Paid Program: Humanizing Customer Care

T-Mobile prides itself on being a disruptor in the world of wireless communications, always thinking creatively about the relationship it wants to have with its consumers. That includes the company's approach to using AI for customer service. Using the predictive capabilities of machine learning to improve customer service is a great example of AI augmenting human abilities. T-Mobile sees it as an opportunity to serve customers better and faster, benefiting not just the company and its service agents but also enriching the customer experience and creating stronger human-to-human connections. "Most industries have looked to use AI and machine learning to build more sophisticated Interactive Voice Response (IVR) systems and chatbots as a means to deflect for as long as possible the interaction between a human customer service agent and the customer," says Cody Sanford, executive vice president and chief information officer at T-Mobile.