‘There Were a Lot of Naysayers’: Half of T-Mobile’s Customer Calls Are Now AI — And That’s Just the Beginning

When T-Mobile first launched its AI chatbot, it disabled screenshots to avoid users posting negative critiques on Reddit.
SDxCentral

T-Mobile Customer Service Reps Use AWS to Predict Why You’re Calling

LAS VEGAS — T-Mobile has been directing more of its customer service calls to actual human beings. What a concept! And as a consequence, its Net Promoter Scores, which measure the likelihood to ...
PC Magazine

T-Mobile to Use ChatGPT Tech for AI-Powered Customer Support

T-Mobile will use technology from OpenAI to create an AI-powered customer support platform. The multi-year agreement is meant to “revolutionize” the customer experience for T-Mobile, the carrier ...
CNET

T-Mobile's New AI Service May Soon Handle Support and Make Account Changes for You

Eli covered the latest in the ever-changing worlds of telecom, streaming and sports. He previously worked as a technology reporter at USA Today. Like most companies in 2024, T-Mobile is jumping onto ...
Android Authority

T-Mobile customers believe their favorite support reps are now AI (Updated: T-Mobile denial)

A Reddit user recently suspected T-Mobile had introduced AI into its T-Force social media support team after seeing a “virtual agent” survey question. The customer said the support experience was good ...
Android Authority

T-Mobile thinks more AI is just what its customer service needs

T-Mobile has partnered with OpenAI to develop IntentCX, an AI platform for automating and enhancing customer service. IntentCX will leverage AI to provide personalized, proactive, and real-time ...