Sprint Uses Chatbots to Cut Customer Service Calls by Nearly a Third

The company has overhauled its call center operations with machine learning

Illustration of a silhouette with a circuitboard face, next to the Sprint logo
Sprint trains the bots on troves of data from actual conversations between customer service reps and callers. Sprint, Getty Images

Around a year and a half into Sprint’s efforts to overhaul its call center operations with artificial intelligence, the carrier says the technology has substantially reduced the number of customer inquiries its human representatives need to field.

@patrickkulp patrick.kulp@adweek.com Patrick Kulp is an emerging tech reporter at Adweek.