AT&T Boosts Customer Service AI Using NVIDIA NeMo Technology
AT&T leverages NVIDIA NeMo to scale AI-powered customer service agents through continuous data feedback
AT&T has partnered with NVIDIA to revolutionize its customer service operations using AI-powered agents built on NVIDIA NeMo and NIM microservices. The telecommunications giant is addressing key challenges in AI deployment, including model accuracy, computational costs, and real-time data access.
Key Developments
- Data Flywheel Approach: AT&T implemented a continuous feedback system using NVIDIA NeMo to maintain agent accuracy as documents update weekly
- Performance Gains: Achieved 40% improvement in response accuracy and 84% reduction in call center analytics costs
- Optimized Models: Fine-tuned Mistral 7B emerged as the most efficient model after testing multiple options
Technical Implementation
AT&T's solution involves:
- NeMo Curator for data cleansing and filtering
- NeMo Customizer for model fine-tuning
- NeMo Evaluator for performance measurement (Rouge, BERT F1 scores)
- NeMo Retriever for real-time data access
- NIM microservices for secure, optimized deployment
"The successful fine-tuning story of this use case and others like it was enough evidence for us to pursue building out an entire fine-tuning platform" - Kostikey Moustakas, Director of Data Science at AT&T
Future Plans
AT&T is developing:
- A centralized feedback system combining human and AI evaluation
- Automated handling of complex AI interactions with Arize AI
- A platform for scalable AI optimization across the enterprise
This initiative represents a significant step in AT&T's strategy to deploy dozens of AI use cases, with hundreds more in development.
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About the Author

Michael Rodriguez
AI Technology Journalist
Veteran technology journalist with 12 years of focus on AI industry reporting. Former AI section editor at TechCrunch, now freelance writer contributing in-depth AI industry analysis to renowned media outlets like Wired and The Verge. Has keen insights into AI startups and emerging technology trends.