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Episode 47: Custom Taxonomies and Intent Labeling in Customer Support -- with HumanFirst CEO, Gregory Whiteside
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When? This feed was archived on August 12, 2024 16:47 (). Last successful fetch was on June 14, 2024 08:25 ()
Why? Inactive feed status. Our servers were unable to retrieve a valid podcast feed for a sustained period.
What now? You might be able to find a more up-to-date version using the search function. This series will no longer be checked for updates. If you believe this to be in error, please check if the publisher's feed link below is valid and contact support to request the feed be restored or if you have any other concerns about this.
Manage episode 410472844 series 3447443
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/
One episode
Archived series ("Inactive feed" status)
When? This feed was archived on August 12, 2024 16:47 (). Last successful fetch was on June 14, 2024 08:25 ()
Why? Inactive feed status. Our servers were unable to retrieve a valid podcast feed for a sustained period.
What now? You might be able to find a more up-to-date version using the search function. This series will no longer be checked for updates. If you believe this to be in error, please check if the publisher's feed link below is valid and contact support to request the feed be restored or if you have any other concerns about this.
Manage episode 410472844 series 3447443
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/
One episode
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