T-Mobile Injects AI Into Customer Service Light Reading

T-Mobile is accelerating automation of its customer service operations by deploying Tupl's Automated Customer Care Resolution (ACCR) tool, which utilizes artificial intelligence and machine learning capabilities to speed response time on customers' help tickets. ACCR is one of several AI troubleshooting tools Tupl developed under the TuplOS platform; the ACCR tool expedites customer service cases by providing customer care representatives with detailed cause reports and technical resolutions. According to the announcement, the ACCR tool is "100 times faster and up to 4 times more accurate than legacy resolution methodologies, providing automation levels around 90%." (See Tupl Deploys AI Technology With T-Mobile US.) "Tupl's tool has enabled us to respond to our customers much faster on technical issues," says Brian King, T-Mobile's SVP of technology service delivery and operations, in the release. Tupl Founder and CTO Pablo Tapia says that in legacy systems a series of customer service reps, engineers and technicians may use over six different systems to identify the source of a customer issue once a ticket is opened. Tupl conducted several trials to measure ACCR's performance and determined the tool cuts ticket processing time down from several hours to less than an hour.