T-Mobile Delivers Engaging Customer Experiences with Google Cloud

By Greg Tavarez, TMCnet Editor  |  October 14, 2022

Wireless customers expect excellent coverage from their carriers so no phone calls or text messages are missed. For the most part, those providers cover it. But if something were to go wrong, is that provider’s customer experience technology up to scale?

T-Mobile continues to see its wireless customer base grow – certainly driven by its 5G rollout and massive marketing spend –so it knows that delivering personalized and engaging customer experiences at scale is critical. To do that, T-Mobile (News - Alert) will transform customer experiences for wireless customers everywhere by leveraging Google Cloud's expertise in data analytics, AI and machine learning as well as its extensive portfolio of 5G and edge computing products and solutions.

Google (News - Alert) Cloud's solutions will help T-Mobile unlock stronger analytics to better understand its customers' needs and patterns. The solutions range from actionable customer insights to improved experiences across various customer touch points to help meet people where they are and with what they need.

"We're thrilled to work with Google Cloud to address trends in consumer behavior, drive deeper relationships and evaluate our customer-first approach," said Marcus East, executive vice president and chief digital officer, T-Mobile.

T-Mobile will use Google Cloud's BigQuery and BigQuery ML for better insights. BigQuery is a cost-effective, serverless, multi-cloud enterprise data warehouse to power data-driven innovation. Through BigQuery, T-Mobile expects to be able to predict business outcomes easily with built-in machine learning and without the need to move its data.

BigQuery ML enables data analysts to build and operationalize ML models on planet-scale structured, semi-structured and unstructured data directly inside BigQuery. With the two solutions, T-Mobile will better predict usage trends, identify and respond to consumer sentiment and accelerate its analytics of consumer and product data to drive new business opportunities  and outcomes.

Additionally, Google Cloud's Dialogflow and Contact Center AI will offer natural interactions through AI-powered conversation. Doing this will enable faster customer engagements and faster issue resolution.

Google Cloud aligned itself with T-Mobile's customer obsessed approach to enable the companies to co-create innovative ways to better connect and deliver personalized services for T-Mobile customers wherever they are in the world.

Edited by Erik Linask