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In this episode, Markus sits down with John Miller, VP of Consumer and Retail Solutions at AT&T, to explore how one of the world’s largest telecom companies is using AI agents and LLMs to enhance service delivery and modernize operations. John explains how his team deployed the very first GPT-style interface implemented across AT&T and how it is empowering employees throughout the organization.
He also shares AT&T’s strategy for evolving from traditional workflow logic to asynchronous, agent-driven interactions that better mirror customer behavior. From managing petabytes of unstructured data to wrapping legacy mainframes with AI interfaces, John provides actionable insights for any enterprise looking to embrace generative AI.
Timestamps00:00 Episode Start
03:00 A broad overview of how AT&T is leveraging AI
06:15 The best solution for scale
09:30 Reshaping workflows to better serve customers
15:20 How to design your org's AI agents
20:55 Different models for different tasks
22:50 Empathizing with your customers
29:35 Tackling legacy systems one step at a time
35:55 The data problem
44:15 Advice for others beginning their journey
Episode Key Takeaways“For companies trying to wait until they have perfect data, you’ll never have perfect data. So it’s better to just start. Even with imperfect data, you can begin to see meaningful trends and value, especially when your AI tools are designed to adapt and refine based on real-time feedback.”
“We’re wrapping legacy systems like a python [by] slowly squeezing out functionality until they’re obsolete. This approach lets us modernize without disruption, giving employees a seamless experience while we replace backend systems incrementally. Over time, those old systems just quietly phase out.”
“AI lets you break the traditional workflow logic. Now we meet customers wherever they are in their journey, instead of forcing them through a rigid sequence. It’s a shift from thinking about linear steps to enabling outcomes through flexible, asynchronous interactions.”
4.9
4444 ratings
In this episode, Markus sits down with John Miller, VP of Consumer and Retail Solutions at AT&T, to explore how one of the world’s largest telecom companies is using AI agents and LLMs to enhance service delivery and modernize operations. John explains how his team deployed the very first GPT-style interface implemented across AT&T and how it is empowering employees throughout the organization.
He also shares AT&T’s strategy for evolving from traditional workflow logic to asynchronous, agent-driven interactions that better mirror customer behavior. From managing petabytes of unstructured data to wrapping legacy mainframes with AI interfaces, John provides actionable insights for any enterprise looking to embrace generative AI.
Timestamps00:00 Episode Start
03:00 A broad overview of how AT&T is leveraging AI
06:15 The best solution for scale
09:30 Reshaping workflows to better serve customers
15:20 How to design your org's AI agents
20:55 Different models for different tasks
22:50 Empathizing with your customers
29:35 Tackling legacy systems one step at a time
35:55 The data problem
44:15 Advice for others beginning their journey
Episode Key Takeaways“For companies trying to wait until they have perfect data, you’ll never have perfect data. So it’s better to just start. Even with imperfect data, you can begin to see meaningful trends and value, especially when your AI tools are designed to adapt and refine based on real-time feedback.”
“We’re wrapping legacy systems like a python [by] slowly squeezing out functionality until they’re obsolete. This approach lets us modernize without disruption, giving employees a seamless experience while we replace backend systems incrementally. Over time, those old systems just quietly phase out.”
“AI lets you break the traditional workflow logic. Now we meet customers wherever they are in their journey, instead of forcing them through a rigid sequence. It’s a shift from thinking about linear steps to enabling outcomes through flexible, asynchronous interactions.”
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