T-Mobile has recently announced a multi-year partnership with artificial intelligence giant OpenAI, aiming to completely reshape user experience by developing a new AI-driven customer service platform. This remarkable collaboration not only showcases the immense potential of AI in business applications but also heralds the future direction of telecommunications services. In today's business landscape, generative AI has become a significant application in the customer service sector, second only to programming and marketing. The IntentCX platform launched by T-Mobile will fully leverage OpenAI.

Bland AI, a startup founded in 2023, is revolutionizing business phone support through AI technology and recently completed a Series A funding round of $16 million, bringing its total funding to $22 million. Supporters include Scale Venture Partners, Y Combinator, Max Levchin, Piotr Dąbkowski, and Jeff Lawson. Its mission is to enhance the efficiency of business phone communication, with AI agents capable of providing 24/7 service.

A recent report by the renowned market research firm Gartner reveals that, based on a survey conducted by Gartner in December 2023 among 5728 customers, a significant 64% of respondents expressed a preference against the use of AI in customer service. More notably, 53% of customers stated that if they found a company's customer service using AI, they would consider switching to a competitor. These figures undoubtedly serve as a wake-up call for customer service companies actively deploying AI se

Microsoft has applied for a patent for an AI customer service system that uses natural language processing. The system can understand customer inputs to find the best solutions. It uses text encoding to represent customer queries and procedural operations, then matches the encoding to find the most suitable procedural operation. OneDrive recently added a similar feature, indicating that this AI system may be launched soon.

Salesforce has signed an agreement to acquire AI customer service platform Airkit.ai. Airkit.ai will become a part of Salesforce Service Cloud. The acquisition is expected to be completed in the second half of Salesforce's fiscal year 2024. Adam Evans, co-founder and CTO of Airkit.ai, will lead the Airkit.ai team. This acquisition will not affect Salesf