Story
OpenAI@
Philip Morris International
Philip Morris International Brings Spoken Interfaces onto OpenAI
Philip Morris International, a consumer staples organization in the United States, uses OpenAI API from OpenAI to support customer and product conversations for product and contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because spoken interfaces has a clear owner |
| Productivity | Handoffs in customer and product conversations sit in a shared queue instead of a mailbox trail |
| Risk and compliance | OpenAI API is the governed place product and contact center teams use for customer and product conversations |
Story
Consumer Staples work at Philip Morris International spans more than one site, even when headquarters sits in the United States. Spoken interfaces was splitting across regional habits. Product and contact center teams asked for a shared way to run customer and product conversations without freezing local judgment.
OpenAI (OpenAI API) is what they standardized on. OpenAI develops foundation models and ChatGPT Enterprise, used by companies to build assistants, analyze documents, and speed knowledge work. Philip Morris International uses it as the system of record for spoken interfaces, with product and contact center teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
