Watch Desk posted an update
TPG Telecom is developing AI agents that customers could trigger themselves to diagnose and resolve service problems, potentially without calling the telco, iTnews reports. The idea builds on agents already working behind the scenes to give call-centre staff information about network performance and customer issues.
Why it mattersTPG technology operations chief Gaston De Arriba said the existing agents had reduced churn by around 40 per cent in the customer groups involved. That is the company’s reported result, not an independently tested figure. The next step would put more of the troubleshooting in customers’ hands. TPG says it is moving cautiously, with customer experience, security and the cost of running agents among its concerns.
Discuss: Would you trust an AI agent to troubleshoot your broadband directly, or should it stop at suggesting fixes for a person to approve?
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