CEO Background

CF: You were CEO of Lastline, a cybersecurity company. Obviously, you know that it’s a company that powered network security products through AI. This seems like a great background for working at LiveVox whose portfolio is obviously heavily geared toward artificial intelligence. So how has this experience at Lastline prepared you for the responsibilities you now have at LiveVox?

JD: In many ways, you wouldn’t think there would be correlation between leveraging artificial intelligence and machine learning for network detection and response and working at LiveVox. Ironically, it is actually very similar. We’re leveraging artificial intelligence essentially to greater fidelity to the alerts that security operation centers were having to deal with because they were completely overwhelmed. An enterprise customer may have 10,000 security alerts on any given day. And to have analysts and people that are working in the SOC and channel partners and system integrators all combing through all those alerts every day and trying to find the one or two that are really important is an intolerable task. In security there may be 2 million open jobs and everyone’s running their infrastructures with fewer people than they need. Well, fast forward to LiveVox, I see exactly the same thing. They’re operating in a contact center struggling with getting people, training people and not having people turn over all the time. Agent efficiency, agent productivity, agent impact has become the most natural place to apply artificial intelligence and machine learning because you can make the agents much more predictive, so much more productive, so much more intuitive about what they’re going to need to help resolve a customer issue.