T‑Mobile began introducing Sprinklr in the first quarter, when approximately 80 employees were using it. Live chat teams were the first to test the platform, followed by sales-call teams and employees contacting potential customers who had submitted enquiries through the website. Since around mid-July, the entire customer service centre has been using the platform, with more than 500 employees now having access to it. Additional specialist teams, including technical support and the complaints department, are expected to join in the coming weeks.
Initial results show that the AI assistant can significantly speed up communication. According to internal data, the time needed to resolve certain requests via live chat can be reduced from 38 minutes to as little as 10 minutes. In three out of four evaluated cases, customer support employees said that the information retrieved was useful and could either be used directly or adapted for their response to the customer.
“Our goal is to ensure that customers receive the right answer in the simplest possible way. AI helps employees quickly identify what the customer needs and find the necessary information, including relevant context from previous interactions. However, it is still a person who assesses the situation and communicates with the customer. The technology is designed to provide employees with better information and give them more space to focus on resolving the customer’s request,” says Abhishek Goel, Chief Information Officer at T‑Mobile Czech Republic and Slovak Telekom.
The rollout of Sprinklr in the Czech Republic is part of Deutsche Telekom Group’s broader transformation of customer care. The Group is introducing Sprinklr’s cloud-based solution in 11 European countries, with the aim of gradually unifying the working environment used by approximately 41,000 contact centre employees. The platform connects voice and digital channels and makes customers’ contact history available in one place. AI can assist employees with navigating internal information resources, identifying the subject of a conversation and preparing an appropriate response.