operators are now required to conduct online feedback surveys for every resolved complaint and submit quarterly performance reports to their boards. Furthermore, the window for consumers to appeal a decision has been reduced from 30 days to 15 days.
Industry analysts suggest that the 24/7 requirement creates a significant growth opportunity for AI service providers, as human staffing costs remain a primary concern for telcos. However, the regulatory landscape regarding AI remains complex. TRAI is currently finalizing a framework to hold operators directly accountable for outcomes produced by their AI systems, regardless of whether those systems are developed internally or sourced from third-party vendors.