Modernizing BSS Platforms: An AWS Q&A With Sean Casey

LEVERAGING AI IN WAYS THAT DRIVE VALUE

Robbie Belson

We really want to unpack this journey, particularly as you integrated generative AI into your BSS solution. Let's talk about the customer signals. Why now?

Sean Casey

Obviously, everyone's talking about AI right now. Everyone's trying to find use cases in which they can drive value to their end customers. So for us, it was a natural progression, considering how many customer touchpoints we have, to focus on GenAI and see how we can do some things that automate activities and drive additional value.

Robbie 

The opportunity here was to find ways to make more actionable recommendations to customers, right?

Sean 

That's exactly right. Using AI we can actually act like a care representative that's the best expert in the system, knows everything in the catalog, knows everything about the customer, and can have a conversation with that customer to make a recommendation. It's really unique and compelling.

Robbie 

So you hear these customer signals, opportunity to integrate generative AI, and then what, AWS is a phone call away and then you started building?

Sean 

Pretty close to that, yeah. We heard from our AWS account rep, and they asked us if we could do a demonstration for Mobile World Congress. Turned around in four weeks and had the use case built out. Really cool, used a lot of different technologies. Amazon Bedrock, Sage Maker, machine learning (ML), GenAI, Amazon Lex for example, from a chat perspective. We were able to pull it together in four weeks and have a really cool use case to demonstrate.

Robbie 

I love the breadth and depth of services you leverage. What was the magic formula here?

Sean 

Really motivated developers when they get to work with really cool products and technology and a great company to partner with.

Robbie

It seems clear-services are something you clearly value, and being able to select the specific opportunity and technical feature that's right for you. Are there cultural elements in cloud partners that you really look for as you build this out as well?

Sean

Oh, for sure. And that's how we think about our customers as well. When you build a SaaS product, it's about a relationship. You don't just turn a software product on and disappear for the next four years. When you build a SaaS product, you want to help [your customer] grow their business, and that's what we see in AWS. AWS is effectively a SaaS infrastructure provider with so much more now with the managed services that you guys provide. We have a great partnership because we're continuing to innovate and invest with AWS, and you're making things easy for us to do. We didn't have to go build our own large language model. We could just plug into Bedrock and fire and move on.