In this day and age, it seems strange, yet refreshing, that the oldest kind of customer service will be the latest thing.
This week, telco T-Mobile will launch a new kind of intelligent customer service that counters the move toward better, smarter and AI-powered systems that seem almost human.
This new type of customer service will be the original bot, humans.
Called the T-Mobile Team of Experts, this new strategy promises that customers won’t have to deal with phone menus or AI-powered bots unless they want to.
“Real customer service takes real people,” the company said in its announcement. “There are no robots or automated phone menus [and no] shouting ‘representative.’”