Sam Finnigan and Michael Sumitra join ProTek Fiber’s Kyle Rix in FBA webinar on transforming subscriber experience using AI with a human touch

• Speakers: Sam Finnigan, business development manager at Adtran; Michael Sumitra, manager, solutions marketing at Adtran; Kyle Rix, CTO of ProTek Fiber
• Topics: AI with a human touch: How ProTek Fiber is raising the subscriber experience


• When: Tuesday, November 17, 2 p.m. ET
• Where: Fiber Broadband Association, FBA Presents webinar series https://fiberbroadband.org/event/fba-presents-ai-with-a-human-touch-how-protek-fiber-is-raising-the-subscriber-experience/ 

As fiber networks deliver ever-faster speeds, subscriber experience increasingly depends on what happens beyond the fiber connection. Many service issues reported as slow internet are actually caused by Wi-Fi coverage, device placement, interference or older equipment inside the home. For smaller service providers, identifying and resolving these issues efficiently is critical to reducing repeat calls, unnecessary truck rolls and customer frustration.

In this webinar, Kyle Rix, Sam Finnigan and Michael Sumitra will explore how ProTek Fiber is combining managed Wi-Fi insights, subscriber self-service and AI to improve customer care without losing the human touch. Kyle will share how ProTek built Emma, its AI voice agent, and how its two-person customer support team identifies and resolves in-home Wi-Fi issues. The session will also feature live demonstrations of ProTek’s subscriber app, quality-of-experience scoring and AI agents that gather data and recommend solutions while keeping people in control of customer-facing decisions.