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Monday, August 10 • 11:00am - 11:40am
Telecom Track - AI for Customer Experience

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Telcos such as AT&T are using artificial intelligence (AI) for their customer service contact centers. And according to Gartner, by 2023 more than 60% of all customer service engagements will be delivered via digital self-service channels, up from 23% in 2019. The COVID-19 pandemic accelerated the uptake of AI. How can AI be used in customer service centers? Is it difficult to integrate AI technologies with existing customer relationship management systems? What are some of the technical challenges to create AI-based conversation systems for customer service?


11:00-11:20am Keynote Interview: Shankar Arumugavelu, Senior Vice President and Global CIO, Verizon
11:20-11:40am Keynote Interview: Yossi Marouani, Director of AI Applications, Vonage

avatar for Linda Hardesty

Linda Hardesty

Editor-in-Chief, Fierce Telecom
avatar for Mike Robuck

Mike Robuck

Editor, FierceTelecom

avatar for Shankar Arumugavelu

Shankar Arumugavelu

Senior Vice President and Global CIO, Verizon
Shankar Arumugavelu is the senior vice president and global chief information officer for Verizon, responsible for the company’s Information Technology strategy, architecture, development and management of the information systems portfolio, continued evolution of digital platforms... Read More →
avatar for Yossi Marouani

Yossi Marouani

Director of AI Applications, Vonage
Yossi Marouani is leading the Vonage AI engineering at Vonage Communication Group, overseeing all technological facets of the company and leading the development of a cutting-edge artificial intelligence (AI) system.  Yossi joined Vonage as part of the acquisition of over.ai where he was co-founder and CTO. Prior to Over.ai, Yossi co-founded and was CTO at Sensiya, a contextual awareness technology company, acquired by iam+ Electronics... Read More →

Monday August 10, 2020 11:00am - 11:40am EDT