We heard from DigitalGenius
, who deployed the Humans+AI Product in contact centres for KLM, TravelBirds, L’Oreal and Magoosh. Their product uses neural networks to pre-classify messages, pre-filling customer support responses and reduce repetitive customer support workload, while complex tickets were left to human agents.
shared their insights in applying machine learning to various use cases, from training a chatbot to recognise asthma symptoms better for Think.Act.Breathe on behalf of Boehringer Ingelheim, to helping T-Mobile’s chatbot recognise user moods to strengthen its connection with users and provide more appropriate responses depending on these emotional indicators.
Giovanni Vacanti, Quantum Physicist and Data Scientist at Seldon
, focused on explaining how machine learning algorithms work using matrix factorisation and the hybrid model (combines matrix factorisation with deep text learning) to create suggestions for users who have just started using a service.
Towards the end of the evening we heard from Benedict Dellot
, Associate Director at The RSA, who proposed the use of a modified Hippocratic Oath in AI, to help engineers and business create cognitive systems that protect human values.