What if your ISP's support was instantaneous, 24/7 and could even anticipate problems before they occur? Thanks to AI, internet services just got smarter. Where chatbots don't simply spit out FAQs, they may soon be running your entire connection and doing a good job at it too.

Meet your new internet assistant

Imagine your Wi-Fi cuts out and an AI internet assistant immediately recognises the issue, walks you through a solution, or even remotely restarts your router, while making a joke about your 3 AM gaming session or Netflix binge session. This is not a far-off fantasy. eSelf confirmed that many leading companies in the tech space incorporate AI in their customer service strategies, these include Amazon, Apple, Microsoft, IBM, Salesforce and others.

How does it work?

Natural language processing (NLP): AI such as ChatGPT can comprehend sloppy human requests ("my internet's dead, pls help") and reply correctly.

Predictive maintenance: AI will recognize patterns (like peak-hour overload) from network data and adjust bandwidth before you even notice lag.

Automated troubleshooting: Forget "turn it off and on again", AI might perform diagnostics, examine line stability, and even book a technician if necessary.

The pros and the cons you need to know

Pros: How AI could change the game for ISPs

Around the clock client support: Say goodbye to the "our office hours are..." norm. AI doesn't sleep (or take tea breaks).

Quicker reaction time: AI can retrieve your account history, run remote tests on your line, and resolve problems within minutes.

Reduced costs for ISPs: Less client support agents means lower operational costs.

Increased network support and optimisation: iAfrica shared that local big players such as Vodacom South Africa, for example, uses AI to balance 5G network loads, ensuring high-speed connectivity during peak hours.

Cons: The glitches in the matrix

Complicated problems - Such as a fibre line damaged by construction workers still require human intervention and a technician (from Vuma, Openserve and the likes) to come on site.

Privacy issues: Will customers feel comfortable giving an AI access to their network information?

Over-promising: If AI cannot deliver, it might worsen a client's rage or frustration ("the bot said my ping would improve, liar").

Timeline: When might this strike South Africa?

2025: AI chatbots that are simple are getting smarter, handling 60% of typical questions.

2026–2027: Fully integrated AI could manage dynamic bandwidth allocation and outage predictions. Microsoft claims that nearly two-thirds of telecom providers currently use AI to enhance customer experience, with projections stating this figure could soar to 90% by 2027.

Post 2030: Fully autonomous ISPs? Possibly - but expect hybrid models (AI and human oversight) for decades. CXNetwork predicts that AI and human agents will be working together so seamlessly that clients might not be able to distinguish between them.

How this will affect ISPs like Afrihost and consumers

Competitive edge: Introducing AI client assistance could attract tech-savvy users tired of long queues and hold times.

New services: Envision AI-optimized packages: "Hey ChatGPT, prioritise my work calls over my child's TikTok streams".

Risks: If competitors implement AI more quickly, customer expectations may change overnight.

Forbes states that this is a win-win for both ISPs and for you as a client as AI transforms customer service from reactive to proactive.

The big question

Would you rely on an AI to fix your internet issues? Or is "speaking with a real person" a deal-breaker? One thing's for sure, the future of ISP support is moving towards automation, ready or not.