How AT&T is Leveraging Machine Learning and Cloud-Based Services for Business

AT&T has also applied its virtual network applications to directly improve consumer relations. Using large-scale machine learning systems that pull data from contacts, chat, and customer service voice operations, the system learned how to make predictions about customer sentiment. AT&T is able to provide this big-data-based intelligence to managers and supervisors, who can look and monitor patterns to identify anomalies and ask a range of important questions, such as: 'Were my customers happy or not?' 'If we put them on hold, did that make them unhappy?' 'Did my agent solve their problem the first time?' 'Why did the customer call in the first place, and are they likely to call again?'