{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Next-Gen Network Heroes","title":"Bias Toward Action: Driving AI Innovation Across Global Networks with Greg Freeman","html":"","width":"100%","height":180,"duration":1946,"description":"What does it take to lead innovation across one of the world’s largest telecommunications networks?In this episode of Next-Gen Network Heroes, host Bob Slevin sits down with Greg Freeman, Vice President of Network and Customer Transformation at Lumen Technologies, to explore how AI, automation, and curiosity are reshaping the future of network operations.Greg shares how his “superpower” lies at the intersection of deep network engineering expertise and AI fluency. From deploying over 375 deterministic workflows across millions of network interactions each year to building internal AI agents that can diagnose customer issues and answer network questions in natural language, Greg offers a firsthand look at what innovation at scale really looks like.The conversation dives into the evolution of AI methodologies—from machine learning and generative AI to agentic AI, MCP (Model Context Protocol), and A2A (agent-to-agent) protocols. Greg explains how his team balances continuous incremental improvement with breakthrough innovation, why “bias toward action” matters more than perfection, and how organizations can build cultures that empower experimentation.They also discuss customer expectations in the AI era, governance and security guardrails, and the changing role of network leaders as both operators and innovators. Plus, Greg shares practical career advice for the next generation of engineers and reveals the surprising inspiration behind one of Lumen’s newest AI agents: “Swaggert,” named after astronaut Jack Swigert of Apollo 13 fame.Takeaways:Don’t Let Perfect Get in the Way of Progress: Innovation doesn’t have to start with a complete solution. Greg’s team often launches tools that cover 25–30% of the network and improves them over time. Small wins compound quickly and can lead to major transformation.Balance Deterministic Workflows with Agentic AI: Traditional automation still has enormous value. The future lies in combining deterministic workflows with...","thumbnail_url":"https://img.transistorcdn.com/GfgAO1UoFlV2HP5eGS4MbqtuhqDYeks-uizqneGlR9U/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9lMjg4/MzgzNmZiODNhMTVk/NDM2YzFjNmY5OGEx/OWFlZC5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}