CX, AI, and Outsourcing

John Walter

All CX professionals work towards the common goal of delivering excellent and affordable customer experience. This podcast furthers that goal by exploring the ideas, technology, and economics that are shaping the customer support industry. read less
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Episodes

Episode 47: Custom Taxonomies and Intent Labeling in Customer Support -- with HumanFirst CEO, Gregory Whiteside
Mar 20 2024
Episode 47: Custom Taxonomies and Intent Labeling in Customer Support -- with HumanFirst CEO, Gregory Whiteside
In this episode, host John Walter and HumanFirst CEO, Gregory Whiteside discuss the following topics: Evolution of Customer Support Technologies: Gregory Whiteside discusses the transformation in customer support through the integration of AI and large language models.Agent Augmentation and Live Chat Platforms: The podcast delves into how HumanFirst initially focused on agent augmentation, integrating AI with live chat platforms like ZenDesk and Intercom to enhance agent performance.Natural Language Understanding (NLU): There's a significant focus on NLU's role in AI, particularly how it classifies text data into various labels or intents based on customer interactions.Custom Taxonomies in AI: The episode emphasizes the importance of developing custom taxonomies to tailor AI solutions to specific business realities and customer conversations.Data Transformation for AI Training: The discussion includes how unstructured data is transformed into high-quality training data for natural language understanding.Prompt Engineering in AI: Gregory talks about the use of prompt engineering to leverage large language models more effectively in AI applications.Impact of Large Language Models like GPT-3 and GPT-4: The podcast covers the effects these models have had on the industry and how they're shaping the future of AI in customer support.AI's Influence on Outsourcing and BPOs: The episode touches upon how AI and automation are increasingly being integrated into Business Process Outsourcing (BPOs) and the outsourcing sector.Additional Resources:Connect with Gregory Whiteside on LinkedIn: https://www.linkedin.com/in/gregory-whiteside/Discover more about HumanFirst: https://www.humanfirst.ai/Connect with John Walter on LinkedIn: https://www.linkedin.com/in/jowalter/