T-Mobile has entered into a multi-year agreement with OpenAI to develop an intent-driven, artificial intelligence (AI)-powered customer experience (CX) platform IntentCX.
Set to launch in 2025, the so-called ‘AI decisioning tool’ has been designed leverage secure access to the German mobile telecommunication company’s data and apply its insights to every customer interaction. Both companies claim that the service, named IntentCX, has been designed to resolve customers’ problems autonomously with their permission — a step beyond the usual application of AI in customer service as a purely assistive tool, said T-Mobile.
Some of that functionality appears to have been preserved in IntentCX: the tool is, after all, capable of being deployed to assist customer service representatives and deliver automated responses to select inquiries. However, it will also deliver real-time decision-making, meaning if a customer contacts T-Mobile about an issue, IntentCX is expected to analyse network and service data to provide an immediate solution.
Is IntentCX a new AI-driven approach to customer service?
Another key differentiator, according to its creators, lies in IntentCX’s scalability. Eventually, argues T-Mobile, IntentCX will allow the firm to manage thousands of conversations and hundreds of actions simultaneously, supporting faster, more efficient engagement with customer across the company.
“IntentCX is much more than chatbots,” said T-Mobile’s chief executive, Mike Sievert. “Our customers leave millions of clues about how they want to be treated through their real experiences and interactions, and now we’ll use that deep data to supercharge our Care team as they work to perfect customer journeys.”
The telecommunications firm was quick to add that its new AI-powered service would implement the highest levels of privacy controls on each of its interactions with customers. Testing of IntentCX, meanwhile, has already begun, with T-Mobile expecting to integrate the tool into its operations by 2025.
The platform’s potential is set to grow as T-Mobile gains access to OpenAI’s latest models, offering other customer-focused companies the opportunity to adopt this technology.
T-Mobile is not alone among telecoms firms in exploring AI applications within its business. In July this year, Vodafone announced its intention to spend £140m deploying a new generative AI chatbot across Europe. Named ‘SuperTOBi,’ the model was the latest generation of the telecoms firm’s TOBi chatbot used to respond to customer service inquiries. Similarly, Nokia introduced its purpose-built, conversational AI chatbot, based on the Nokia Language Model last year.
Read more: Will AI customer service kill the call centre?
