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Fireside Chat: Step-by-Step Actions to Support a New CX Automation Project

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Vasco Pedro
Co-Founder and CEO at Unbabel
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About the talk

There is a great opportunity for AI tools to answer and tackle basic customer service questions, but there are also many dangers in over-deploying these technologies. Great care and planning is required to get the balance right. This session focuses on hands-on experiences to support you integrate better technology:

  • Pinpointing which CX issues do AI tools struggle with

  • Balancing human vs digital contact channels and staff

  • Getting the business case for AI and automation:  Alternatives and planning ahead

How to personalize AI customer interactions for CX optimization

00:00 Intro

00:35 Vasco Pedro

02:10 Opportunity of technologies

05:12 AI and Brain process

08:40 About culture

09:40 About languages

11:08 AI languages

16:08 Management and misunderstanding

18:24 Expending and complicity

22:04 Q&A

About speakers

Vasco Pedro
Co-Founder and CEO at Unbabel
Tim Rickards
Director, Social & Content Strategy at Hearsay Systems

I am the CEO of Unbabel, we are eliminating language barriers by combining machine translation and human post editing. I have a PhD in Language Technologies from Carnegie Mellon.

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My team and colleagues recognize me as an empowering leader with a deep understanding of client relationships and proven experience building campaigns that drive revenue. My expertise lies in analyzing qualitative and quantitative research to identify opportunities, then defining the strategy for data-driven campaigns and go-to-market strategies.

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Let's transition to the fireside chat. So I'm going to be talking with Pascal Pedro who is co-founder and CEO of unbearable. We're going to talk about in general. Also about how and why it works. So well for language translation, the two of us talked earlier this week. We're both pretty verbal. So this discussion may take its own Journey. I'm totally okay with that, but we're going to try and stick to you just a little bit of a script. So I'll Basco. Welcome so much for thanks for joining us. Can you just give us a little bit of

info about you and what you do before we dig in my background has been in language. Since I can remember I have a master's and PhD natural language processing from Carnegie Mellon and since then I've been creating company that apply. Learning different things in 2013 and Michael Connor started in battle that I run as a CEO currently talked about in one of my own personal interest is just, you know, the view and the General Media about artificial intelligence and by extension machine learning and feel like we've got these two Polar

Opposites one, you know, the evil machines are coming to take all of our jobs in it. If you quote on quote live below the API, you're going to be subject to, you know, Eternal surf, dump. The other side is that you just need to sprinkle some AI on your business and it will magically explode into this. This wonderful and I'm successful Enterprise. So I wanted you to know from your experts position, talk a little bit about help us to find a i in a way that's that's helpful for, you know, for the labor. I'm so not a practitioner, but a little deeper than, oh, it's an algorithm talk to me a

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Vasco Pedro
Tim Rickards