T-Mobile and OpenAI have announced a multi-year partnership aimed at transforming the customer experience and setting new standards for customer success across industries. They are developing an AI-driven decision-making platform known as IntentCX. This system will leverage T-Mobile's extensive expertise in customer care and OpenAI technology to transform how companies interact with customers by deeply understanding and responding to customer intent and sentiment in real-time.
“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 revolutionize how customer love is delivered across our industry – and beyond. 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,” said Mike Sievert, CEO of T-Mobile.
By accessing secure customer data, IntentCX can anticipate needs, resolve issues, and even take proactive actions on behalf of customers.
Launching in 2025, IntentCX will be integrated with T-Mobile’s operational and transaction platforms, enabling it to take real-time action based on billions of data points from customer interactions and experiences. IntentCX will draw from T-Mobile's award-winning Team of Experts (TEX) approach, boosting customer journeys by delivering tailored, AI-driven solutions.
“T-Mobile deeply understands how to delight customers, and is driven to deliver better, more personalized solutions. We’re thrilled to partner with them to build faster, more intuitive, and accessible experiences for millions of people,” said OpenAI CEO Sam Altman.
Moreover, the platform will offer personalized service based on deep customer insights, engaging in complex, multi-threaded conversations that retain context and offer solutions in multiple languages. IntentCX will also autonomously address customer needs with their consent, preemptively solving problems rather than just summarizing issues.
With the ability to manage thousands of conversations simultaneously, customers will receive faster, more efficient responses while benefiting from top-tier privacy and security measures.As T-Mobile and OpenAI tap into the latest AI models, the potential for IntentCX will grow, offering other customer-centric companies the chance to reshape their approach to customer engagement.
