Interview with Sowmyanarayan from Verizon Business on Intelligent Automation

**Title: Intelligent Automation and AI Revolutionizing Customer Experience at Verizon Business | Bloomberg Interview**


In this Bloomberg interview at the Intelligent Automation: Creating the Workforce of The Future event, Sampath Sowmyanarayan, Chief Revenue Officer at Verizon Business, discusses the transformative power of intelligent automation and AI in enhancing customer experience. With a background in consulting and years of experience at Verizon, Sowmyanarayan shares insights on the evolution of automation strategies and its shift from cost efficiency to prioritizing customer satisfaction.

[Watch the full video interview here](video-link)

## Table of Contents

– Background: Historic Approach to Automation
– Changing Focus: Customer-Centric Automation
– Customer Experience Success Stories: Enhancing Call Centers
– Improving Employee Skills: Leveraging AI in Training
– Certification Programs and On-the-Job Training
– Adapting to New Talent and Certifications
– Wireless Connectivity and Remote Work
– Verizon’s Nationwide Broadband Solution

### Background: Historic Approach to Automation

Sowmyanarayan explains that historically, automation has been primarily about engineering efficiency and productivity, aiming to reduce costs and time. However, over the past few years, there has been a fundamental shift in Verizon’s approach. Automation is now focused on improving customer experience, with each project having a customer experience lead.

### Changing Focus: Customer-Centric Automation

Verizon has transformed its call centers by leveraging automation and AI technologies. Initially, the focus was on reducing call duration and call volume, but now it’s all about enhancing customer satisfaction. By automating routine tasks such as balance inquiries and service adjustments, Verizon has freed up its call center agents to handle more complex customer queries. This shift has resulted in a significant increase in the Net Promoter Score (NPS), indicating improved customer loyalty and satisfaction.

### Improving Employee Skills: Leveraging AI in Training

Verizon recognizes the importance of equipping employees with the necessary skills to tackle more complex problems. Through their “smart coaching” program, Verizon leverages AI to dynamically guide agents during customer interactions. This AI-based coaching provides real-time prompts and instructions based on the customer, technology, and specific situation being addressed. This approach ensures that even new employees can quickly adapt to the complexity of network and technology issues, improving their proficiency and allowing them to handle tasks effectively.

### Certification Programs and On-the-Job Training

Verizon supports both internal and external certification programs to fortify employees’ skills. They collaborate with technology providers, such as Cisco Palo Alto, to provide certifications related to the technologies they employ. Formal education, on-the-job training, and certifications are combined to ensure employees are well-prepared to handle the rapidly evolving landscape of technology.

### Adapting to New Talent and Certifications

While Verizon values its long-tenured employees, they also recognize the need to adapt to new talent and changing workforce dynamics. With the increased demand for talent and the addition of thousands of new hires during the pandemic, Verizon embraces a flexible and adaptive approach to training and integrating new employees. The convergence of formal education, on-the-job training, and relevant certifications ensures that the workforce is agile and ready to take on new challenges.

### Wireless Connectivity and Remote Work

Verizon’s wireless connectivity plays a crucial role in enabling remote work capabilities. As businesses face a labor shortage and the war for talent intensifies, Verizon’s wireless fixed solution offers stable connectivity for remote employees. The compact device can be easily set up, providing access to Verizon’s renowned wireless network. This solution benefits both large companies seeking reliable connectivity for their workforce and individuals using it for home office setups, education, or leisure activities.

### Verizon’s Nationwide Broadband Solution

Verizon recently expanded its broadband reach to cover 25 million homes and 2 million businesses across the nation. This expansion provides customers with high-quality wireless internet through a simple and convenient installation process. With this nationwide broadband offering, Verizon is enhancing work-from-home capabilities and meeting the demands of a growing market.

For the full conversation on intelligent automation and the future of workforce transformation, watch the [Bloomberg interview with Sampath Sowmyanarayan](video-link).

*(Source: [Bloomberg](bloomberg-source-link))*

Bloomberg, Verizon Business, Intelligent Automation, AI, Customer Experience, Call Centers, Remote Work, Wireless Connectivity, Workforce Transformation

– [Bloomberg Article](bloomberg-article-link)
– [Verizon Business](verizon-business-link)

[video-link]: youtube-video-link

Sampath Sowmyanarayan, Chief Revenue Officer, Verizon Business discusses intelligent automation with Bloomberg’s Scarlet Fu at Bloomberg’s Intelligent Automation: Creating the Workforce of The Future event.

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