AWS AI | T-Mobile

Using machine learning prediction functions to improve customer service is an excellent example of AI enhancing human abilities.T-Mobile is regarded as an opportunity to provide customers with quick and better services, and has enriched customer experience as well as the benefits of the company and its services.

Cody Sanford, Deputy President and Chief Information Officer of T-Mobile, said:"In most industries, a more sophisticated audio response device (IVR) system and chatbot are constructed using AI and machine learning as a means to avoid exchanges between customer service staff and customers as much as possible.I am "T-mobile turned over the paradigm.T-mobile customers prefer to talk to customer service staff who know themselves rather than talking to IVR or chatbot.With AI support, customer service representatives can quickly access the most suitable information for customer needs.

By providing information according to the situation in real time to the person in charge, you can guarantee the quick and accurate solution of each customer problem.To achieve this, T-Mobile has developed a natural language understanding machine learning model that extracts meaning from a huge amount of text data.The company's data includes not only requests from hundreds of thousands of customers a day, but also a knowledge repository, which can find customers' queries.Next, the machine learning model predicts which information is useful for specific customer needs, such as paying invoices and adding new telephone lines.After that, related content will be displayed for customer service representatives belonging to the expert team (TEX) group that regularly cooperates with customers and understands customers.