Carla González, Director of Digital Products at AT&T Mexico, outlined the AI-driven initiatives the operator has undertaken recently, such as the creation of Wim, a fully digital MVNO brand, and AT&T Ask, a generative AI tool for internal use.
González stated that customer service for Wim is entirely handled through a conversational AI-powered chat, which understands customer questions and concerns while establishing parameters for continuous improvement.
As for AT&T Ask, she explained that it is used as a generative AI tool in practical cases within the finance and strategy departments, where the company has promoted its use through education and secure access.