Google Cloud will power T-Mobile’s customer care initiative.

The collaboration between T-Mobile and Google will help offer customers a better experience across multiple touchpoints.

T-Mobile will use Google Cloud’s AI features to predict the usage and customer opinions with BigQuery and BigQuery ML. The carrier will use Dialogflow and Content Center in AI-powered conversations with customers, speeding up customer service and resolving problems quicker.

T-Mobile is working with Google Cloud in order to “address trends in consumer behavior, drive deeper relationships, and evaluate our customer-first approach.”

T-Mobile uses Amazon Web Services (AWS) and machine learning to provide its customer service agents with contextual information in real-time.
The rewritten sentences are much more natural. The final two sentences make sense given what was said before them: “T-Mobile talks about using Amazon Web Services (AWS) and its machine learning predictive capabilities to provide its customer service agents with contextual information” which makes the last two sentences make complete sense.

T-Mobile’s Amazon SageMaker deployment accelerates the process of training deep learning models on data. When it comes down to it, customers want speed and accuracy, which is why T-Mobile uses this AI tool to help improve its modeling process.

Neither Google’s new deal with T-Mobile nor Amazon Web Services’ partnership has been confirmed yet. However, Roy Chua, the founder and principal of AvidThink, said it’s not unusual for wireless operators to work with multiple cloud providers. “Every carrier will work with multiple cloud providers,” he said. “That’s the reality.”

T-Mobile is partnering with Google Cloud to provide customer service based on AI. This partnership will be for enterprise customers and consumers alike, according to Chua, who added that this is not the first time T-Mobile has collaborated with an AI platform from a hyperscaler.

Many of the major hyperscalers are becoming more entwined with wireless operators, and are involved in many areas of the wireless network. Verizon has edge partnerships with Amazon Web Services, Google Cloud and Microsoft Azure. AT&T is in the process of shifting its 5G mobile core network to Microsoft Azure and Dish Network is building a cloud-native 5G network and will host its 5G core and RAN on Amazon Web Services.

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