AT&T's switch from ChatGPT to open-source AI helped it hang on to thousands of customers

AT&T changed AI tools and reaped the benefits.

Getty Images; Alyssa Powell/ BI

• AT&T uses AI to categorize 40 million customer service calls annually.
• ChatGPT initially helped but was costly, so AT&T developed a cheaper, faster open-source AI system.
• This article is part of "How AI Is Changing Everything," a series on AI adoption across industries.

AT&T gets 40 million customer service calls annually. Some callers want to add phone lines, register new addresses...