Matthew Carney outlines how AI can help providers move from reactive to proactive customer care at JSI Connect 2026

• Speakers: Matthew Carney, engineering manager for software platforms at Adtran
• Topics: From reactive to proactive: Reimagining the subscriber experience with AI


• When: Wednesday, September 30, 2026, 9:45 p.m. CDT
• Where: JSI Connect 2026, Embassy Suites, Gulf Shores, Alabama, USA https://jsitel.com/resource/jsi-connect-2026

Broadband providers are under increasing pressure to deliver consistent subscriber experiences while managing operational costs and growing network complexity. Traditional support models often rely on customers reporting issues after service quality has already been affected, creating challenges for customer care teams and network operations staff alike. As providers seek to improve responsiveness and efficiency, many are exploring how data-driven automation and artificial intelligence can help identify emerging problems earlier and provide greater visibility into subscriber experience. The ability to move from reactive support toward proactive service assurance is becoming an important differentiator in customer satisfaction, operational performance and long-term business efficiency.

In this session, Matthew Carney will examine how AI-driven intelligence can help providers identify service issues sooner and respond more effectively to subscriber needs. He will explore practical approaches for improving first-call resolution, reducing unnecessary truck rolls and providing customer care and operations teams with deeper insight into network and subscriber conditions. The discussion will also consider how proactive workflows can help providers streamline support processes while improving service consistency. Attendees will gain practical insight into using AI to strengthen customer experience, improve operational efficiency and support better business outcomes.