‘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.
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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 ...