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04/24/2020

T-Mobile adds human touch to its AI-based customer service platform

Dan Berthiaume
Senior Editor, Technology
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A leading retailer of wireless communication services and products is leveraging a new managed service from Amazon Web Services (AWS).

T-Mobile U.S. Inc. is deploying AWS’ Amazon Artificial Intelligence (A2I), a fully-managed service that adds human review to machine learning (ML) predictions in an effort to improve model and application accuracy by continuously identifying and improving low-confidence predictions. Amazon A2I helps developers add human review for model predictions to new or existing applications using reviewers from outside vendors or their own employees. 

Typically, when ML developers receive a high-confidence result they can trust that the prediction is accurate, and, depending on the use case, they can use it to fully automate a process. However, there are other times when it is strongly recommended to have both high confidence (up to 99%) and human review, or confidence score of a prediction is lower than desired. 

With Amazon A2I, developers can add human review to ML applications without the need to build or manage expensive and cumbersome systems for human review. Amazon A2I provides over 60 pre-built human review workflows for common machine learning tasks (e.g. object detection in images, transcription of speech, and content moderation, etc.). 

"Providing relevant information, such as account details and available discounts, in real time to our customer care agents while they are in live conversations with customers is one of the ways T-Mobile uses machine learning to improve customer experience,” said Heather Nolis, machine learning engineer, T-Mobile. “Using A2I, we will be able to ensure that our models continuously deliver top-quality insights by having humans validate random samples of model predictions. Trust is the hardest thing to build when it comes to machine learning, and A2I will allow us to make sure that our models are making the fewest mistakes."

“Today, we’re excited to help our customers remove another obstacle to building machine learning applications with the launch of Amazon A2I, which makes it significantly easier and faster to incorporate human judgment into machine learning applications in order to ensure higher quality predictions over a sustained period of time,” said Swami Sivasubramanian, VP, Amazon Machine Learning, Amazon Web Services Inc.