00:00 Could you guys share how AI has impacted your organizations
00:03 in terms of cost reduction, process optimization,
00:07 and resource allocation?
00:09 We'll go first to Mohamed this time.
00:12 - Look, I think for us, we've been using AI
00:14 across many different areas.
00:16 So if you think about internally,
00:18 we use it to help us with our own forecasting,
00:21 our revenue forecasting, to better understand
00:22 what our numbers are gonna look like.
00:24 We use it, a big part of our business is how do we,
00:27 the data that we collect as MasterCard,
00:29 how do we ensure we use it in the right manner
00:31 for our customers?
00:33 So there's a lot of work to figure out
00:34 how do you clean the data.
00:35 We leverage AI to figure out how to do things
00:39 like data cleansing.
00:39 We talked about customer support.
00:42 So for us, it is a mechanism to be able to figure out
00:46 how to drive efficiency.
00:48 And I will tell you with generative AI,
00:50 we see a ton of new opportunities
00:52 that we could talk about in a little bit.
00:53 But this is a big area of focus for us.
00:57 We also help our customers increase their productivity.
00:59 For example, anti-money laundering is a big area
01:02 of challenge for our customers.
01:04 And it's a lot of manual reports that they have to pull.
01:07 It's inefficient.
01:08 We use AI to help filter through many of the data sets
01:10 and significantly reduce the time, for example,
01:13 to produce a report.
01:14 - All right, thank you for that, Madar.
01:16 Let's go to Brian here.
01:17 - Yeah, Mitch, I mean, I would give,
01:19 I already talked about the call routing.
01:20 I'll give you two other examples
01:21 that I think are pertinent here.
01:23 One is gonna be, think about the workforce.
01:25 So we have thousands of stores
01:27 that we operate within Verizon.
01:28 We've got our customer care agents, telesales,
01:32 and you've gotta make sure you've got a discrete mapping
01:34 between what do we think the calls are
01:36 that are gonna be coming in volume-wise?
01:38 How do we make sure that we get the right representatives
01:41 at the right stores at the right time?
01:43 That's all done through AI.
01:44 So we do all the workforce planning
01:46 through the analysis that we do with our own internal teams
01:49 and then map everything out accordingly
01:51 so that we know that call volumes coming in
01:53 maps directly to the number of representatives
01:55 that we're gonna have.
01:56 So that's one example.
01:57 Another one more along the lines of personalization
02:00 is gonna be like offer management.
02:02 So when you think about the customers that are out there,
02:04 it's a highly competitive environment that we're in.
02:07 And some offers may make sense for certain customers
02:10 and it may need to be different for others.
02:12 For one, maybe it's gonna be a new phone or an upgrade.
02:15 For others, it could be a content offer
02:16 that we're gonna have or an accessory offer.
02:18 So that offer management is all done to be very efficient
02:21 to make sure that we get the right offer
02:23 to the right person at the right time.
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