Case Study: T‑Mobile reduces wait times and delivers personalized messaging self‑service to 10% of customers with Rasa

T-Mobile - Customer Case Study

T‑Mobile, the #2 U.S. wireless carrier with over 100 million customers, faced rising messaging queues (at times 20k+) and needed a guided self‑service option to speed simple transactions and free agents for complex issues. To own and customize their assistant, T‑Mobile chose Rasa’s conversational AI framework to build an in‑house messaging virtual assistant that could qualify users for self‑service and route them quickly to an Expert when needed.

Working with the Rasa Customer Success team, T‑Mobile’s full‑stack team built API integrations, connected the assistant to their chat platform, and iterated rapidly (shipping updates 2–3 times per week). The Rasa‑powered assistant can fully resolve some transactions, acts as a wayfinder for others, and has reached 10% of Messaging customers with a goal of 25% by the end of 2021, reducing agent load and enabling expansion to new channels like Apple Business Chat.

T-Mobile

Lindsey McCarthy

Senior Technology Product Manager