T-Mobile Tackles Customer-Service Woes by Adding a Human Touch →


The third-largest U.S. wireless carrier unveiled what it claims is a patented customer-service program on Wednesday called Team of Experts. Subscribers who call or message for assistance will be assigned a group of employees to fix the issue.

This might sound like a corporate joke, but the few times I’ve had to interact with T-Mobile support have been via iMessage for business or their in-app chat. My experience has been incredible so far.

For now, no matter how good your AI or chatbot is, a well-trained human with full authority to get stuff done for you will outperform any tech out there. Glad they are investing in customer support as a differentiator.