Utilizing Augmented Intelligence at T-Mobile to Transform Call Center Agents' Efficiency and Customer Support [S31721]

Learn how T-Mobile and Core Scientific have partnered to deliver augmented intelligence to their call center agents at mass scale. Running ASR on Core Scientific Infrastructure stack and NVIDIA’s Jarvis NLP software, T-Mobile is delivering NLU-based experiences that automate the simple and augment the complex for their front-line agents, and creating a low effort, highly accurate and overwhelmingly delightful customer experience.

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Joel werdell

Principal Product Manager, AI

T-Mobile

Joel has over 15 years’ experience in developing products in large enterprise companies, start-ups and board adviser work. He has expertise in mobile, B2B, commerce, gaming, and artificial intelligence. Joel has a healthy obsession with user experience and product strategy, specifically related to driving business ROI outcomes. Joel joined T-Mobile in 2015 and currently leads a team focused on products that accelerate the adoption of AI company wide. In his spare time, Joel loves venturing high up in the mountains with his family and multi-day trips in the outdoors.

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Ian Ferreira

Chief Product Officer, AI

Core Scientific

With over 20 years’ experience in engineering in large companies and tech startups, Ian has expertise in software, engineering, UI/UX, systems architecture, product development, machine learning/artificial intelligence, and leading successful teams. Ian has a healthy obsession with end-user experience, high performance computing, and massive parallel systems. He joined Microsoft in 2004 as a senior software design engineer lead and received five promotions in 10 years. While there, Ian developed the architecture and implementation of Bing Ads, created the world’s first real-time bidding exchange, successfully launched the Windows 8 Ads-in-Apps, and launched the largest cloud deployment.