The Fantastic Four Telco Customers: How digitization of experience and AI affect Gen Z to the Golden Years

Who is Nora?

Nora is a young, tech-enthusiast, craving the latest up-to-date devices and prefers high quality and gadgets over affordability. She prefers self-service channels for dealing with device-related matters and is savvy when interacting with the myOperator app. Nora goes there to pay her bill, troubleshoot her device and check out new offers – like VAS or new accessories.

Nora’s device-related story

Nora just bought a new device and is excited to try out its features, but she runs into an issue connecting to Wi-Fi. Expecting she might need to visit a retail store or file a warranty claim, she opens the myOperator app to troubleshoot. There, a GenAI-powered assistant engages her and guides her through a quick diagnostic check, which identifies a settings misconfiguration rather than a hardware fault. With step-by-step support, Nora resolves the issue on her own within minutes without any need for a store visit or claim. Nora feels empowered: the technology anticipated her needs, respected her independence, and helped her resolve the issue effortlessly — all without needing to speak to go to retail or call customer support.

Who is Jeff?

Jeff is in his mid-30s, a married family man who has two children and works a 9-5 job, with a lot of expenses to consider. He likes sometimes going into the store to handle matters, but can also do remote service if need be. He is often looking for good deals to be more cost-effective.

Jeff’s device-related story

Jeff is a long-time customer of mobile operator Blue, but has a home cable package with Red and uses Red’s mobile app to pay for his cable package. When he opens the app to pay, he’s engaged by the chatbot, which is driven by GenAI. The chatbot asks Jeff questions about his device performance and gauges sentiment. It then offers Jeff to run some tests and give him feedback on how to optimize performance. Diagnostic test results come back indicating the device is likely two years old at least. Supported by a recommendations engine, the chatbot offers Jeff a new TV and mobile bundle package, which includes a new device for he and his wife with a trade-in. Jeff is given a financial credit for his old device he can use with the operator.

Jeff accepts the offer only for he and his wife on the mobile app and visits the retail outlet with his family on a Saturday to complete the transaction. The rep has a record in the system of his trade-in offer and runs a comprehensive digital diagnostic test only for Jeff’s wife’s device to accurately capture a value. Jeff and wife receive their brand new devices and a new postpaid contract, for which Jeff chooses to use his old device credit to help finance.

Jeff walks away feeling smart about the deal: The process honored his budget, respected his time, and gave his whole family a meaningful upgrade, seamlessly across digital and retail channels.

Who is Sloane?

Sloane is an on-the-go businesswoman who is constantly traveling around the country for work. She has a new mobile device that she uses for work a lot – an iPhone 16 Pro she’s had for about two months. She tends to air on the side of caution a lot with her device and takes good care of it.

Sloane’s device-related story

Sloane receives a notification from the mobile app if she’d like to run a quick device health check to make sure everything is running smoothly. She opens the app and is greeted by GenAI, which converses with Sloane and then triggers the device health check. Results show everything is functioning well on the device and that the device is an iPhone 16. Judging by the device’s age and model, the GenAI feature then explains the cost of repairing the device, asking if she would like to get an insurance quote. Sloane agrees, but past the traditional, safe 30-day enrollment period.

However, the GenAI program is able to execute a remote assessment, supplementing the diagnostic health check info with a cosmetic test, executed by using computer vision to analyze the device’s exterior condition in a mirror. Sloane receives a quote on the objective evaluation and accepts, completing the transaction via the myOperator app.

Sloane stays focused on her work, knowing her device is protected: GenAI made the process proactive, precise and perfectly timed, even beyond traditional coverage windows.

Who is Walter

Walter is a retired 71-year-old who has been with the same telco for over 15 years. He’s not a digital native and doesn’t feel fully comfortable navigating digital-only environments. He prefers in-store service for major decisions, but uses SMS and occasional operator calls for updates. Walter values service quality and personal interaction above deals.

Walter’s device-related story

One afternoon, Walter notices his phone is running slower than usual. Unsure of what’s wrong, he opens the myOperator app and is met by a GenAI-powered assistant, who greets him warmly and offers to run a quick health check on the device. Walter follows the prompts and completes the diagnostic, which indicates a memory issue and suggests a few steps to optimize performance.

Walter tries the suggestions, but still feels unsure. The GenAI assistant offers to escalate to a live agent. With one tap, the call is initiated. On the line, a customer support agent has full visibility of the GenAI session history and diagnostic results, saving Walter from repeating himself.

The agent takes time to walk Walter through final steps — including clearing old apps and updating the system. Walter’s phone is back to normal, and he receives a follow-up SMS with a summary of the fix and a reminder on how to request future help.

Walter feels reassured: the tech gave him confidence to start solving the problem, but the human connection closed the loop.