AGENTIC Experience INDEX, SEPTEMBER 2026
Telco
People are letting AI agents like ChatGPT, Claude or Gemini switch to the best mobile or internet plan.
We’ve tested how 18 telcos in the Benelux
deal with agents.
What we TESTED
Steps when switching provider
done by an agent.
Read the usage
Last quarter’s actual consumption, pulled off the bill.
Compare on real data
Every operator’s tariffs scored against that consumption, not marketing tiers.
Check the address
Coverage and availability at the exact address.
Switch and port
Execute the switch, carry the number across.
Confirm and diarise
Confirm the port, then diarise the next contract break.
This is how telcos
in the Benelux scored.
Key numbers
This is the agentic readiness
of telcos today
Nearly all can be read by agents
16 of 18 companies
More than half can advise on every task
11 of 18 companies
None of the transactional tasks could be completed
0 of 34 transactional tasks
So what does an
agentic experience
in telco look like?
Most telcos
Great at giving advice
but bad at selling.
An agent can advise on every task, and complete none of them. Everything is legible; nothing is doable.
Odido
Lets your agent order
a subscription.
Both action tasks reach “can advise” and the audit recorded nothing but an identity check, so no rendering problem at all. An agent gets through the order flow and stops at the eID.
What about the rest?
of 18
Invisibles
An agent cannot reach or read them, they are just not part of the conversation.
Silent
No response (an error, a timeout ...). Hard to tell if it’s policy or neglect.
Fortress
Answer an agent with a refusal. A choice, not an accident.
of 18
Informers
Agents can get in and answer a question, but they cannot complete a job.
Showroom
Everything on display but no till. Usually by accident.
Gatekeeper
The task can only be completed behind a login, identity app, or in a dedicated app. Deliberate, every time.
of 18
Actors
Agents can complete at least one job end to end.
Always a decision to point outwards.
what answers
did our agents get?
This gets us thinking.
Opportunity
Subtitle
— Towards customers
Turn a 2 year old contract cycle into a monthly one
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— Towards customers
Turn a 2 year old contract cycle into a monthly one
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Find out
how you
are doing
18 companies
9 in Belgium, 9 in The Netherlands.
Each was asked the same 3 tasks: