--- title: "AI agents in telecommunications: contracts and SIM swaps" url: https://knowyouragent.ch/en/enterprise/telecommunications lang: en updated: 2026-10-17 license: © Innopulse Consulting GmbH --- # AI agents in telecommunications: contracts and SIM swaps Telecom providers are among the first to see customers' agents knocking: plan switches, cancellations, billing questions. Some actions are harmless; others, such as a SIM swap, open fraudsters' access to the customer's accounts. [Leutrim Miftaraj](https://knowyouragent.ch/en/about/leutrim-miftaraj), Founder, Innopulse Consulting GmbH Published 17 October 2026 ## Key points - Agents switch plans, cancel contracts and handle customer service requests at telecom providers. - SIM swapping is a high-risk action and needs strong confirmation by the customer. - Providers verify mandates per action and inform customers about every change. ## Starting point Customers have agents look for cheaper plans, switch contracts, check bills and resolve customer service issues. Providers deploy their own agents in customer service. Particularly sensitive is replacing the SIM card: whoever triggers it fraudulently receives the codes the customer uses to sign in to banks and services. ## Typical scenarios - **Plan switch:** a customer's agent switches to a cheaper plan with the same provider. - **Cancellation and provider switch:** the agent cancels on time and initiates number porting. - **SIM swap:** a new SIM card or eSIM is requested, for example after losing the device. - **Customer service:** the agent resolves billing questions and requests credits after outages. ## What must be verified Providers verify per action whether the customer's mandate allows it and is bound to the acting agent. For a SIM swap, a mandate alone is not enough: it should require a fresh, strong confirmation by the customer, for example with a [passkey](https://knowyouragent.ch/en/knowledge/glossary/passkeys), and be announced through a second channel. Every change is communicated to the customer so she spots abuse immediately. ## Legal framework In the EU, the European Electronic Communications Code governs, among other things, switching providers and number portability. In Switzerland, the Telecommunications Act and the rules on identifying customers for mobile contracts apply. For agents, this means switches and cancellations are generally possible on someone's behalf, but identifying the customer for sensitive actions remains the provider's duty. ## First steps in 30 days - Week 1: classify actions by risk: information, plan switches, cancellations, SIM swaps. - Week 2: define the evidence for each level; for SIM swaps, additionally a strong confirmation by the customer. - Week 3: verify mandates and inform customers about every change. - Week 4: keep receipts and analyze denied attempts. ## Typical mistakes - The SIM swap is carried out after a conversation with an agent without strong confirmation by the customer. - Customers do not learn of changes an agent made in their name. - The provider's agents grant credits without limits and without a decision. ## Frequently asked questions ### May an AI agent switch or cancel my mobile contract? If you authorize it and the provider allows it. The mandate defines which actions are allowed, such as plan switches with the same provider. ### Why is a SIM swap especially risky? Because whoever controls the SIM card receives confirmation codes for banks and other services. Fraudsters use this for account takeovers. ### Is a mandate enough for a SIM swap? No. A SIM swap should additionally require a fresh, strong confirmation by the customer, for example with a passkey, and be announced through a second channel. ### What applies to switching providers with number porting? The number porting rules also apply to switches by agents. The provider checks whether the customer ordered the switch. ### What does KYA verify for telecom providers? Mandate, binding to the agent, scope and revocation, and decision and receipt. Identifying the customer for a SIM swap remains the provider's responsibility. ### Can an agent activate an eSIM? This is a variant of the SIM swap with the same risk. It should require the same strong confirmation by the customer. ### What applies to business customers with many lines? Companies can give their agents mandates for line management. Sensitive actions such as SIM swaps stay tied to confirmation by a responsible person. ### May agents book roaming options? If the mandate allows it and sets a cost limit. Roaming can quickly become expensive and therefore belongs explicitly within the scope. General information, not legal advice. The statutes and the circumstances of each case are decisive. ## Sources - Richtlinie (EU) 2018/1972 (Europäischer Kodex für die elektronische Kommunikation): [https://eur-lex.europa.eu/eli/dir/2018/1972/oj](https://eur-lex.europa.eu/eli/dir/2018/1972/oj) - Fernmeldegesetz (FMG, Schweiz): [https://www.fedlex.admin.ch/eli/cc/1997/2187_2187_2187/de](https://www.fedlex.admin.ch/eli/cc/1997/2187_2187_2187/de) --- Quelle: https://knowyouragent.ch/en/enterprise/telecommunications · KYA – Know Your Agent