TRAI allows AI Agents in telecom customer support; mandates 24×7 availability
The Telecom Regulatory Authority of India has amended consumer complaint redressal regulations to allow AI agents in telecom customer support, effective November 2, 2026. Operators must provide 24/7 complaint centre availability using a mix of human staff, automation and AI agents, with human representatives available at least 16 hours daily. New requirements include mandatory customer feedback surveys after each resolved complaint, quarterly board reporting, consumer oversight committees, and reduced appeal windows from 30 to 15 days.
Key points
- TRAI permits AI agents in telecom customer support with 24/7 availability
- Human support mandatory for minimum 16 hours daily
- Adds requirements for customer feedback surveys and oversight committees
- Appeal window reduced from 30 days to 15 days
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