AT&T's Deepak Sharma on Why AI That Feels Like Magic Is AI That Works
Managing millions of daily customer interactions at AT&T, Head of Retail Technology, Contact Center Platforms, GenAI Product & Engineering Deepak Sharma, has learned that successful AI transformation requires building AI-ready infrastructure before chasing AI features. His dual-lane framework separates quick wins like agent assist and call summarization from foundational data pipeline work that enables sophisticated AI at enterprise scale.
His most compelling example, he tells Ashish, involves digital avatars that create three-way interactions between customers, human agents, and AI…
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