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Title
AT&T Drives AI Agents' Accuracy, Efficiency, and Performance With NVIDIA
…e instructions how to enable JavaScript in your web browser. Telecommunications AT&T Drives AI Agents’ Accuracy, Efficiency, and Performance With NVIDIA Watch Session Objective AT&T, one of the world’s largest telecommunications com…
Description
AT&T built 'Ask AT&T' customer service AI agents and worked with implementation partner Quantiphi to use NVIDIA AI Enterprise, NVIDIA NeMo and NIM microservices to build a data-flywheel platform for continuous fine-tuning and evaluation. The pipeline uses NeMo Curator to clean training data, NeMo Customizer to fine-tune base models (Mistral 7B was selected as optimal), NeMo Evaluator to measure performance (Rouge, BERT F1), and NeMo Retriever for up-to-date retrieval, with models deployed as NIM microservices. AT&T reports up to 40% improvement in response accuracy after fine-tuning and an 84% decrease in call center analytics cost, and is collaborating with Arize AI to automate identification of difficult AI interactions.
…AT&T Building Optimized, Top-Performing AI Agents To overcome these challenges, AT&T worked with Quantiphi to leverage NVIDIA AI Enterprise, including NVIDIA NeMo and NIM microservices, to implement a data flywheel approach for continuously enhancing AI agent performance: Refining Data Quality With NeMo Curator: Using NeMo Curator, AT&T cleansed and…
Company
AT&T
…ents’ Accuracy, Efficiency, and Performance With NVIDIA Watch Session Objective AT&T, one of the world’s largest telecommunications companies, is reimagining customer care through the power of AI. With a massive customer…
Industry
Telecommunications
…ents’ Accuracy, Efficiency, and Performance With NVIDIA Watch Session Objective AT&T, one of the world’s largest telecommunications companies, is reimagining customer care through the power of AI. With a massive customer…
Problem
Facing challenges like model drift, rising computational demands, and the need for real-time data access, AT&T needed to overcome key challenges: reducing latency, lowering operational costs, and enhancing the accuracy of the models powering its AI agents. With nearly 10,000 documents updated multiple times a week, AI agents need to be updated with the most current information to remain effective, and managing the complexity of multi-agent AI systems was also a pressing concern.
…of the models powering these AI agents. Another hurdle is model accuracy drift. With nearly 10,000 documents updated multiple times a week, AI agents need to be updated with the most current information to remain effective. To address this, they leveraged a data flywheel —a continuous feedback loop th…
Solution
AT&T developed 'Ask AT&T' AI agents and worked with implementation partner Quantiphi to leverage NVIDIA AI Enterprise, including NVIDIA NeMo and NIM microservices, to implement a data flywheel approach for continuously enhancing AI agent performance: NeMo Curator cleanses and filters training data; NeMo Customizer fine-tunes base models (Mistral 7B emerged as the optimal performer after testing against Mixtral and Llama); NeMo Evaluator measures performance via metrics like Rouge, BERT F1, question relevance and answer quality; NeMo Retriever gives agents up-to-date access to AT&T's repository so the agents can make decisions and take actions using up-to-date information; and the resulting models are deployed as NIM microservices for optimized inference on GPU-accelerated infrastructure.
…performance on the most appropriate metrics. Acting on the Latest Information: AT&T used NeMo Retriever to set up pipelines with quick access to the company’s repository so the agents can make decisions and take actions using up-to-date information. Deploying on Secure Infrastructure: The models are deployed as NIM™ microservic…
Business value
AI agent responses showed up to 40% improvement in accuracy with post-training in key metrics, particularly in Rouge and BERT F1 scores, and the deployment of Ask AT&T with NVIDIA NIM and NeMo enabled AT&T to realize an 84% decrease in call center analytics cost. AT&T is also collaborating with Arize AI to automate identification and handling of difficult AI interactions.
…rning, ensuring AI agents adapted to evolving business needs and user feedback. The deployment of Ask AT&T with NVIDIA NIM and NeMo enabled AT&T to realize an 84% decrease in call center analytics cost. The Road Ahead: Scalable, Feedback-Driven AI Innovation Looking ahead, AT&T aim…
Technology
NVIDIA NeMo, NVIDIA NIM, NVIDIA AI Enterprise, NVIDIA RAPIDS
…mizing cost, speed, and compliance. Customer AT&T Use Case Generative AI / LLMs Products NVIDIA NeMo NVIDIA RAPIDS NVIDIA AI Enterprise NIM Scaling Customer Service AI Agents With a Data Flywheel AT&T developed Ask AT&T…
AI capabilities
Agentic AI, Generative AI, Large Language Models
…Retriever to set up pipelines with quick access to the company’s repository so the agents can make decisions and take actions using up-to-date information. Deploying on Secure Infrastructure: The models are deployed as NIM™ microservi…
