Prashanth Shanmugam

User Experience Designer at Verizon Data Services India Pvt. Ltd.,

Prashanth Shanmugam

Prashanth works as a User Experience Designer for Verizon’s Technical Operations and Development Center. He holds more than three years of professional experience in Design technologies with great passion for UX Design, Usability testing and User research. His contribution to the team includes comprehending the requirements, designing and delivering high quality experience for both online and offline world. With his expertise in Design Process, he provides interactive prototypes for Desktops, Mobiles and Wearable Technologies. He is proficient in analyzing the application or product requirements and user personas; designing user interfaces from scratch; creating High and Low fidelity prototypes that conveys design and interactions to the Business and Technology; Redesigning user interfaces to improve productivity, user performance and addressing design problems; Conducting usability tests, analyzing the results to benchmark the UI and arrives at possible recommendations. Prashanth holds a Bachelor’s Degree in Information Technology and apart from relishing as a designer he is also an avid Technophile, Blogger and a Socializer.

Building humanized conversations | Why we replaced search with a chat?

18 min TED like Talk | Categeory: ML & AI | Target Audience: UX Designers, Product Designers, Startups, Architects, Students, Technophiles, Interaction designers.

Verizon Wireless is an American telecommunications company, a wholly owned subsidiary of Verizon Communications, which offers wireless products and services. With 146 million subscribers as of April 2017, Verizon Wireless is the largest wireless telecommunications provider in the United States. Verizon Wireless operates a 4G LTE network, which, as of January 2016, covers about 98 percent of the U.S. With such a huge customer base and state-of-the-art products, Verizon and the team always thrives to deliver more than the expectation. Verizon serves customers through various channels such as website, call centers, stores etc. With all the latest tech acquisitions, Verizon moves a step ahead of its competitors with respect to customer service. Promising to provide 24x7 customer support for the wide userbase is a huge challenge. Transforming from a telecommunication company to a technology company, the evolution has been mandatory. Implementing the latest technology and packaging it into simple forms of consumable interfaces is what Verizon is targeting on. How Verizon provided 24x7 customer support and improved the customer experience using Artificial intelligence and machine learning?

Three key takeaways

  • Finding opportunities from customer behaviour.

  • Choosing the right and efficient technology.

  • Implementing the technology in the simplest way to solve the problem.