Six Hundred Million Decisions a Day. Zero Trust in the Room.

Six hundred million automated decisions are made daily at Optimum, but what happens when the human agents go rogue?

Today's episode features a conversation with Sundar Krishnan, who reveals why customer service agents override AI recommendations, the long-term cost of short-term customer "credits," and why enterprise AI is guaranteed to hallucinate without a critical, context-driven semantic layer. Todays show underscores why it is so important to bridge the human-AI trust gap.