AT&T Launches AI Digital Receptionist to Enhance Call Management

AT&T has initiated a trial of an advanced AI-driven digital receptionist designed to enhance customer experience by automatically screening incoming phone calls. This new system aims to reduce unwanted calls while improving overall call management for users. Chief Data Officer Andy Markus detailed the technology in a recent blog post, outlining how the digital assistant employs multiple large language models (LLMs) to interpret speech, generate responses, and convert those responses back into speech.

While AT&T has not disclosed the specific LLMs being utilized in this new system, it has previously integrated technologies from OpenAI, Falcon AI, and Meta Platforms’ open-source Llama. Markus explained to Mobile World Live that the development of this digital assistant began earlier in 2023 and is designed to complement existing spam protection systems by leveraging advanced voice-to-voice technology.

The digital receptionist can distinguish between legitimate calls and spam or fraudulent ones. It evaluates whether the caller is human, assesses the urgency of the call, and checks the call against customized user criteria. “If the call passes all the checks, the digital receptionist lets the call through to you and drops off the call completely,” Markus noted.

In situations where the caller does not identify themselves or fails to meet user-defined criteria, the receptionist will either disconnect or take a message. As the interaction occurs, users can view a live transcript and make decisions about how to proceed based on a summary message provided by the assistant. Trusted contacts can bypass the screening entirely, and the system learns user preferences over time to enhance functionality.

Markus emphasized that the assistant integrates AT&T’s security and privacy policies to protect personal data. In future iterations, the digital receptionist may handle tasks such as making reservations by calling businesses on behalf of the user. It is also expected to assist with important calls that the user cannot answer immediately, gathering necessary information through real-time text prompts.

Unlike other call screening features, such as those offered by Google on its Pixel phones or Apple’s iOS 26, AT&T’s digital assistant operates on a network-based system. This means it does not require additional downloads, conserves battery life, and remains functional even when the user is out of cellular range. “It activates before the phone even knows a call is coming,” Markus explained, adding that it is compatible with any device connected to AT&T’s network.

The digital assistant is currently being rolled out to a select group of customers throughout 2023, with plans for a wider release as testing progresses. AT&T is considering whether to offer this service for free on premium plans or as a monthly add-on for lower-tier subscriptions. “We are actively exploring these capabilities through testing,” Markus stated. “We’re proud of the innovations we’re building and want to share the potential of AI-powered network enhancements.”

As an early adopter of generative AI, AT&T aims to leverage this technology to help achieve a goal of reducing costs by $2 billion over the coming years. This initiative underscores the company’s commitment to enhancing customer service through innovative solutions in an increasingly competitive telecommunications landscape.