Microsoft is partnering with T-Mobile to enhance the customer experience for over 130 million users. Nearly a year ago, T-Mobile announced plans to incorporate artificial intelligence into their operations to improve customer service and operational efficiency. The telecom giant launched several AI tools, collectively known as “Superpowers.”
These tools include “GenAI Chat” for immediate responses to customer inquiries, “Promo Genius” for identifying relevant promotions, and “Best Action (NBA)” to predict customer needs and offer tailored suggestions. As the second-largest wireless network provider in the United States, T-Mobile is further advancing its AI strategy by leveraging Microsoft Power Platform to streamline retail operations and uplift service quality. A key innovation, the PromoGenius app, allows customer service representatives (CSRs) to swiftly access information about promotional offers, device discounts, and trade-ins.
Prior to this tool, T-Mobile CSRs faced the cumbersome task of sifting through intricate reports, slowing down their ability to assist customers. Now, with PromoGenius, representatives can access all necessary information through iPads while engaging with customers, significantly speeding up response times. Though some users have expressed concerns about the PromoGenius app, many have found it beneficial after becoming familiar with its features.
T-Mobile emphasizes that AI accelerates product research and enhances accuracy, thanks in part to Microsoft’s Copilot Studio, which gathers data from the websites of over 20 manufacturers. This functionality enables CSRs to address technical questions or provide product comparisons instantaneously, increasing efficiency. Currently, PromoGenius boasts over 83,000 unique users and around 500,000 launches monthly.
The design allows CSRs to remain engaged with customers without interruptions, aiming for higher customer satisfaction. As T-Mobile continues to refine these tools, future updates may include voice assistance and personalized user interfaces, promising to further improve the customer experience. T-Mobile’s commitment to integrating AI throughout its operations signals a potential for even greater enhancements ahead.