AI is not a big technology leap but requires business will

Customer care is the low-hanging fruit for the application of artificial intelligence (AI) in terms of delivering immediate value, according to Brendan O’Brien, Co-founder and Chief Innovation Officer at Aria Systems. The challenge for operators is not about having technical capability but having the business will to adopt AI, he explained. Aria demonstrated its AI-based customer care solution. With a Generative AI tool using a large language model that contains billing data, agents can help customers faster, which enables operators to reduce costs.