T2 Says AI Assistants Handle Customer Requests Three Times Faster Than Humans
The system is designed to process large volumes of routine customer inquiries.
Artificial intelligence can process customer requests three times faster than human agents, according to telecom operator T2. The company says its virtual assistant now handles up to 70% of incoming inquiries.
Company representatives said most customer service requests are relatively simple and can be handled by automated systems. The higher speed comes from preloaded standard usage scenarios and predefined response workflows embedded in the algorithms.
“A balance between automation and human
support is essential. Within the operator’s workflow, robots help provide a
broad context about a subscriber’s activity in the network and identify
potential issues even before direct interaction begins. Despite the strength of
this tool, it is still too early to remove human agents from the service
process,” said Ivan Rybintsev, director for service development and
digitalization at T2.
By offloading routine tasks to AI, human operators can focus more on resolving complex issues that require human judgment.
