The AI in Business Podcast AI for Better Customer Connections in CX - with Joe Atamian of Comcast
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Feb 27, 2026 Joe Atamian, VP at Comcast who leads AI-first contact center transformations, talks about fixing fractured customer context. He explains AI as connective infrastructure across IVR, chat, and agents. Short pilots, frontline input, and new CX metrics are recommended. The conversation highlights continuity, smarter coaching, and business benefits from one-and-done customer resolution.
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Channel Silos Erode Trust And Waste Time
- Channel silos cause customer frustration because interactions and history don't travel between IVR, chat, and voice.
- Joe Atamian describes reps juggling 6–12 windows and customers repeating identity info despite entering it in IVR.
Deploy AI To Preserve Context And Free Agents
- Let AI carry intent, sentiment, and history across channels so humans can focus on empathy and problem solving.
- Joe recommends AI draft call notes, surface scripts/offers, and identify repeat callers to calm frustrated customers.
Measure Ease Of Doing Business Not Just AHT
- Traditional efficiency metrics like AHT or deflection can mask poor customer outcomes.
- Joe argues measuring ease of doing business and cross-channel resolution reveals real customer experience.