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Frank Ploumen
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May 11, 2026
Architecting Intelligence: A Long-Term Approach to AI in Telecom with Frank Ploumen
Z
2:48Zack KilgoreHOST
And, and within a communication service provider, where, where do you see the most enthusiasm today? Is it in the network ops, customer service, field tech, marketing? Where do you, um, where do you kinda see the most excitement, or is it everywhere at once?
F
3:00Frank PloumenGUEST
Well, th- there's a lot of use cases that we started to look at, actually so many that it's actually hard to keep track of them.
F
3:07Frank PloumenGUEST
So we started organizing them in outcomes, right? It's easier to think of, of use cases in outcome categories, and there's essentially four outcomes that we saw in, in the industry that are distinctly different, right? And if you highlight them, like one has to do with customer acquisition.
F
3:24Frank PloumenGUEST
How do I find new customers for my business? Service providers have a network, and you need to feed it with as many subscribers as you can, so that requires a set of intelligence, lookalike modeling, smart campaigning, not just try to target everybody, because that's a very wasteful way of, of doing customer acquisition.
F
3:48Frank PloumenGUEST
So if you have a subscriber, how do you create more lifetime value? How do you do more ARPU upsell? Which means you need to understand unmet needs.
F
3:58Frank PloumenGUEST
What does Frank want at home? What does Gabe want? Why would I pay more for my service? Well, it needs to be material and driving value for me, right? So a lot of use cases around understand the subscriber, understand the unmet needs, understand the points of friction, and then convert that into targeted upsell, right? A third category has everything to do with understanding what would drive somebody away from your platform, right? So how do you mitigate churn? Which comes down to, again, understand unmet needs, but now also understand friction in the platform, understand all the dynamics that go into a potential, uh, decision for a subscriber to, to abandon, right? Which is a very expensive, uh, decision for a service provider.
9 MINS LATER
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13:18Gabe PetersenHOST
Can you talk us through kinda each one? Maybe we start with point solutions and kinda what some of those subtle differences are between a point solution versus a, a bolt-on.