T-Mobile whips out a new secret weapon for customer service: Humans
The “Un-carrier” is now promising that human agents, trained in a variety of specialties, will replace phone menus and bots.
It was only a matter of time before the oldest kind of customer service became the latest thing.
This week, telco T-Mobile is launching a new kind of intelligent customer service that counters the move toward better, smarter and AI-powered systems that seem almost human.
Instead, it is offering the original bot, humans.
Called the T-Mobile Team of Experts, this new strategy promises that customers won’t have to deal with phone menus or AI-powered bots unless they want to.
“Real customer service takes real people,” the company said in its announcement. “There are no robots or automated phone menus [and no] shouting ‘representative.’”