{"podcast":{"title":"The AI in Business Podcast","slug":"the-ai-in-business-podcast-168928","podcast_index_feed_id":168928,"rss_url":"https://techemergence.libsyn.com/rss","website_url":"http://emerj.com","image_url":"https://static.libsyn.com/p/assets/9/c/2/2/9c226d0d338dd5bed959afa2a1bf1c87/1.png","author":"Daniel Faggella","episode_count":1163,"summary":"The AI in Business Podcast is for non-technical business leaders who need to find AI opportunities, align AI capabilities with strategy, and deliver ROI. Each week, Emerj research staff and journalists interview top AI executives from Fortune 2000 firms and unicorn startups - uncovering trends, use-cases, and best practices for practical AI adoption. Visit our advertising page to learn more about reaching our executive audience of Fortune 2000 AI adopters: https://emerj.com/advertise","last_synced_at":"2026-07-04T00:20:08.438260+00:00","page_url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928"},"episode":{"title":"AI-Empowered Customer Service, From Hype to Scalable Operations - with Shri Nandan of Comcast","slug":"ai-empowered-customer-service-from-hype-to-scalable-operations-with-shri-nandan-of-comcast","published_at":"2026-06-23T06:00:00+00:00","page_url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928/ai-empowered-customer-service-from-hype-to-scalable-operations-with-shri-nandan-of-comcast","show_page_url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928","url":"https://podcast.emerj.com/ai-empowered-customer-service-from-hype-to-scalable-operations-with-shri-nandan-of-comcast","audio_url":"https://traffic.libsyn.com/secure/techemergence/Ed_Dialpad_Feb2026_Final_Audio_External_Pod_Shri_Nandan.mp3?dest-id=151434","summary":"Significant enterprise investment in AI-driven customer service is producing inconsistent outcomes — and the gap between deployment ambition and measurable business value remains striking. In this episode, Shri Nandan, VP of AI Products and Experiences at Comcast, examines why organizational culture and readiness are the primary determinant of whether AI in CX delivers results that move the needle. The conversation covers how to define resolution in an agentic AI environment, how context transforms the role of human agents, and why a conservative, staged rollout reduces the risk of large-scale failure. This episode is sponsored by Dialpad . In this episode, we cover how to move from AI proof-of-concepts in customer service to deployments that consistently improve business outcomes. To go deeper on this topic and learn how consultants are winning business with evidence-based AI ROI and building long-term capabilities instead of chasing short-term gains, download our free PDF report, \"3 Keys to Thriving in the Coming Era of Automation\" at emerj.com/cok1","meta_description":"Significant enterprise investment in AI-driven customer service is producing inconsistent outcomes — and the gap between deployment ambition and measurabl…","key_points":[],"chapters":[],"topics":[],"duration_seconds":1165,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/the-ai-in-business-podcast-168928/episodes/ai-empowered-customer-service-from-hype-to-scalable-operations-with-shri-nandan-of-comcast/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/the-ai-in-business-podcast-168928/ai-empowered-customer-service-from-hype-to-scalable-operations-with-shri-nandan-of-comcast.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}