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Around a year and a half into Sprint’s efforts to overhaul its call center operations with artificial intelligence, the carrier says the technology has substantially reduced the number of customer inquiries its human representatives need to field.
Sprint chief digital officer Rob Roy said about 30% of online chats are now conducted solely by machine-learning-powered bots, up from about 4% at the beginning of 2019. The chatbots are one prong in a continuing digital transformation the company has undertaken in partnership with Adobe, which has also included tools that transcribe and analyze calls in real-time to suggest next steps for reps and algorithms that inform advertising and in-store sales tactics.
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