Bala Maddali, Head of Conversational AI Experiences, Verizon

Conversational practice is equally focused on how Conversational AI can help our customers and employees. Our strategy on Humanizing Digital & Digitizing the Humans via AI capabilities like Agent Assist enables our agents to have personalized, contextual, and impactful conversations with Customers.
3 key takeaways:

  1. Extreme integration of AI with Humans & Humanizing AI unlocks more value.
  2. In the Age of Ai and Bots, we have successfully unlocked a unique combination of AI + Humans that makes the difference not one over the other.
  3. When rightly positioned and executed AI is a friend rather than a foe.