Verizon's Generative AI Strategy in Customer Service with Shankar Arumugavelu | Technovation 906

The combination of predictive AI and generative AI allows companies to not only anticipate customer behavior, but also deliver a more personalized experience. In this episode of Technovation, Peter High speaks with Shankar Arumugavelu, Executive Vice President and President of Verizon Global Services. Shankar shares his journey from Chief Information Officer to his new expanded role, overseeing not only IT and data but also supply chain, real estate, and shared services. The conversation delves into Verizon’s innovative use of AI, including generative AI's role in customer service, predictive AI for churn management, and the company’s commitment to scaling these technologies across all functions. Shankar discusses the challenges and opportunities involved in industrializing AI at Verizon and offers insights into the future of technology, particularly the convergence of AI, edge computing, and 5G. Tune in to learn how Verizon is leveraging cutting-edge technologies to stay ahead in a rapidly evolving industry.

0:00:00 Introduction
0:01:12 Shankar's New Role at Verizon
0:02:50 Responsibilities and Team Structure
0:05:18 AI and Data Analytics at Verizon
0:08:59 Generative AI Use Cases in Customer Service
0:14:53 Scaling AI Across the Organization
0:19:02 Verizon’s AI and Edge Computing Future
0:23:01 Shankar’s Career Journey and Leadership Insights
0:28:35 Closing Remarks and Future Trends

An audio-only version of this interview is available as episode 906 of Metis Strategy’s podcast, #Technovation with Peter High.

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