Tele2 is the first provider in the Netherlands to introduce a self-service app that literally and metaphorically listens to customers for all its customers with a mobile subscription. In addition to the usual navigation, customers can ask the MyTele2 app in simple Dutch via chat questions. The app has been developed together with customers and on the basis of their wishes.

The new MyTele2 app offers customers all the usual functions, such as insight into personal data and the possibility to change data. It is also possible to order additional bundles or upgrades. The app uses Artificial Intelligence (AI), with IBM Watson Assistant .

Leslie Hogeveen, Managing Director Tele2 Consumer Mobile, explains: “Tele2 wants to distinguish itself more and more by customer focus on the telecom market. Because our customers contact us mainly via digital channels, we decided a few months ago to completely renew our app. And so we have talked to our customers about what they want: a user experience that fits our brand, where they can easily adapt services themselves. ”

After searching for an AI solution that understands Dutch, Tele2 has selected IBM Watson Assistant to create the MyTele2 app for its customers. The MyTele2 app gives customers quicker and clearer answers to questions about their bill, data usage, and credits and upgrades. The app, with the built-in machine learning function, is getting smarter. The more you ask, the more the app learns.

“We first tested with a BETA version,” explains Hogeveen. “The app naturally has to learn what the questions of our customers are. All questions we receive from our customer service can now be answered. But we also know that the app must continue to learn. There will certainly be questions that are not yet answered. The pilot shows that our customers find this logical and find it fun to help make the app smarter. ”

The pilot has shown that 82% of users embraces this new way of navigating within the MyTele2 app. In addition, it goes without saying that ‘normal’ navigation can also be used.

With the launch of the new MyTele2 app, Tele2 takes the next step in the area of ​​customer focus. After this, Tele2 continues to develop the app together with customers. The use of the app is becoming easier and more fun.

The new app is now available for Tele2 consumers with a mobile subscription