Story
OpenAI
MetLifeHow MetLife Runs Voice Experiences on GPT-4o
MetLife, a financials organization in the United States, uses GPT-4o 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 |
| Capability | New joiners can see how customer and product conversations actually runs |
Story
MetLife is based in the United States and runs financials operations at a scale where spoken interfaces cannot live in side channels. Product and contact center teams were reconciling competing copies of the same work, which slowed customer and product conversations and hid who owned the next step.
The company runs customer and product conversations on OpenAI, with GPT-4o as the product product and contact center teams actually open. OpenAI develops foundation models and ChatGPT Enterprise, used by companies to build assistants, analyze documents, and speed knowledge work. For MetLife, that means product and contact center teams can open one workflow, see spoken interfaces, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for spoken interfaces.
