T-Mobile's AI chatbot claims the carrier broke its price lock promise

Despite raising the prices on legacy plans, T-Mobile claims it has not broken its word. However, the company’s own internal AI-powered chatbot does not agree with that position. In fact, the T-Mobile chatbot claims that the company broke its price lock commitment following its recent actions.

The controversial price increase in legacy plans

During the last week of May, T-Mobile became embroiled in a controversy related to the prices of its plans. There are users who contracted the company’s services due to a promise of an unalterable price. This means that T-Mobile was committed to never raising prices on those particular plans. There would only be changes to the monthly bill if the user changed to another one. However, the company announced price increases for some of those legacy plans.

The news received a lot of backlash from users who felt deceived. Prices for affected plans rose between $2 and $5. However, the company claimed that it was not doing anything wrong. In any case, the explanations offered by T-Mobile never fully convinced users. This caused not only criticism but also people to move to another carrier because of the broken promise.

T-Mobile broke its price lock commitment, claims its own chatbot

T-Mobile employees have the “Superpowers” suite to help them in their work, including an AI-powered chatbot. It is trained with the company’s policy documentation. With that in mind, you might find it amusing to know that the chatbot contradicts T-Mobile’s public position.

According to the chatbot, the carrier breached the price lock commitment by raising the prices of old plans. The chatbot adds that T-Mobile’s actions could incur legal problems. Furthermore, it states that such an action would also be negative for the company’s reputation.

The chatbot’s claims cannot be taken as an official statement. After all, similar AI-powered services can sometimes have “hallucinations,” which are basically made-up facts. However, it is still interesting that even T-Mobile’s internal tools do not support its public position. Even more so if these tools were trained in the carrier’s own policies.