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Experts said consumers may face reduced choices, slower customer service and possible service disruptions amid restructuring in the telecommunications sector, following plans by Keppel to improve efficiency at M1 through cost-cutting, AI automation and product rationalisation. The developments come after Keppel allowed a proposed merger between M1 and Simba Telecom to lapse following investigations into alleged regulatory breaches by Simba. Experts from universities and industry noted that restructuring could lead to longer wait times, reduced human support and fewer customised solutions as more customer interactions shift to AI and self-service channels. Centre Director of 5G & AIoT Centre and Deputy Director of SP’s School of Electrical & Electronic Engineering Mr Tan Chee Seng said consumers may worry that certain services could be discontinued if they no longer align with company priorities, while also raising concerns over network quality and service reliability. The article also quoted a lecturer from TP, who said clear and proactive communication would be crucial in maintaining consumer trust during restructuring. Ms Felicia Wee, Course Chair for the Diploma in Marketing course at TP’s School of Business added that clear and proactive communication would be crucial in maintaining consumer trust during restructuring.

[The Straits Times]