#785: Avaya CTO David Funck on building persistent memory of the customer with AI

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

What if every AI interaction with a customer built upon the last, instead of starting from scratch every single time, or at least having it feel that way?

Agility requires not just reacting quickly to customer needs, but learning continuously from every interaction to anticipate the next one. This means our technology, especially our AI, can't operate with amnesia; it must have a persistent, shared memory.

Today, we're going to talk about breaking down the silos between our AI systems. We'll explore a concept that promises to give our AI a persistent memory, allowing different models and platforms to share context and build a truly continuous, intelligent customer experience.

To help me discuss this topic, I'd like to welcome, David Funck, Chief Technology Officer at Avaya.
About David Funck
David Funck is the Chief Technology Officer at Avaya, bringing more than 30 years of experience in enterprise communications, cloud transformation, and contact center innovation. David has held senior technology leadership roles at Edify, Aspect Software, and Alvaria, where he served as CTO and led the transition of legacy platforms to modern, cloud-based architectures.
Before becoming CTO at Avaya, David served as the company’s Chief Architect, where he was responsible for advancing Avaya’s technology strategy and leading the Innovation Incubator and AI/ML initiatives. David joined Avaya through the acquisition of Edify, where he was CTO and played a key role in developing AI-native contact center solutions.
David’s expertise spans full-stack architecture, multi-cloud deployments across leading hyperscalers, and leading global development teams to deliver enterprise-scale solutions. He is known for driving high-impact product innovation, closing strategic customer contracts, and guiding companies through complex technical transformations.,
David Funck on LinkedIn: https://www.linkedin.com/in/david-funck
Resources
Avaya : https://www.avaya.com
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