T-Mobile and OpenAI entered a multiyear agreement to build a custom AI platform called IntentCX. The platform will be trained on billions of data points from T-Mobile customer interactions which will help best determine the next steps for customer journeys. In addition, IntentCX will measure customer intent and sentiment in real time as well.

According to both companies, the platform will also prioritize providing tailored solutions for contact center agents to assist customers with their inquiries, while also being capable of managing automated customer interactions in specific situations.

“IntentCX is much more than chatbots,” Mike Sievert, CEO of T-Mobile, said in a prepared statement. “Our customers leave millions of clues about how they want to be treated through their real experiences and interactions, and now we’ll use that deep data to supercharge our care team as they work to perfect customer journeys.”

T-Mobile is currently testing IntentCX and plans to begin incorporating the platform into its business operations in 2025.