AT&T is making waves in the AI landscape with plans to open-source an artificial intelligence system that reportedly outperforms OpenAI’s ChatGPT when handling customer service calls. According to AT&T’s Chief Data Officer Andy Markus, this specialized AI has been trained on over 1 billion customer service interactions and will be released to the public in early 2025. The system demonstrates superior performance in understanding customer issues and providing accurate solutions within AT&T’s specific domain, highlighting the growing importance of specialized AI models for industry-specific applications.
What makes this development particularly significant is AT&T’s decision to open-source the technology rather than keeping it proprietary. This move could democratize access to advanced customer service AI capabilities, potentially transforming how companies across various industries handle support operations. The telecommunications giant has already deployed this AI system to assist its 35,000 customer service representatives, resulting in reduced call times and improved customer satisfaction. As businesses continue to seek more efficient and effective customer service solutions, AT&T’s contribution to the open-source community could accelerate innovation in specialized AI applications beyond the capabilities of general-purpose models like ChatGPT.
Source: https://www.businessinsider.com/att-open-source-ai-better-than-chatgpt-customer-service-calls-2025-5