The voice assistant, also known as VoiceBot, helps customers get the information they need during their call. In the initial phase, it handles selected types of queries. The company continuously evaluates its responses to check whether it understands customers correctly and can help them. More complex cases will continue to be handled by customer service staff.
“When customers need help understanding their bill or have a question about roaming, they want a quick and straightforward answer. The AI voicebot helps them with everyday queries directly during the call, without having to wait in a queue to speak to a customer service advisor. This gives our colleagues more time for complex requests that require a personal approach. What matters to us is that customers can resolve their queries easily and get the support they need,” says Petar Babić, Chief Commercial Officer for Residential Customers at T-Mobile.
The rollout involves several stages. Employees tested the voice assistant first, and in July this year it began helping customers calling with billing queries or general questions about T-Mobile’s services. Expansion to additional topics and a wider customer base will depend on operational results, which are currently promising.
“Successful AI adoption starts with people. We need our colleagues to trust AI, know how to work with it and see it as a practical source of support in their everyday work. By responsibly combining their expertise with the capabilities of AI, we can make employees’ work easier while improving services for our customers,” says Abhishek Goel, Chief Information Officer at T-Mobile Czech Republic and Slovak Telekom.
OneBot is a centrally coordinated Deutsche Telekom Group project in which T-Mobile Czech Republic plays a leading role. The Group is working on the project with technology company Wonderful.ai. Experience gained from the Czech deployment can therefore contribute to the further development of the solution across the Group.