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AI is not a big technology leap but requires business will

Brendan O’Brien, Co-founder and Chief Innovation Officer at Aria Systems, discusses how AI can reduce customer care costs and why introducing the technology is not as daunting as many think.

15 Mar 2024

Sponsored by:

Aria Systems Inc.

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.

Brendan O'Brien

Brendan O'Brien

Chief Innovation Officer and Co-Founder

Aria Systems Inc.

Jared Olkkola

Jared Olkkola

Vice President, Sales Engineering

Aria Systems Inc.

Richard Webb

Richard Webb

Senior Analyst

TM Forum