T-Mobile adopts Tupl’s AI technology to make its customer care better


T-Mobile is adding some new technology to its customer care arsenal.

Tupl announced today that T-Mobile is using its Automated Customer Care Resolution (ACCR) tool. The technology uses artificial intelligence (AI) to give T-Mobile customer care reps with detailed cause reports and technical resolutions so that the the reps more quickly help customers.

Tupl claims that its ACCR tool is 100 times faster and up to 4 times more accurate than other resolution methodologies.

Here’s what Brian King, T-Mobile SVP of Technology Service Delivery and Operations, said about adopting Tupl’s tech:

“At T-Mobile, we’re obsessed with the customer experience, and Tupl’s tool has enabled us to respond to our customers much faster on technical issues. Solutions like this help make T-Mobile #1 in customer satisfaction in US wireless.”

And here’s Petri Hautakangas, Tupl CEO, on today’s news:

“Our ACCR tool has enabled T-Mobile US to tackle the most complex technical issues through automation by AI. Benefits include a very high automation level, 100 times faster speed to response, and improved accuracy. Additionally, the results are 100% consistent, which would be otherwise impossible to achieve without our ACCR solution. Working with T-Mobile US has been a privilege, and we look forward to providing additional AI-based solutions that simplify the operations of the T-Mobile network.”

T-Mobile’s customer care has performed pretty well in the past, topping studies from the likes of J.D. Power and Nielsen. Now T-Mo is working to make its customer service even better using AI technology. It’ll be interesting to see how customers respond to this AI-enhanced support and how T-Mo fares in future customer care reports.

Source: Tupl

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  • steveb944

    Hopefully it ends redundant questions.

  • Fuuuuuuuuu

    I will still be pressing 000000000000000000000000000000000000000

    • Contradude

      I always laugh about people that do this. More and more IVR systems automatically hang up on you if you do this. I’d expect to see almost all of them start doing it in the next 5 years

  • Jake Fitzpatrick

    I have never had an issue getting through to someone to speak with. The phone IVR is clear, concise and easy.

    • enoch861

      This. I love how they give you an option to just say “Representative” and skip all the crap other companies make you sit through.

  • Trevnerdio

    “Most problems with your phone can be resolved by powering down the device, and powering it back up again”

    Will that fix my LG OLED problems, Mr. IVR?

    • Sayahh

      Or billing problems?

  • S Dot

    Was this written by an AI? “The technology uses artificial intelligence (AI) to **give T-Mobile customer care reps with detailed cause reports and technical resolutions** so that ***the the*** reps more quickly help customers.”

    • Acdc1a

      Phone Mutt has Alex spread pretty thin. This used to be an awesome site.

  • Joe2050

    You can never replace talking to a real human

  • Homero Garza

    AI is fake