Customer Service Automation · IT Operations Automation
AT&T needed a way for teams to automate time-consuming customer service and network-operations tasks across multiple internal systems while keeping humans in control and maintaining privacy, security, and faster response for customers.
Reported impact
AT&T reports that the first production workflow is delivering value at scale by improving customer experience, reducing wait times, helping employees focus on higher-priority work, and enabling faster response to network incidents.
AT&T uses Ask AT&T Workflows, an internal extension of its Ask AT&T platform, to let employees design multi-agent workflows through a graphical drag-and-drop builder instead of coding each automation from scratch. In the first production deployment, AT&T Business and technology development teams configured agents to accept customer service update requests, synchronize data across internal systems, and auto-install information in real time, with humans overseeing required checkpoints. For retrieval and context, the agents pull enterprise information from Ask Docs and Ask Data, AT&T’s proprietary GenAI tools that securely house company knowledge and data. The same pattern is applied to network operations: agents ingest alerts and telemetry, correlate issue location, retrieve recent change logs and known-issue records, open trouble tickets, propose remediations, and assemble resolution artifacts for engineer review. Logging, data isolation, retention policies, and role-based access govern each handoff between agents.
Employee-built agents created in Ask AT&T Workflows ingest customer service requests or network alerts, pull enterprise context from Ask Docs and Ask Data plus telemetry, change logs, and known-issue records, then coordinate actions such as synchronizing records, auto-installing information, opening trouble tickets, proposing fixes, and compiling summaries for human review.
"AI agents can take customer service update requests, synchronize data across systems, and auto-install information in real time."
"An agent can correlate telemetry to identify the location of the alert’s issue, pull recent change logs, check for known issues, and open a trouble ticket."
"Ask AT&T Workflows gives teams a graphical drag-and-drop agent builder."
"Every action the agents take is logged, and when one agent passes off a workload to the next, data isolation, retention policies and role-based access are enforced."
"The first in-production tool built with Ask AT&T Workflows is already proving its value at scale."
"These agents work within AT&T’s ecosystem, able to pull information and data from Ask Docs and Ask Data, our proprietary GenAI tools that securely house AT&T information, to give uniquely informed insights and actions."
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Scoring methodology
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Traceability
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The Organization JSON-LD lists streetAddress '208 South Akard Street', addressLocality 'Dallas', addressRegion 'TX', and addressCountry 'US'.
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