T-Mobile whips out a new secret weapon for customer service: Humans

In a T-Mobile online video, actor Rainn Wilson demonstrates the value of human agents.

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.’”

[Read the full article on MarTech Today.]

About The Author

Barry Levine covers marketing technology for Third Door Media. Previously, he covered this space as a Senior Writer for VentureBeat, and he has written about these and other tech subjects for such publications as CMSWire and NewsFactor. He founded and led the web site/unit at PBS station Thirteen/WNET; worked as an online Senior Producer/writer for Viacom; created a successful interactive game, PLAY IT BY EAR: The First CD Game; founded and led an independent film showcase, CENTER SCREEN, based at Harvard and M.I.T.; and served over five years as a consultant to the M.I.T. Media Lab. You can find him at LinkedIn, and on Twitter at xBarryLevine.

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