Overview
Join Nate Edwards, EVP of Network Services and Business Transformation at Optimum, as he shares how one of the country's largest broadband, video, and mobility providers uses AI to make every customer interaction feel human first.
Learn how Optimum's Proactive AI Agent reaches out to customers like a person, not a script, and adapts in real time even when a customer's answer has nothing to do with the original question, all while lowering cost and improving the experience at the same time.
In this session, you'll hear:
- Why connectivity is described as the great equalizer for education, jobs, and everyday life
- How Optimum's Proactive AI Agent resolves customer needs even when the reply doesn't match the original question
- Why treating a customer as a human first changes the tone of every interaction
- How reducing cost and improving customer experience can be the same initiative, not a tradeoff
- Why customers want to solve problems themselves first, and how to design for that instinct
Whether you're looking to deploy proactive AI that feels genuinely conversational, or build a case for connecting cost savings to customer experience, this testimonial offers a real-world look at what it means to be the difference for your customers.