AT&T Mexico Leverages GenAI Tool for Call Center Productivity

AT&T Mexico has integrated "Ask AT&T", its latest generative artificial intelligence (GenAI) tool, into its services. Developed by AT&T and based on OpenAI's ChatGPT, this tool is designed to enhance worker efficiency in the company's call center sector, with an estimated 25% increase in productivity.

This platform  is intended for internal use within the company, focusing on automating daily tasks for staff while ensuring improved information security and compliance with privacy and data protection regulations. 

The introduction of Ask AT&T occurs amidst a broader trend of AI adoption in the telecommunications industry, exemplified by Huawei's recent announcement to incorporate similar technology into its networks. Automation is expected to significantly contribute to operational efficiency across the sector. Additionally, a study conducted by Gupshup and Tecnológico de Monterrey, reveals that 67% of business managers in Mexico are willing to allocate up to 20% of their budget to AI tools.

The telecommunications sector is undergoing profound transformation with the adoption of AI and chatbots, as highlighted by Ivan Ostojić, Infobip's Business Director, Wired, who predicts that "in the next 3 to 5 years, chatbots will handle 60% of interactions in Latin America." This trend aligns with findings from the Goldman Sachs study, which suggests AI could impact approximately 300 million jobs globally, particularly in customer service.

Regarding digital technology adoption, a report by Yalo and IDC forecasts a 31% increase in Latin American companies' investments in chatbots for supplier communication by 2025. In addition, 66% of companies in Mexico, Colombia and Brazil have already integrated digital technologies into their business interactions.

"Ask AT&T will help our team streamline processes and tasks, allowing us to continue connecting more people to better possibilities," emphasized Jerónimo Diez de Sollano, Vice President and Chief Technology Officer of AT&T Mexico. "We are convinced that the implementation of this tool, together with the cultural transformation we are undergoing, will provide our employees with the necessary resources to innovate and improve our customers' experience every day".