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.”
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