AT&T unifies customer data to power an agentic service future.

Challenge

Accessing a wealth of service insight to deliver a better experience for customers

AT&T is a giant of the telecoms industry. The $125 billion business has 120 million mobility subscribers in the U.S. alone, plus more than 10 million subscribers to fiber.

Customer service is an around-the-clock operation. For years, AT&T struggled with service assurance due to a massive web of disparate, disconnected legacy systems. When a customer visited a retail store or called for support, representatives were forced to navigate a fragmented landscape of siloed data, accessing one system for wireline services and an entirely different one for mobility services. This lack of integration created a disjointed experience for the customer and left service teams flying blind without access to the consolidated data they needed to resolve issues efficiently.

The goal was to overcome siloed point-to-point connections and create a single source of truth. This would enable AT&T’s 9,000 support agents to provide a unified, fast, and seamless experience for tens of millions of customers.

“The problem we had with customer service calls was there was no easy way for our service teams to access the wealth of historical data,” says Brad Ringer, Principal Sol

Objective

Orchestrating and governing a growing API landscape

Given the scale at which AT&T operates, simplicity is key. AT&T wants to avoid duplication of effort and minimize complexity.

“We’ve really struggled building out two different systems – one system for our retail customers and one for B2B,” says Brad. “We had multiple teams building the same API, and then it was not easy to find the right API.”

APIs are necessary to bring together the data to build the unified service picture. But AT&T wanted to focus on the service experience, not the operational drag of identifying, managing, and verifying APIs. It needed a solution to orchestrate and govern a growing API landscape.

Solution

Connecting legacy data silos to inform a singular service experience

To solve this, AT&T leveraged MuleSoft Anypoint Platform to connect its distinct legacy backend systems into a unified place. By bringing data once locked within those systems into a modern framework, AT&T has created a single experience where representatives can use a unified interface to see a customer’s entire inventory of services.

Furthermore, this connectivity ensures a consistent quality of service across all channels. Whether a customer is speaking to a call center agent or visiting a retail location, the experience is unified, powered by the same high-quality data behind the scenes.

AT&T is now looking toward an AI-driven agentic future. By utilizing tools like Anypoint Code Builder, MuleSoft Exchange, MCP servers, and MuleSoft Agent Fabric, the company is building a consolidated catalog of APIs and AI agents to monitor, govern, and scale its future customer service capabilities.

“MuleSoft and AT&T have connectivity in common,” Brad explains. “MuleSoft connectivity brings together disparate systems; AT&T connectivity brings together people.”

AT&T puts its trust in MuleSoft because it really helps us unify our customer experience. MuleSoft is really an enabler for us. It brings data together into a single, consolidated place from where we can build unique interactions and experiences for customers.

Brad Ringer

Principal Solution Engineer, AT&T

Results

Reducing service response times

Today, when a customer walks into a store, a retail representative can seamlessly upgrade cell phones, order new internet services, or resolve all customer issues within a single application.

Unifying data into a single platform for call center and retail agents has actively trimmed down customer service times, giving customers minutes back to their day.

MuleSoft powers 240 million API calls per day across hundreds of retail stores and thousands of daily support calls. Because of the platform’s reliability, production support calls have virtually stopped. By creating a consolidated catalog of APIs instead of having multiple teams build the same solutions, AT&T is significantly reducing development costs.

This framework will provide AI agents with the same power as retail representatives to pull in consolidated data and provide valuable, highly personalized responses. This will move AT&T toward increasingly autonomous service where AI agents don't just find the data but proactively resolve issues before a human even picks up the phone.

“By finally having all of this data in a single place, we’re really able to drive our agentic future,” says Brad.

With MuleSoft as a partner, we’ve been able to build out our whole API infrastructure. This creates a seamless service experience for all our customers and simplifies the work of our IT staff.

Brad Ringer

Principal Solution Engineer, AT&T