With the aim to incorporate AI, T-Mobile and Open AI have partnered up and created IntentCX, a new customer service system.
The cellphone provider and artificial intelligence research company have partnered on a multi-year data that will see the creation of the IntentCX customer service system and the data brought in from the program being shared with OpenAI. IntentCX will use the latest OpenAI artificial intelligence model, the O1 model.
How will IntentCX, created by T-Mobile and OpenAI work?
The IntentCX customer service system will work as a bot, as most help bots do on various websites. The difference between IntentCX and other bots lies in OpenAI‘s O1 model. T-Mobile claims that it will work to take action to help the customer in the best way possible.
“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,” said T-Mobile in a statement.
The idea behind IntentCX is to supply customers with an automated customer service system that works proactively to solve customers’ issues. If the customer service system functions as intended, customers should receive faster responses, personalized service that is engaging, and real-time decisions made according to customers’ needs.
Thanks to OpenAI, a customer service system like IntentCX is possible. The artificial intelligence from OpenAI should be able to handle those tasks and improve continually as it absorbs more data. Mike Sievert, the CEO of T-Mobile, said IntentCX could do more than traditional chatbots.
“IntentCX is much more than chatbots. 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,” Sievert said.
T-Mobile and OpenAI are currently testing intent CX, which, barring any delays, is set to launch in 2025.
The future of chatbots
“I think every management team in the world and every CEO is looking at what it can do with AI,” Sievert said to CNET.
In the case of T-Mobile and OpenAI’s partnership, incorporating artificial intelligence could signal a revolutionary change for chatbots. While chatbots could help with some fundamental issues, an AI-powered customer service chatbot could perform the more complex roles a customer typically needs a human to handle.
IntentCX will be directly integrated with what T-Mobile calls its “Team of Experts,” which will support the chatbot. While AI integration into chatbots could replace human customer service one day, T-Mobile will not be attempting this immediately.
