Arun Chandra said that in his role he is also responsible for the internal AI transformation of NiCE.
“I'm also responsible for the internal A I transformation of the company, of Nice A I for Nice, basically”
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Arun Chandra
1 episodes · 13 quoted claims
Arun Chandra said Henkel has 25 AI agents spanning eleven countries and seven channels.
“they have twenty five A I agents that are spanning eleven countries and seven channels”
Arun Chandra said he spent four years at Disney, where he modernized the customer experience function for the streaming business.
“I spent four years at Disney, ah, one of the best, uh, leading consumer brands in the world”
Arun Chandra described Disney's streaming business as having over 180 million subscribers, 110 geographies and roughly 25 to 30 languages.
“one hundred, 180 plus million subscribers, 110 geographies, twenty five, thirty languages, if you would”
Arun Chandra said his goal at Disney was to bend the cost curve so that costs flattened while subscribers grew.
“ultimately, my goal was to be able to bend the cost curve. So that means as subscribers are growing, the holy grail is that your cost structure is kind of flattening out.”
Arun Chandra said AI agents have their own operating cost in the form of token costs, so automation does not make work free.
“the A I agents have their own operating cost, which is in token cost”
Arun Chandra said Uber reportedly spent its entire token budget in a matter of months rather than a full year.
“Uber said, Hey, I spent my entire token budget in a matter of months versus the full year.”
Arun Chandra said he believes 95 to 97 percent of S&P 500 companies have not yet shown documented AI ROI in their profit and loss statements.
“I believe out of the S P 500, the vast majority, ninety five, 97% of the companies have yet to show a documented R O I in their P and L based on A I.”
Arun Chandra said software-as-a-service companies developed vendor lock-in and that AI is pushing toward open interconnectivity.
“SaaS companies developed a vendor lock. And I think A I is trying to democratize that and saying, I can open up everything for you.”
Arun Chandra predicted that open-source large language models will drive down token costs across the industry.
“the proliferation of open source L L M s that will come. And that, by the way, will drive down the cost of tokens across the industry, without question.”
Arun Chandra named Disney, Toyota and DHL as customers of NiCE.
“the companies like Disney or Toyota or DHL, who are other customers of ours.”
Arun Chandra described one approach to starting with agentic automation as tackling the hardest, most meaningful use case with a cross-organization coalition.
“take the hardest problem, take a really complex use case that is most meaningful to the company, build a coalition across the organization”
Arun Chandra said TripAdvisor publicly chose to start with its hardest use case and has been successful with NiCE.
“We have customers like TripAdvisor who have gone on the record and said, we are gonna pick the hardest use case.”