AT&T achieves 2X ROI from generative AI investments

AT&T, a company with a historical legacy in technology innovation in the United States, has been increasingly focusing on artificial intelligence (AI) as a means to enhance its operations. The Chief Data and AI Office is tasked with managing an immense scope of data. The company has gone beyond traditional AI approaches by integrating generative AI across all business areas, which has allowed for innovative solutions and process improvements. As part of its transformation efforts, AT&T established a dedicated office to evaluate AI use cases based on their potential business value. With the emergence of generative AI, AT&T has found new ways to address longstanding challenges, such as robocalls, a top customer complaint when Markus was first involved with the company. The Ask AT&T platform, utilizing generative AI technologies, significantly enhances the ability to convert complex human language needs into actionable data insights. Additionally, initiatives have been taken to ensure that data management practices align with both regulatory compliance and the overall business strategy. The proactive approach to adopting AI has not only streamlined processes, but also created a data product concept within AT&T aimed at better management of customer data. The organization has developed a formal AI policy, ensuring that more than 100,000 employees and contractors are equipped to leverage AI tools effectively. This policy reflects a culture that embraces technological changes and empowers staff at all levels. Markus has emphasized the potential for increased ROI from AI investments, detailing how for every dollar spent, the company sees a return of double that investment. This strategy is set against a backdrop of expectations to achieve significant overall savings through AI, targeting an ambitious savings goal of $3 billion by the end of 2027. The dynamic nature of AI implementation at AT&T indicates a strong commitment to innovation and flexible adaptation, which reinforces the company's position in the telecommunications sector.