Kuljesh Puri is the Senior Vice President and Common Supervisor of Communications, Media & Era at Power Methods. He brings over 26 years of enjoy around the instrument, telecom, and semiconductor industries, along side intensive global publicity and a keenness for transformation.
Sooner than becoming a member of Power, Kuljesh headed the Telecom Product Engineering portfolio at Tech Mahindra. Sooner than that he labored at Harman World, a Samsung corporate, as Vice President and World Common Supervisor for the Telecom and Commercial verticals, mandated with defining a enlargement trajectory for the industry. Previous, Kuljesh spent 15 years in senior industry and engineering roles at Aricent in each the B2B and B2C companies.
Persistent Systems is an international virtual engineering and endeavor modernization corporate that companions with companies to power innovation and boost up virtual transformation. With deep experience in instrument, cloud, and information, Power delivers end-to-end answers throughout industries, together with healthcare, monetary products and services, communications, and era.
What are essentially the most transformative tactics you notice AI impacting name middle operations in telecom and media nowadays?
Historically, touch facilities were value facilities designed to take care of buyer queries. Over time, from phone-based name facilities, Jstomer carrier has developed into multi-channel carrier facilities via chat, emails, and cellular apps. Key inventions like seamless omnichannel reviews, AI-driven multilingual self-service, sentiment research, and predictive churn control are not non-compulsory—they’re crucial. On the similar time, Agentic AI is reworking touch facilities into Jstomer enjoy facilities through absolutely dealing with end-to-end duties like billing corrections, plan upgrades, or technical troubleshooting with out human intervention, going past scripted chatbots. General, AI is enabling companies to wait for Jstomer wishes moderately than simply reacting to them through switching from reactive enhance to predictive, personalised and self-improving. The result’s enhanced operational potency and the power to power deeper Jstomer pride and loyalty. Via lowering prices and convalescing carrier, AI is reworking name facilities from conventional value facilities into high-value, client-centric hubs that without delay have an effect on income.
How are predictive analytics, automation, and NLP convalescing real-time buyer interactions?
The mixing of predictive analytics, automation, and Herbal Language Processing (NLP) is revolutionizing how we interact with purchasers in genuine time. Predictive analytics lets in organizations to wait for Jstomer habits and be offering proactive answers. Automation accelerates processes, making sure fast responses to Jstomer queries whilst minimizing human error. However, NLP empowers chatbots and digital assistants to have interaction in additional herbal, human-like conversations, convalescing each the standard and pace of carrier. When blended, those applied sciences create an atmosphere the place Jstomer interactions are sooner and extra personalised—in the end improving the customer enjoy and fostering loyalty.
How does AI give a contribution to making a extra seamless, omnichannel buyer enjoy?
AI is the important thing element of a continuing, omnichannel Jstomer enjoy. It permits corporations to combine interactions throughout more than a few channels—whether or not it’s a chatbot on a site, a dialog on social media, or a telephone name to a touch middle. Via consolidating records from those touchpoints, AI guarantees the messaging is constant and adapted to each and every Jstomer. The actual energy of AI lies in its talent to personalize those interactions, making sure that purchasers obtain related, context-aware enhance throughout channels. This creates a frictionless enjoy, the place purchasers can transfer from one touchpoint to any other with out shedding continuity.
With intensive enjoy running with telecom and media corporations, now we have helped organizations leverage AI to streamline buyer trips, support workflows, and supply a unified enjoy. This permits purchasers to create a extra seamless, personalised carrier that complements pride and drives lasting loyalty.
What are the commonest ache issues organizations face when deploying AI into their name facilities?
One of the vital largest demanding situations organizations face when deploying AI of their name facilities is integrating it with legacy methods. Many conventional touch facilities, in particular the ones depending on on-premises answers, lack the infrastructure to enhance AI’s complex functions. Migrating to the cloud is very important to unlocking AI’s complete attainable, however this transition will also be complicated and dear. Moreover, AI fashions require high quality, well-organized records, which legacy methods continuously fight to supply. Making sure a clean transition with out disrupting the buyer enjoy is any other vital hurdle. Privateness and safety issues relating to records utilization additionally want to be addressed comprehensively.
Organizations want an skilled spouse to navigate those demanding situations—one with a deep figuring out of each AI and industry-specific wishes. We’ve helped many telecom and media corporations modernize their touch facilities, overcoming those ache issues and making sure seamless transitions that support operational potency and reinforce the full buyer enjoy.
For instance, Persistent collaborated with a leading U.S. telecommunications technology provider to reinforce their touch middle operations. The buyer sought after to investigate buyer interactions via their conversational AI platform to realize insights into buyer pride and agent efficiency. We advanced a GCP-backed records analytics layer that processed records from over 30 real-time streaming pipelines, dealing with over a thousand million messages day by day. This resolution supplied close to real-time insights, serving to the customer observe key metrics like caller sentiment and repair pride, in the end convalescing buyer enjoy and operational potency.
Via partnering with mavens who perceive each AI and the telecom {industry}, organizations can triumph over not unusual deployment demanding situations, modernize their touch facilities, and release treasured data-driven insights to reinforce buyer interactions and power operational enhancements.
What are one of the vital largest variations in how telecom vs. media corporations are adopting AI for Jstomer carrier?
The telecommunications sector has lengthy been a pioneer in setting up large-scale touch facilities, pushed through the want to set up crucial products and services reminiscent of billing inquiries, new connections, and troubleshooting connectivity problems. Those purposes stay central to the {industry}, and AI is an increasing number of leveraged to optimize operations in those spaces, as they constitute a good portion of Jstomer enhance price ticket volumes. Given the aggressive panorama, many telecom operators additionally use predictive analytics to wait for Jstomer churn, enabling centered advertising campaigns and retention methods.
By contrast, media corporations center of attention on AI for various functions, reminiscent of detecting account sharing, managing subscriptions, inspecting viewing patterns, curating content material, and adorning Jstomer engagement via computerized self-service choices.
At Power, now we have labored with each telecom and media corporations to tailor AI answers that meet their distinct demanding situations. For telecom, we center of attention on convalescing operational efficiencies and leveraging predictive analytics to power proactive customer support. For media corporations, we goal to reinforce buyer engagement via AI-driven suggestions, content material personalization, and self-service automation.
On your enjoy, what cultural or organizational shifts are vital to totally include AI in those sectors?
To completely include AI, telecom and media corporations should go through a cultural shift towards changing into data-driven organizations. This calls for fostering a mindset of continuing studying and innovation throughout all departments. AI adoption isn’t just an IT initiative, it calls for cross-department collaboration, in particular between IT, Jstomer carrier, and operations. Firms should spend money on AI skill and concentrate on reskilling their current team of workers to verify they have got the talents to regulate and paintings along AI methods. Moreover, adopting agile methodologies will probably be the most important to permitting organizations to briefly iterate and optimize their AI answers. Sturdy management is vital to power those adjustments and be sure that AI projects align with general industry targets, in particular convalescing Jstomer enjoy whilst using industry effects.
How does the purchase of Starfish Mates toughen Power’s AI-powered touch middle and unified communications functions?
The purchase of Starfish Mates considerably complements Power’s place within the AI-powered touch middle and unified communications house. This strategic acquisition builds on our current engineering functions within the Touch Middle and Unified Communications area, increasing our AI-driven industry transformation experience and reinforcing our center of attention on operational excellence. Starfish Mates is understood for its state-of-the-art Undertaking Communications automation platform, which serves one of the vital international’s greatest enterprises, together with many Fortune 500 corporations. When blended with Power’s strengths in AI-driven automation, this acquisition lets in us to provide much more robust, built-in answers that streamline workflows, reinforce Jstomer engagement, and support operational potency.
Information safety and privateness are best issues for organizations in telecom—how is Power addressing those in AI-enabled customer support answers?
Information safety and privateness are essential issues, particularly within the telecom {industry}, the place Jstomer records is delicate and extremely regulated. At Power, we lend a hand telecom corporations navigate those demanding situations through imposing AI answers that make sure that records coverage at each and every step. We enhance our purchasers in attaining compliance with international laws reminiscent of GDPR, CCPA, and different records coverage rules, embedding privateness safeguards inside of their AI-powered customer support operations.
We lend a hand purchasers in integrating tough safety features, together with encryption, anonymization, and get admission to controls, to safe records all over its lifecycle. Moreover, we make sure that transparency through serving to purchasers handle complete keep an eye on over their records, providing transparent visibility into the way it’s used and controlled. Via offering ongoing AI fashion audits and possibility exams, we be sure that our answers stay safe, compliant, and adaptable as laws evolve, giving our purchasers the boldness to leverage AI applied sciences responsibly whilst keeping up buyer believe.
After all, what does luck appear to be to you in terms of AI-powered Jstomer enjoy for telecom avid gamers over the following 5 years?
Over the following 5 years, AI will redefine the position of touch facilities within the telecom {industry}. Good fortune will probably be measured through the power of telecom corporations to develop into conventional name facilities into proactive Jstomer engagement hubs. Agentic AI will develop into telecom buyer enjoy through proactively resolving problems, providing personalised enhance, and enabling independent carrier movements throughout channels. Finding out from interactions to conform in genuine time guarantees sooner, smarter, and extra human-like engagement, which is vital for buyer enjoy transformation.
Via offloading 50%-60% of regimen Jstomer carrier duties to Agentic AI, telecom operators can support potency whilst permitting human brokers to concentrate on extra complicated problems. Predictive analytics will play a pivotal position in expecting Jstomer wishes, whilst omnichannel integration will make sure that a continuing enjoy throughout all touchpoints.
At Power, we lend a hand telecom and media corporations enforce Agentic AI answers that power innovation and support buyer interactions. Our experience in AI and telecom permits the introduction of smarter, extra agile touch facilities, leveraging records to align with industry objectives. Taking a look forward, our objective is to lend a hand those organizations securely infuse AI throughout their operations, deepening their reference to consumers and positioning them for luck in a swiftly evolving virtual panorama.
Thanks for the good interview, readers who need to be told extra must discuss with Persistent Systems.
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