How AI Improves Customer Experiences in Telecom

While everyone's talking about AI replacing human agents, something more interesting is happening: technology and humans are forming a powerful partnership that's transforming customer experience. AI isn't stealing your agents' jobs – it's making them superheroes. At Callzilla - The Quality-First Contact Center, we've been implementing Agent Assist tools that give agents real-time support during customer interactions. The results speak for themselves: • Agent gets asked an impossible question? AI whispers the answer • Customer mentions an uncommon tech issue? Relevant articles appear automatically • Agent struggling to categorize the call? AI suggests the perfect reason code • About to make a mistake? AI catches it before it happens This creates a 'best of both worlds' scenario where technology handles routine tasks while agents focus on what humans do best: • empathy • genuine connection • creative problem-solving When to Automate vs. When to Humanize: • Let AI Handle: Repetitive tasks, basic info lookups, initial problem identification • Keep It Human: Complex problems, emotional situations, VIP customers who expect the red carpet treatment Pro tip: Give customers choice. Instead of forcing one path, ask: "We can have an agent available in 5 minutes, or you can chat with our AI assistant now who handles most issues. What works better for you?" Your tech should be: • Serving up answers faster than expected • Reducing agent cognitive load, not adding to it • Supporting natural conversation, not rigid scripts • Suggesting solutions, not just documenting problems AI doesn't replace your agents – it creates 'super agents' who resolve issues faster, with less effort, and greater accuracy. It's not about choosing between humans OR technology. It's about humans AND technology working together. The companies seeing the best results have figured out this perfect pairing – and their customers can't get enough. What's your experience with human-AI partnerships in CX?

T-Mobile and OpenAI have formed a partnership to “revolutionize” customer support. Here are three key points to know. ⓵ They are building a predictive platform called “IntentCX”. It will “use real-time data to understand customer intent, proactively solve pain points, and take action.” ⓶ The AI system will have “access to billions of data points from actual customer interactions” and will be “integrated into T-Mobile’s operations and transaction systems.” This will allow it to “proactively take next steps for customers.” ⓷ The press release indicates that IntentCX may one day be available to other companies. Specifically, it says: “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.” Additional Thoughts : ⮑ T-Mobile has the highest NPS score in the wireless industry. They are customer obsessed. Therefore, this is not simply an effort to reduce costs. This should genuinely improve customer experience. ⮑ Sam Altman recently said that OpenAI’s next big breakthrough will be AI “Agents.” Agents are generally understood to be capable of reasoning, making decisions, and taking actions. IntentCX appears to be a great use-case for AI Agents because it will be “integrated into T-Mobile’s operations and transaction systems.”  The press release is in the comments.

Telstra, Australia's leading telecommunications and technology company, is revolutionizing customer service with Azure OpenAI Service and Azure AI Search! 📡✨ 🌟 Key Takeaways: 🔹Elevated Customer Service: With Azure OpenAI, Telstra developed two groundbreaking tools, Ask Telstra and One Sentence Summary, enhancing speed and effectiveness in customer interactions. 🔹Impressive Results: Early rollouts show 90% of employees saving time and 20% reduction in follow-up contact. Plus, 84% of customer agents confirm improved customer interactions. 🔹Seamless Support: These AI tools are empowering Telstra agents to provide seamless support, making customers happier than ever! 🔥 Why It Matters: 🔹Faster Responses: Azure OpenAI and AI Search dramatically speed up information retrieval, enabling agents to assist customers more efficiently. 🔹Empowered Agents: These tools help new agents onboard faster and make seasoned agents more effective. 🔹 Customer Satisfaction: A win-win for both Telstra and its customers, improving overall experience and satisfaction. Read more: https://lnkd.in/e-DDDVeq #AzureAISearch #AzureOpenAI #GenerativeAI #Telecommunications