Isaac Song

Turning AI potential into real outcomes.

Director, People Systems & AI at WPP Media · Ex-BHP · I've deployed RAG, MCP, and LLMs inside global enterprises. This is where I break down how real companies are doing the same.

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Build vs. Buy AI Models: What Leaders Need to Decide Before Funding a Proprietary LLM Leadership
Leadership

Build vs. Buy AI Models: What Leaders Need to Decide Before Funding a Proprietary LLM

Thomson Reuters spent $40 million building its own legal AI model, then kept using Claude for CoCounsel anyway, a build-vs-buy framework leaders can copy.

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Retail

Home Depot AI Phone Agents: How Gemini Enterprise Cuts Call Resolution to Four Times Faster

Home Depot piloted Google Cloud AI voice agents in 50 stores, cutting phone support to four times faster while keeping a human option live.

 Financial Services

American Express Fraud Detection: How AI Screens Billions of Transactions in Two Milliseconds

American Express built an NVIDIA-powered deep learning system that screens billions of card transactions for fraud in roughly two milliseconds apiece.

 Leadership

AI Vendor Concentration Risk: What Leaders Need to Decide Before an Agentic Platform Runs Core Operations

Ryanair's five-year Google Cloud deal, built to survive an outage like Delta's 2024 one, shows why agentic AI needs a resilience plan, not just a roadmap.

 Logistics

UPS AI Logistics: How Route Optimization and RFID Sensing Actually Cut Delivery Costs

UPS ran ORION and a new RFID sensing network at real scale for a decade, with verified savings, but the same year it cut 78,000 jobs.

 Retail

Lowe's Mylow: How an OpenAI-Built Assistant Answers a Million Home Improvement Questions a Month

Lowe's built Mylow on OpenAI's models to close a real information gap for DIY shoppers, and gave associates a version too, with measurable, uneven results.