T-Mobile Partners with OpenAI to Revolutionize Customer Service with AI

T-Mobile and OpenAI Partner on AI-Powered Customer Service Platform | PYMNTS.com

Wireless provider T-Mobile has partnered with OpenAI to create an artificial intelligence (AI)-powered customer service platform that will be used by T-Mobile and will create a blueprint that can be used by companies in other industries. This collaboration brings together T-Mobile's customer relationship experience and OpenAI's AI technology, the companies said in a Wednesday (Sept. 18) press release. T-Mobile is already testing the IntentCX platform and plans to begin incorporating it into its business in 2025, according to the release. The company and OpenAI will also collaborate on other AI-enabled services and tools. "IntentCX is much more than chatbots," T-Mobile CEO Mike Sievert said in the release. "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." With access to T-Mobile data and training from the company's customer service team, IntentCX will be able to understand the customer, offer solutions to any issues, and act on their behalf, with their permission, according to the release. The platform will provide personalized service enabled by customer data, offer real engagement by understanding conversations and knowing the context, and take proactive action by being connected to T-Mobile's transaction and care systems, the release said. It will also provide real-time decisioning, faster responses, privacy and security, per the release. "T-Mobile deeply understands how to delight customers, and is driven to deliver better, more personalized solutions," OpenAI CEO Sam Altman said in the release. "We're thrilled to partner with them to build faster, more intuitive, and accessible experiences for millions of people." With their ability to handle high volumes of routine inquiries, AI chatbots are making significant strides in improving customer service efficiency, PYMNTS reported in June. Global payments network and shopping assistant Klarna said in May that its generative AI-powered chatbot fields two-thirds of the company's customer service chats. This has contributed to consumers resolving their issues in less than one-fifth the time it took previously and has taken on the labor of 700 full-time employees.

T-Mobile embraces AI tech by giving OpenAI customer data

T-Mobile has an answer for those frustrated by automated customer-service calls and it's not hiring more hotline workers. It wants to build a robust AI platform based on harvested customer data. The Bellevue-based telecom giant announced Wednesday it had reached a multi-year agreement with artificial intelligence firm OpenAI. The two companies plan to build IntentCX, an AI platform based on T-Mobile customer data. T-Mobile described the platform as "the first intent-driven AI-decisioning platform of its kind," in a news release Wednesday. Essentially that means IntentCX would prevent customers from straying away from the wireless network by predicting and resolving issues, as opposed to a standard chatbot or customer-service line giving them automated and generic options. The technology will plug into T-Mobile's T-Life app in 2025. T-Mobile said in a news release that it ultimately wants to funnel a majority of customer services through the app, which launched this year. The two companies weren't specific about all of the data they'd be harvesting. T-Mobile CEO Mike Sievert said Wednesday in a presentation for the company's Capital Markets Day that service-line data from customers who had defected would be included. Sievert said customers who abandoned T-Mobile's network left behind breadcrumbs of data in that OpenAI's technology can use to solve or prevent future problems. He conceded that T-Mobile and other companies already use automation in customer service but argued that AI can make personalized experiences for customers in "ways that humans could never do." "If you call us because you had a dropped call moments ago, AI can answer that call," Sievert said. T-Mobile's motive for the partnership with OpenAI to build IntentCX is to cut down on subscriber loses, the indicator of success for telecom companies. T-Mobile has a relatively low subscriber-churn rate, reporting the best in the industry in an earnings report in July. "Even our low churn results in millions of customers leaving T-Mobile," Sievert said. "Throwing their hands up after an accident chain, a set of things that we didn't get right." OpenAI is facing lawsuits for the data it uses to trains AI models, with news organizations like The New York Times suing the company for copyright infringement. But OpenAI CEO Sam Altman joined Sievert onstage to temper concerns over personal data. Altman said the company would not be using customer data to train its own products like ChatGPT. But he made it known OpenAI is in the business of creating products for other companies to use their troves of data. "Customers' data, that's their data. We can do custom models for you with that data," he said. "But this is not data that's improving the base OpenAI models." The relationship with OpenAI is part of a three-year plan announced by the company's leadership during its Capital Markets Day event in San Francisco. T-Mobile announced a four-way partnership with tech giant Nvidia, broadband internet provider Ericsson and telecom company Nokia. The four companies will pour money into a AI-powered radio access network innovation center based in Bellevue. Ericsson has an office next door to T-Mobile's Bellevue campus in the city's Factoria neighborhood. Radio access networks connect cellphones to the internet. T-Mobile's goal with the partnership is to increase internet speed with AI that adjusts network capacity based on where it's needed. T-Mobile didn't disclose the financial details of any of the partnerships. Though OpenAI is based in San Francisco, the company is getting closer in proximity to T-Mobile and one of its major financial backers, Microsoft. The Seattle Times reported in July that OpenAI was eyeing an office in the Puget Sound region and real estate industry sources said it had narrowed down the search to Bellevue. The company recently posted several open jobs on its site for roles on-site roles in the Seattle area, including one for a workplace operations manager in Bellevue.

T-Mobile and OpenAI Join Forces to Revolutionize the Customer Experience with First-Ever Intent-Driven Ai-Decisioning Platform

T-Mobile and OpenAI have forged a multi-year agreement that will revolutionize the customer experience and reset customer success benchmarks for companies around the world. Combining T-Mobile's deep expertise in cultivating customer relationships with OpenAI's cutting-edge AI technology knowledge and world-class research and development experts, the two companies are custom-building the first intent-driven AI-decisioning platform of its kind, called IntentCX. With secure access to T-Mobile data and its ability to comprehend customer intent and sentiment in real time, IntentCX will have the ability to apply meaningful understanding and knowledge of the customer to every interaction, offer solutions to resolve issues and even take proactive actions on their behalf. The initial goal is to apply the most advanced technology and business processes, to maximize the success of every customer's journey with T-Mobile, and in the process, create a blueprint applicable across industries. Set to launch in 2025, IntentCX is a meaningful leap ahead of the limited capabilities of today's customer experience GenAI and NBA or 'next best action' solutions. Because those solutions are rules-based and work from a finite set of data, and a fixed library of customer treatment options, they can only offer an educated guess at the solution for a customer, and then have limited ability to actually take action. IntentCX will be trained in T-Mobile's approach to Customer Care by its best-in-class Team of Experts (TEX) business process and have access to billions of data points from actual customer interactions, including their real-time experience within the network and on services like T-Life. And because it will be integrated into T-Mobile's operations and transaction systems, it can proactively take next steps for customers. IntentCX will deliver: Personalized service: Using knowledge from real customer data and the TEX's team's team's award-winning service approach to respond to and solve customer pain points. eventually, this technology could also offer other customer-obsessed companies worldwide the same opportunity to transform their approach to customer engagement, as the technology and business processes being created by this partnership have broad applications across customer-serving industries. T-Mobile is actively testing use of IntentCX to incorporate it into its business operations and plans to begin implementing it in 2025. In addition, T-Mobile and OpenAI will collaborate on developing additional AI-enabled services and tools into the future as part of their multi-year agreement. It will also have access to OpenAI's leading research and development team who will work side-by-side with T-Mobile's AI team providing custom support to optimize the models and help evolve T-Mobile's platform to better serve customers across all touch points. This is all about improving the customer journey for every customer, informed by a deep understanding of data across multiple data domains.

OpenAI Partners with T-Mobile to Build AI Agents for Customer Service

T-Mobile announced a multi-year partnership with OpenAI at its investor day in San Francisco, to create AI agents for a customer service platform called IntentCX. This collaboration aims to enhance customer experiences using generative AI. The new platform, which leverages OpenAI's APIs and its latest o1 model, is already showing potential in analysing customer care transcripts to identify areas for improvement. T-Mobile is currently testing IntentCX and plans to roll it out next year. "IntentCX is much more than chatbots," said T-Mobile CEO 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 team as they work to perfect customer journeys." OpenAI CEO Sam Altman emphasised that the o1 model, still in its early stages, will significantly improve in the coming years. "Even in the coming months, you'll see it get a lot better as we move from o1-preview to o1," Altman stated during T-Mobile's Capital Markets Day event. Additionally, NVIDIA CEO Jensen Huang highlighted a collaboration aimed at integrating AI into wireless networks, stating, "We will extend AI traffic to wireless networks and use AI to reinvent wireless communications."

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 announced on Wednesday. The two companies will develop a custom platform using the latest OpenAI models and T-Mobile customer data. The resulting "IntentCX" platform is meant to offer a major upgrade over more traditional AI customer support, which usually limit their responses to a finite number of rule-based options, T-Mobile CEO Mike Sievert said at a Wednesday investors event. Instead, IntentCX promises to act more like OpenAI's ChatGPT, making T-Mobile's offering significantly smarter and more capable than the average customer support bot. Expect the resulting chatbot to comprehend "complex, multi-threaded conversations" in multiple languages, and even execute tasks by itself with the customer's permission. "This is one of our most important partnerships, but we hope it inspires a lot of other people to see like what you can do for customers with AI," OpenAI CEO Sam Altman said during the T-Mobile's event. "I think this will just be a tremendous new landmark step forward." To build IntentCX, T-Mobile plans on letting the program access "billions of data points from actual customer interactions, including their real-time experience within the network and on services like T-Life," the company's dedicated mobile app for customer benefits. IntentCX will also be integrated into T-Mobile's operations and transaction system, enabling it to take actions on user accounts, including solving any customer problems. As an example, the carrier pointed out: "If a customer contacts T-Mobile about an issue with T-Mobile's network or service, IntentCX will analyze T-Mobile's network and service data in real-time and provide a solution that's appropriate to the moment. This is an unprecedented approach to customer journey management." T-Mobile says it's already been harnessing its own network data and AI to understand what factors can lead to customer complaints or defections to other carriers. This includes examining cell signal issues and billing problems, which can trigger the company to implement changes. Sievert noted that the company's customer support centers used to receive 3 million calls per week. But these "customer contacts" are down by as much as 75% since 202, he said. Despite the benefits of using AI, the development of IntentCX may raise concerns about privacy, along with fears about AI replacing human workers. Today, T-Mobile's CEO said no customer data will be used to train other AI models at OpenAI. Another T-Mobile executive noted the company plans on better staffing its stores, although the carrier also wants to push more customers to T-Mobile digital platforms over time. T-Mobile is now testing IntentCX with the aim of launching it for customers next year. But IntentCX is also meant to go beyond the carrier, becoming a potential blueprint for how other companies can deploy OpenAI's technology for customer support.

T-Mobile to Supply OpenAI With Customer Data to Boost User Experience

T-Mobile International is partnering with OpenAI to make its customer experience more efficient through a new intent driven artificial-intelligence decision platform called IntentCX. The telecommunications giant's said on Wednesday that through its multi-year agreement with OpenAI, IntentCX will apply its understanding and knowledge of each customer to every interaction, offer solutions to resolve issues and take proactive actions on their behalf. The AI-technology platform, which will be integrated into T-Mobile's operations and transaction systems, is expected to get under way in 2025. T-Mobile and OpenAI will also collaborate on developing additional AI-enabled services and tools into the future as part of their agreement. Write to Sabela Ojea at sabela.ojea@wsj.com; @sabelaojeaguix

T-Mobile and OpenAI team up to create AI-driven customer care By Investing.com

SAN FRANCISCO - T-Mobile (NASDAQ: TMUS) and OpenAI have announced a multi-year partnership to develop an AI-based customer service platform, IntentCX, slated for launch in 2025. This collaboration aims to enhance the customer experience by using real-time data to understand customer intent and proactively address their needs. IntentCX represents an advancement over current customer experience technologies, which are largely rules-based and rely on a limited set of data. The new platform will leverage T-Mobile's award-winning customer care approach and OpenAI's AI expertise to deliver personalized service and real-time decision-making capabilities. The platform will be capable of managing multiple conversations and actions simultaneously, promising faster and more efficient service for T-Mobile's customers. It will also feature the highest level of privacy and security measures across all transactions. T-Mobile's CEO, Mike Sievert, emphasized that IntentCX is more than just chatbots; it's a deep data-driven approach to enhance the customer journey. OpenAI's CEO, Sam Altman, expressed enthusiasm for the partnership, highlighting the shared goal of creating intuitive and accessible experiences for millions. This initiative is expected to not only transform T-Mobile's operations but also set a new standard for customer engagement that could be adopted by other customer-focused industries worldwide. The partnership also includes plans for future AI-enabled services and tools, with OpenAI's research and development team working closely with T-Mobile to optimize the AI models and evolve the platform. This information is based on a press release statement from T-Mobile and OpenAI. In other recent news, T-Mobile US (NASDAQ:TMUS) has been the subject of several noteworthy developments. The company has retained its Buy rating from TD Cowen, with a focus on key areas such as its convergence strategy, capital allocation plans, and expansion into rural and enterprise markets. In addition, T-Mobile's CFO, Peter Osvaldik, has secured his position until 2026, as disclosed in a recent 8-K filing with the Securities and Exchange Commission. KeyBanc Capital Markets has also shown confidence in T-Mobile, raising its price target on the stock while incorporating recent acquisitions into their financial model. The company has also faced a record $60 million fine by the Committee on Foreign Investment in the United States due to non-compliance during its acquisition of Sprint Corp. T-Mobile has introduced new Google (NASDAQ:GOOGL) Pixel deals and devices, offering promotional offers to both new and existing customers. Furthermore, the telecom giant reported strong second-quarter results, with a 4% increase in service revenues to approximately $16.4 billion, and a 9% rise in Adjusted EBITDA to nearly $8.1 billion. These recent developments have painted a picture of a company navigating challenges while exploring new avenues for growth. T-Mobile (NASDAQ: TMUS) is forging ahead with technological advancements, as demonstrated by their latest collaboration with OpenAI. As they prepare to launch the AI-driven customer service platform IntentCX, let's delve into some key financial metrics and InvestingPro Tips that highlight the company's current market position and performance: InvestingPro Data reveals that T-Mobile boasts a substantial market capitalization of $234.94 billion, reflecting its significant presence in the industry. The company's P/E ratio stands at 24.88, with an adjusted P/E ratio for the last twelve months as of Q2 2024 at 22.81, indicating a lower price relative to near-term earnings growth. Furthermore, T-Mobile's revenue growth for the last twelve months as of Q2 2024 is 0.66%, with a more robust quarterly revenue growth of 3.0% for Q2 2024. These figures underscore T-Mobile's steady growth trajectory. An InvestingPro Tip worth noting is T-Mobile's perfect Piotroski Score of 9, which suggests strong financial health and operational efficiency. Another tip points out that the stock generally trades with low price volatility, which could be appealing for investors seeking stability in their portfolio. This information is particularly relevant considering T-Mobile's ongoing initiatives to enhance customer service through AI, which could further solidify its market position. For readers looking for additional insights, there are more InvestingPro Tips available, including analysis on the company's industry standing, profitability, and stock performance trends. Visit InvestingPro for a comprehensive list of tips that can guide investment decisions related to T-Mobile.

T-Mobile sees Nvidia, OpenAI deals boosting Ebitda to $39B

T-Mobile US Inc. outlined its growth ambitions for the next three years on Wednesday, forecasting higher profit fueled by customer gains and enhanced by new technologies, including artificial intelligence. The big three US telecommunications companies are locked in a heated battle to keep customers from switching to rival platforms while also finding new subscribers. T-Mobile, the second-biggest US mobile carrier, is teaming up with OpenAI on a new platform, called IntentCX, to deliver faster and more personalized customer service. By accessing consumer data, IntentCX will be able to apply meaningful understanding and knowledge of every customer to resolve issues and take proactive actions on their behalf, T-Mobile said. Through the partnership, T-Mobile will have access to OpenAI's new 01 reasoning models, which are designed to spend more time thinking before they respond. The technology will be particularly powerful in analyzing call transcripts and able to identify irritants that can be better solved to improve the customer experience. "One of the many things we're excited about for this new generation of models is what we can do for personalization -- for the individual user or customer -- and what we can do for integration," said Sam Altman, CEO of OpenAI, speaking on stage at T-Mobile's capital markets presentation. "Where these models can look at a huge amount of data, use a huge amount of tools and deliver these hopefully fairly magical experiences." T-Mobile also announced a collaboration with Nvidia Corp., Ericsson and Nokia Oyj, to design mobile networks with AI, bringing more advanced capabilities to radio access networks. The companies are investing in a AI-RAN innovation center in Bellevue, Washington. AI-RAN will dramatically improve customers' experiences, the company said, and satisfy an ever-growing demand for faster speeds, reduced latency and increased reliability for the latest gaming, video, social media and augmented reality applications on mobile devices. AI-RAN will use billions of data points to make algorithms that can determine the optimal network adjustments needed for maximum performance, T-Mobile said. Speaking at the event, Jensen Huang, CEO of Nvidia, said, "we all saw the same opportunity to reinvent telecommunications with the fundamental technologies that's reinventing one of the largest industries in the world, which is computing. This underlying technology will unquestionably revolutionize every industry." He said "this is going to be a great new growth opportunity for the telecommunications industry." Chief Executive Officer Mike Sievert outlined the company's financial targets. T-Mobile expects to increase earnings before interest, taxes, depreciation and amortization up to $39 billion by 2027. Service revenue is expected to increase at a compound annual growth rate of about 5% from 2023 to 2027, to as much as $76 billion. That will boost annualized Ebitda by about $10 billion over that time frame. Adjusted free cash flow is expected to be $18 to $19 billion in 2027. The company also announced a 35% increase in its dividend, to 88 cents a share. Shares of T-Mobile, which hit an all-time this week, fell as much as 2.8% to $197.05 after the forecast, suggesting the outlook may have disappointed some investors. T-Mobile also unveiled a new program to prioritize first responders and ensure they get lower latency and faster, more consistent 5G speeds especially in times of extreme network congestion. First responders are increasingly dependent on cellular communications and data-intensive tools such as drones and artificial reality to fuel new tools for emergency situations. But during crises, network congestion can bog down critical communications. The new product will ensure faster speeds for data-intensive communications tools by giving first responders their own slice of the network.

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

Expertise 5G | Mobile networks | Wireless carriers | Phones | Tablets | Streaming devices | Streaming platforms | Mobile | Console gaming Like most companies in 2024, T-Mobile is jumping onto the AI train. On Wednesday, the carrier announced that it has a new partnership with ChatGPT-creator OpenAI to create a new "IntentCX" offering that will use artificial intelligence to change how it offers support. This new option not only plans to interact with customers as a bot, but the carrier also claims it will "even take proactive actions on their behalf." Since it's integrated with T-Mobile's transaction systems, it'll be able to make proactive recommendations and, with permission, even proceed with making changes or purchases. For example, if someone reaches out about a network issue, the AI product will be able to look at the network conditions in the user's area to try and diagnose if the issue is with the carrier or the user's device. With access to the user's customer data, it can identify whether the person making the complaint has an older device that doesn't support the newer technology T-Mobile has introduced for a better connection. If the customer's phone happens to be older, the AI can then let them know if it has been paid off, offer a deal on a new device and, if the user has given permission, go ahead and make the purchase. "I think every management team in the world and every CEO is looking at what it can do with AI," Mike Sievert, T-Mobile's CEO, tells CNET. He notes that while many companies have deployed AI into customer service and support roles (something that T-Mobile has done as well), "our thought is that there's a bigger opportunity here." Sievert notes that the company has access to "billions and billions of data points that our network produces about your lived experience on our network, the data points about billing and what has gone on with your billing relationship, the data points about your interactions with us, when you call us, when you stopped in the store, how you interacted with the app, and every other data point we can get our hands on." With this data, it can train its AIs to create more personalized experiences that can address customers' more individualized issues. T-Mobile, he says, is taking "a different approach that's not having just bots answer the phone or summarizing data for customer service reps." The new system is "a rethink of how to create a world-class customer experience, customer by customer by customer, informed by the data about what will make that experience truly great for you individually." The company says that its new system will support multiple languages, handle "multi-threaded conversations" and track the "previous context" of interactions, which should simplify the support process when you have multiple interactions about the same issue. The AI offering will be integrated with T-Mobile's customer support team, which the carrier calls its "Team of Experts." The company says the system will be "trained in T-Mobile's award-winning approach" to support and be integrated into its T-Life app that offers T-Mobile Tuesday and "Magenta Status" perks. The app has become the company's centralized location for managing its platforms like its home internet service. While T-Mobile is collaborating with OpenAI to develop the model using OpenAI's APIs, both OpenAI and the carrier stress that T-Mobile's data will not be used to train other OpenAI models. The AI product will be rolled out in phases over the coming years, with the first implementations starting next year. Sievert says that with this AI tool, T-Mobile aims to reduce the customer connections between users and its human support staff by 75% by 2027 compared to its 2022 numbers. It also aims to have "100%" of its phone upgrades and half of its new customer activations done digitally. The end goal, Sievert says, is to transform T-Mobile into a "deeply data-informed, AI-enabled digital-first company." With AI being the buzzword of 2024, there's been lots of discussion about whether this technology will eventually replace some of the jobs done by humans today. When it comes to T-Mobile's new implementation, Sievert doesn't shy away from the fact that it eventually will. "I think it's going to replace the more rote, repetitive tasks that today we conduct, principally offshore," Sievert says. The agents who are domestic, that work in T-Mobile's Team of Experts support centers around the country, "are the place where you have the more highly trained experts able to parse more complex problems, able to, you know, [use] the native language [to] convey the proper listening empathy and problem solving skills, and those [jobs] will always be necessary." There are no immediate plans for layoffs at its US-based customer support centers, Sievert says, though he notes that those jobs may eventually shift into more sales-like positions that the company calls "virtual retail assist." "If you're in our app and you want help because you have questions that you just like to talk to the person about, we're able to engage immediately through virtual retail," he says. "And we've already retrained quite a few people to do that across several of our centers." As device upgrades similarly get digitized, the carrier will also do away with some of its physical retail stores, particularly those owned and run by third-party resellers. "Our sense is that over time, we will have fewer stores that are better staffed by more experienced people and that are more company-owned."

T-Mobile Wants More AI Chatbots in Customer Support

Google Wants to Send Free Gemini Advanced Trials to Your Friends -- But Is the Upgrade Worth It? T-Mobile has announced a partnership with OpenAI to develop IntentCX, an AI-driven way to handle customer service interactions. It's set to launch in 2025, but IntentCX is supposed to go beyond the capabilities of current AI chatbots. The technology will be trained on billions of data points from past customer interactions, including real-time network and service experiences. While T-Mobile claimed this technology has benefits, like faster responses and improved customer satisfaction, the use of extensive customer data raises concerns. You've probably heard the "used for training purposes" line in customer support calls, but now that might be used for training AI, too. This new AI feature is supposed to leverage T-Mobile's extensive customer interaction data with OpenAI. IntentCX will provide service and solutions, engage in complex conversations across languages, and even take proactive actions on behalf of customers. It will even be able to connect directly to T-Mobile's operational systems to address customer needs preemptively. AI taking "preemptive and proactive actions on behalf of customers can lead to issues. While T-Mobile says this will be done with customer permission, it never clarifies the extent of control customers will have over these actions. The potential for AI to misinterpret customer intent or provide inaccurate information is always a real concern because AI isn't perfect and makes mistakes often. Humans make mistakes, too, but they have accountability, and AI messing up doesn't lead to it being punished. While T-Mobile claims that IntentCX will be trained on "award-winning" customer service approaches, the complexities of human interaction could lead to misunderstandings and frustrating customer experiences. What's worse is that carriers, including T-Mobile, have a history of data breaches and leaks. This raises questions about the security and ethical implications of using even more customer data to power AI systems. A human can't be hacked into exposing sensitive customer information, but there is a chance the AI can give information to the wrong person. T-Mobile will collaborate with Open AI to develop additional AI-enabled services and tools. It isn't stated if the companies are using T-Mobile customer information just for customer service, or whether personal data is going toward helping the AI company outside of the customer service realm. Source: Business Wire