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Kuljesh Puri, SVP & GM of Communications, Media & Technology, Persistent Systems – Interview Series
- Kuljesh Puri is the Senior Vice President and General Manager of Communications, Media & Technology at Persistent Systems with 26 years of industry experience.
- AI is transforming call centers by enabling predictive analytics, automation, and NLP to enhance customer interactions and drive loyalty.
- AI contributes to seamless omnichannel experiences by integrating interactions across various channels and personalizing client support.
- Challenges in deploying AI in call centers include integrating with legacy systems, data quality, transition complexities, and privacy concerns.
- Telecom companies focus on optimizing operations and predictive analytics, while media companies use AI for content curation and engagement.
- Full AI adoption requires cultural shifts towards data-driven organizations, cross-department collaboration, and investment in AI talent.
- The acquisition of Starfish Associates strengthens Persistent's AI-powered contact center capabilities and reinforces focus on operational excellence.
- Persistent addresses data security and privacy in AI-enabled customer service solutions by implementing safeguards and ensuring regulatory compliance.
- Success in AI-powered client experience for telecom players involves proactive engagement, personalized support, and seamless omnichannel integration.
- Persistent Systems aims to help telecom and media companies implement AI solutions for improved customer interactions and business success.
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