Observed Signal · Nov 5, 2025 · Thought Leadership · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
AT&T's John Miller on Customer Obsession and Agentic AI
In this CMSWire interview, AT&T's Vice President of Consumer and Business Solutions, John Miller, discusses how the telecom giant operationalizes customer obsession through AI and empathy. Miller explains that AT&T uses AI to create 45-day summaries of customer interactions, reducing friction for both agents and customers, and introduced 'split pay' as an industry first. He emphasizes a 'digital-first, not digital-only' approach, ensuring human support remains available. Looking ahead to 2026, Miller outlines plans for agentic AI, where managers will oversee both human employees and AI agents, coaching each to deliver empathetic, trust-building experiences. The article highlights AT&T's focus on listening to customers and employees to design simpler, more human technology.
Illustrates how a major telecom applies agentic AI to customer experience; relevant for MarTech but not industry-shifting.
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Key Takeaways & Evidence Grounding
- AT&T handles approximately one million customer calls per day.
- AT&T uses AI to generate 45-day summaries of customer interaction history for agents.
- The company introduced 'split pay' as an industry-first feature for shared accounts.
- AT&T plans to deploy agentic AI in 2026, with managers overseeing both human and AI agents.
- John Miller is Vice President of Consumer and Business Solutions at AT&T.
Connected Companies & Entities
8 Entities mapped“AT&T’s John Miller shares how AI and empathy power the company’s next chapter in customer experience....”
“recipient of Forrester’s Customer Obsession leadership award....”
“Before AT&T, I worked at companies like General Motors, Advanced Micro Devices, Cisco, and Dell Computer....”
“Before AT&T, I worked at companies like General Motors, Advanced Micro Devices, Cisco, and Dell Computer....”
“Before AT&T, I worked at companies like General Motors, Advanced Micro Devices, Cisco, and Dell Computer....”
“how many hours of training did you need to buy something on Amazon or perform a Google search?...”
“how many hours of training did you need to buy something on Amazon or perform a Google search?...”
Ontology Mapping & Concepts
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