Prague, 2 December 2019 - T-Mobile has added a new boost to the infoline support team. Her name is Týna. The new virtual assistant can handle your billing enquiries just as expertly as a live assistant. She has a pleasant voice, she is always well tuned, and available to T-Mobile customers nonstop and without waiting.
Týna has been part of the team since September, but so far she has been learning and serving a limited number of customers to whom she answers questions related to billing items. She interacts with customers, asks questions, she is able to explain individual charged items, provides information on the due date of the bill or verifies whether the bill is paid. Upon request, She can send detailed billing information or deactivate products in the service portfolio that the customer does not want to use anymore.
Týna is gradually learning to address a wider range of requirements to serve more customers. Soon she will also be able to give advice on setting up the Internet connection or various devices. Customers can deal with simpler requirements whenever they like, outside of the working hours or at night. Týna will also serve her callers immediately. Customers will no longer have to wait for connections even during the peak hours when the traditional infoline is overloaded. In the case of more complicated questions or if the customer wishes, Týna will offer contact with a live assistant.
"This is not a voice machine. Týna is artificial intelligence - she really hears and understands what you say to her. He will advise you and provide the required information. On average, you will receive the answer or solution you need four times faster than waiting for a connection to a live assistant, ”explains Jiří Smetana, Customer Center Manager, Commercial Division, T-Mobile Czech Republic. With the launch of the virtual assistant, T-Mobile responds to the changes brought about by the digital era and new technologies. With the increasing number of customers and the breadth of services, it is necessary to start using modern tools to talk to and serve customers. The modernized My T-Mobile application, which, like a virtual assistant, simplifies the use of services and saves customers time, is already working successfully. "We believe Týna will be welcomed by the vast majority of our customers who are accustomed to addressing requests over the phone and those who prefer online access to service administration," adds J. Smetana.
Týna is currently deployed in pilot operation and the company expects to fully utilize all the proposed skills within one year. The virtual assistant project is part of T-Mobile's extensive digitalization concept. The company continually invests in innovative solutions, such as robotics of internal processes. Repetitive activities are done by software robots and people can do the more demanding work that customer care requires