Telecommunications / Fixed and mobile telecom
AT&T: Handling change requests from business customers
- Company
- AT&T
- Country
- United States
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
AT&T had been using its internal AI tool Ask AT&T, but what generative AI did stopped at producing content. Planning several steps and carrying them through to the end was a job for people. Service change requests from business customers also meant people reconciling information scattered across systems, so customers waited a long time.
Technology and data
Ask AT&T Workflows is a tool that lets the responsible organisation build agents itself by dragging and dropping on screen. The first production tool built with it was created jointly by the AT&T Business organisation and the technology development organisation. An AI agent takes a customer service change request, synchronises data across several systems and applies the information automatically in real time. The agents pull information and data from AT&T's internal GenAI tools Ask Docs and Ask Data. People supervise the whole chain of agents, with mandatory checkpoints placed mid-process. Every action an agent takes is logged, and as work passes to the next agent, data separation, retention policy and role-based access rights are applied.
Results
AT&T said this first production tool is already delivering value at scale. It explained that the customer experience improved, waiting time fell and staff moved to higher priority work. The company added that thanks to the agents, staff can now give instructions in everyday language and hand over step-by-step tasks.
Limits and open questions
The announcement carries no figures such as volume handled or time saved. The description of network incident response in the same article is an example of what could be built this way, not an operating result.
Sources
- Bringing Agentic Power to Bear Across AT&T’s Entire Businessabout.att.com, Accessed
Compiled from public sources. These are not results from ATF Works customers.