Set to launch in 2025, IntentCX will be integrated into T-Mobile’s operations and transaction systems to improve customer experiences including helping service representatives to support customer interactions.
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“OpenAI’s technology knowhow and T-Mobile’s customer savvy are coming together in this unique collaboration, using the potential of intent-driven AI to unlock a world of possibilities that will completely revolutionise how customer love is delivered across our industry – and beyond,” said Mike Sievert, CEO of T-Mobile.
“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.”
Announced at T-Mobile’s Capital Markets Day event in San Francisco, the two companies view IntentCX as a means to change how customers are cared for.
IntentCX is billed as a predictive platform, leveraging T-Mobile data and OpenAI technology to work out customer intent and sentiment in real-time.
T-Mobile will be able to leverage OpenAI’s newest models to power IntentCX — the newest of which is o1, a series of AI models with advanced reasoning capabilities, enabling it to handle more complex queries.
T-Mobile is actively testing IntentCX behind closed doors, with plans to fully launch it in 2025.
Beyond the customer-focused platform, T-Mobile will collaborate with OpenAI to develop additional AI-enabled services and tools as part of a multi-year agreement.
The agreement provides the telco access to OpenAI’s research and development team who will work with T-Mobile’s own AI team.
“T-Mobile deeply understands how to delight customers, and is driven to deliver better, more personalised solutions,” said Sam Altman, CEO of OpenAI. “We’re thrilled to partner with them to build faster, more intuitive, and accessible experiences for millions of people.”
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