{"id":37476,"date":"2024-03-11T10:27:17","date_gmt":"2024-03-11T10:27:17","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=37476"},"modified":"2025-11-11T12:10:38","modified_gmt":"2025-11-11T12:10:38","slug":"mobile-operator-spusu-commits-not-to-use-ai-chatbots","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/03\/mobile-operator-spusu-commits-not-to-use-ai-chatbots.html","title":{"rendered":"Mobile Operator Spusu UK Commits Not to Use AI Chatbots"},"content":{"rendered":"<p>Mobile provider <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/spusu\" rel=\"nofollow\" target=\"_blank\">spusu<\/a>, which hold a Mobile Virtual Network Operator (MVNO) agreement via BTWholesale to harness <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a>&#8217;s UK network, has committed to only &#8220;<em>using human customer service agents<\/em>&#8220;. The pledge follows in the wake of <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/voxi\" rel=\"nofollow\" target=\"_blank\">VOXI<\/a>&#8217;s decision (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/01\/mobile-operator-spusu-adds-wifi-calling-to-all-uk-plans.html\">here<\/a>) to introduce a ChatGPT (LLM) based AI chatbot to help \u201c<em>transform its customer services<\/em>\u201c.<!--more--><\/p>\n<p>Currently, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/spusu\" rel=\"nofollow\" target=\"_blank\">spusu<\/a>\u2019s customer service methods include WhatsApp, Signal, email and direct telephone &#8211; all supported by human customer service agents and that&#8217;s the way they intend it to stay. <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/spusu\" rel=\"nofollow\" target=\"_blank\">Spusu<\/a> highlights a recent study from Forbes to support this, which claimed that after just one negative experience with a chatbot, 30% of customers would switch to another brand. But whether or not they actually did isn&#8217;t clarified.<\/p>\n<p>The provider &#8220;<em>guarantees its customers will only ever speak to one of its human agents<\/em>&#8220;, who they say will aim to answer calls within ten seconds, in line with the company\u2019s customer service standards. Its customer service team is based in-house, who respond to enquiries seven days a week, between 8am and 8pm on weekdays, and 9am until 5pm on weekends.<\/p>\n<blockquote class=\"bq1\"><p><strong>Christian Banhans, UK MD of spusu, said:<\/strong><\/p>\n<p>\u201cThere\u2019s no denying that AI uptake has been profound in the customer service space. We understand that it\u2019s a hugely valuable tool, helping businesses save money and time having to onboard agents. But right now, we believe spusu can deliver the most efficient and accurate customer service through traditional methods of human-to-human interaction.<\/p>\n<p>To our current and future customers, we want to reaffirm that all enquiries are responded to and managed by spusu\u2019s dedicated customer service team using your preferred contact channel. Our customer feedback shows that our current methods of communication and response are appreciated and well received. We don\u2019t need to fix something that\u2019s not broken\u201d.<\/p><\/blockquote>\n<p>On the flip side, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a>&#8217;s sibling <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/voxi\" rel=\"nofollow\" target=\"_blank\">VOXI<\/a> remains adamant that their new LLM generative AI chatbot \u201c<em>will improve the customer experience by engaging in human-like interactions and managing more sophisticated customer requests<\/em>\u201c. No doubt if it works it\u2019ll also enable them to cut costs too, like jobs.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Mobile provider spusu, which hold a Mobile Virtual Network Operator (MVNO) agreement via BTWholesale to harness EE&#8217;s UK network, has committed to only &#8220;using human customer service agents&#8220;. The pledge follows in the wake of VOXI&#8217;s decision (here) to introduce a ChatGPT (LLM) based AI chatbot to help \u201ctransform its customer services\u201c.<\/p>\n","protected":false},"author":1,"featured_media":34759,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[61,2722,405,60,476],"class_list":["post-37476","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-4g","tag-artificial-intelligence","tag-ee","tag-mobile-broadband","tag-wifi"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/112076582975397444","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Mobile Operator Spusu UK Commits Not to Use AI Chatbots - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Mobile provider spusu, which hold a Mobile Virtual Network Operator (MVNO) agreement via BTWholesale to harness EE&#039;s UK network, has committed to only\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/03\/mobile-operator-spusu-commits-not-to-use-ai-chatbots.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mobile Operator Spusu UK Commits Not to Use AI Chatbots - 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