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have a resolution at hand to solve the problem.” Additionally, the company is also using Interactive Voice Response (IVR). “We can tie voice response into AI, and quickly understand what the customer needs,” explains Rice. “The ability to anticipate and solve issues quickly is really amazing.” Data analytics are essential elements in the Sprint toolkit. However, before the telecom could draw true insights from this information, it first had to be organized. “When we first started, most of our data was in a structured
“Digital transformation has to be core to your organization’s inner being if you’re going to be successful” — Scott Rice, CIO at Sprint Corporation w w w.gi ga bi t ma ga z in e. com