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2025/4/8 15:12

Omdia�۲죺AI��Ϊ��Ӫ��NPS�ĺ��

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C114Ѷ 4��8��Ϣ��˹��г��о��˾Omdia��±��д��Ӫ��ͨ��˹��AI��Ż��ͻ��񽻻��Ż��ߡ��ٴ��Ч��ͻ��飬�Ӷ�ֱ��ƶ��Ƽ�ֵ��NPS��ߡ��ȷ��ƶ��Ӫ��ͨ��AI��NPS��֡�

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Omdia��г��ϯ��ʦKristin Paulinд��AI�ѳ�Ϊ��ͻ��ȵĹؼ��ߣ��Ϊ��NPS��ս��ץ�֡�NPS��ñ�׼��ϵ��Դ��ͳһ��ۣ�ͨ��“��0-10�ּƣ��Ը��Ƽ�X�Ŀ��ж��”�ĵ�ά�ȵ��У��0-6�ֹ��Ϊ“��”��7-8��Ϊ“��”��9-10��Ϊ“�Ƽ��”��NPS��ֵ��㹫ʽΪ�Ƽ��ռ�ȼ�ȥ��ռ�ȣ��÷��Ϊ-100��100��ܸ�ָ��Ҫ�ο��ֵ��Ӫ��ͨ��ѡ�񲻹��ݡ�

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AT&T��AI��ѧϰ��ML��ݷ��ڿͻ��磨SDN��һ��ܹ��

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��Ż���AI��Զ��ȷ��AT&Tʵ��ά�ͷ��Ч��󻯡�AT&T��AI��ML��Ԥ��Է��Ż��ͻ��飬��ƣ��ͨ��ʵʱ��̬��䣬��׼ƥ��û��ͬʱͨ��ML�Ż��վ��߲��ԣ��ܺ��̼�㼣��

�ͻ����AT&T��ʹ�û��ML�Ĵ��¼��¡�ͬʱ��AI/ML��Ԥ��Ǳ�ڷ��Ⲣʵʩ��޸��⣬AT&TҲ��ʹ��AI/ML��ܵ��ֳ�ά��Դ��׼ʶ��ɧ�ŵ绰��Լ��Զ��쳣�ն��豸��˻��թ��Ϊ��

����ʽAI��GenAI��Ĵ��ʵ��棬AT&T��װ��𳡾�Ӧ��ʽAI��˷��׼ʱ��˳��ȡ��ʽAI��ͨ��·��Ż��㷨��ʹAT&T�ļ��Ա�ܹ��ٵ��ʻ��Ϊ��ļ�ͥ�ṩ��񣬴Ӷ��޶ȵ��߼��Ա��Ч�ʡ�AT&T��ʾ��˰�װ��NPS��96�֣��֤�˲��ʽAI��ͻ��ȵ�ʵ�ʳ�Ч��

AT&TҲ��ʹ����Agent��Ϊ��֣��ЩAgentʹ��ʽAI��˹��ͷ��ڿͻ��ά��ʵ��˻�Эͬ��ߡ�ͨ��Կͻ��˻��ܷ��Ϊ�ͻ��ṩ��Ӹ��Ի��ķ��Ƽ��

ֵ��ע��ǣ�AT&T��ʽAI��ߣ�Ask AT&T��ù��Ϊ��ڲ�Ա��д��죬��ʼӦ�þ۽��Ż��ù��һֱ�ڲ��Ͻ��չ��չ��ܷ��Ӷ�ʵ�ֶ�AT&T��Ӫ��ݼ�ֵ��ھ��

T-Mobile��“�˹��”��AI��Ϳͻ��

T-Mobile�ڿͻ��в��AI��ʱ��ö��·��ͬ�ڳ��“AI�ͷ��Ӧ+�˹��ӹ�”ģʽ��ϵͳͨ��ʵʱ�ṩ��Ϣ��˹��ͷ��⡣��һ��2018��Ƴ��“ר��Ŷ�”��Team of Experts��ͻ��ģʽ��——��ģʽǿ��ר��˹��Ŷӷ��񣬱��“�޻��ˡ��ת�ӡ��”��ʱ��ģʽʵʩ��º��T-Mobileʵ��NPS��60%��֤��˹��Ϳͻ��ҵ��ֵ��

2024��9�£�T-Mobile��OpenAI��ս�Ժ��һ��AI�ڿͻ��ƣ��ͬ��ͼ��AI��ƽ̨IntentCX��Ԥ��2025��ߣ��ƽ̨��Ϻ��ݳأ�ʵʱ��ͻ��ͼ��򣬲��߱��º��ͻ��ѯ��壬�ṩ��Ԥ��Է��ơ�

Mobile��AI��ƿͻ��һ�ַ�ʽ��ͨ��ν��“�ͻ��縲��”��ת��ΪNPS��T-Mobileʹ��AIģ�ͶԿͻ��м��أ�Ϊ��ǿ��ṩ��ݣ��Ӷ��޶ȵ��߿ͻ��ȡ�Ϊ�ˣ�T-Mobile��ݺ�AI��“�ͻ��縲��”��

��Ӫ�̽��Ϊ��“��ε�Ԫ”��߳�Լ165�ף��׽�ͼ�¼ÿ��Ԫ�ڵ�ÿһ��罻��¼��Ӷ��γ��ʮ�ڼ��ݵ㣬��Щ��ݵ��ΪAIģ��ṩ��Ϣ��Ȼ��ͨ��AI/MLģ�ͷ��ʡ��ź�ǿ�ȵ�ָ�꣬Ԥ�пͻ�Ͷ�߷��ʧ��ʡ��AIģ�͵�ϸ��ȶ��죬T-Mobile��Ծ�׼��ĳ��Կͻ��Ӱ�졣��ʹ��T-Mobile�ܹ��Ŀͻ�Ӱ��ҵ��ر��罨��ߡ��գ�T-Mobile�ܹ�ʵ��Ƶ��Դ��ʱ��֧Ч��󻯡�

Verizon��Ѳ��Ŀ��ؼ��ʽAI��

Verizon�Ѳ��Ŀ��ؼ��˹��ʽAI��ߣ��Ż��ͻ��AI��䳬Խ�ͻ��Verizon��ʾ��Ŷӹ۲쵽��ۺͷ��Ŀͻ��ͻ��Ч�ʳ��ơ��Щ��߰��

��о����Personal Research Assistant��Verizon�ĸ��ּ��ɰ��һ��Ŷӿ��ٲ��ǧ��Դ��ΪԱ��ṩ��Ϣ��Ӷ��ݿͻ��Ķ��и��Ի��׼��Ŀǰ��VerizonԱ��ܽ��ȫ��95%��Ŀͻ��ѯ��һش�׼ȷ�ʳ��

��“��ͨ��”��“Fast Pass” to resolution��Verizon��AI��ͻ��ƥ��ʵĿͷ�רԱ��ض��AI��Ե��ڣ�ͨ��˹��Ӳ��ʡ�ͻ�ʱ�䣬�ͷ�֧��Ŷӿ��ͻ��顣

��˹��/����Personal Shopper/Problem Solver��Ϊ�ͻ��ĸ��˹��֣��ù��ͨ��AI��ʱ��ͻ��ϣ��Ա��Ԥ��˽��ͻ��ݼ��µ�ԭ�򣬴Ӷ��ɡ��׼��Ч��ṩ��Ͽͻ��Ĵ𰸡��Żݷ��鼰��Ʒ��ù��ߵĺ�̨֧�֣�Verizon�ѽ��ͻ��ʱ��2��4��ӡ�

“ר��Ⱥ”��Segment of Me��AI��Verizon�Ը߶ȸ��Ի��ķ�ʽ��ÿλ�ͻ��Ϊ�䶨��ר��Ż��Ʒ——Verizon��֮Ϊ“ר��Ⱥ”��ײ͡��Ʒ�Ƽ��Ƿ��AI��ܾ�׼Ԥ�пͻ��󣬲�ȷ��һ��ԡ�ͨ��һ��ԣ�Verizon��˿ͻ��ʲ��ʧ�ʡ�

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