TPG Telecom Develops Customer Activated AI Support Agents

TPG Telecom is developing AI agents that customers could activate to diagnose and resolve service problems, according to iTnews. General manager of technology operations Gaston De Arriba outlined the plans at Cisco Live in Melbourne.

The company currently uses AI agents to collect and correlate network performance, incident, change and complaint data. The agents give contact centre staff information and recommended actions when customers report problems. De Arriba said customer groups supported by the agents recorded about a 40 percent reduction in churn, while proactive responses also reduced incoming calls.

TPG Telecom plans to let customers trigger these workflows through its services. Customers would be able to view service performance, receive suggested actions and create a support ticket without calling the contact centre. The company is also monitoring security, operating boundaries and token costs as it expands the use of agents.