I started my career in an IT rotational program, initially drawn to data and automation. My introduction to conversational AI occurred while building reporting dashboards for a contact center solution. Through data, I discovered many opportunities to enhance the performance of the solution, identify new use cases, and quantify ongoing improvements. I thoroughly enjoyed the iterative maintenance and training involved, which led me to delve deeper into contact center tools. Fast forward several years, and here we are!

I subscribe to various topics in my Google News feed, particularly related to technology and my field, especially Generative AI tools and news. I’m also very grateful to work with a team of passionate technologists who regularly share discussion topics, learnings, and the latest developments in our Slack channels.

There are numerous challenges in the space, but a few stand out. The most difficult client challenge, I’d say, is accepting the fact that a conversational AI solution that addresses 85% of guest or customer inquiries is incredibly effective! Open-ended conversational AI tools can’t know everything all the time, and this openness can be daunting and difficult to accept. From a technology standpoint, the rapid pace of change means we’re never quite comfortable and are always adapting to new tools and features. This keeps us on our toes and can be exciting, but it’s definitely a unique challenge, especially in the past 6-12 months with the tight integration of Generative AI features to traditional Conversational AI tools.

While it may sound mundane, I always find the most value in the modernization of traditional contact centers, which is industry agnostic. The reality is that numerous enterprises grapple daily with delivering a robust omnichannel experience to their customers. This kind of modernization that involves streamlining of what are traditionally disparate technologies serves as an important prerequisite for many enterprises seeking to integrate Generative AI into their contact center experience.

I’m very passionate about people and technology – I think Conversational AI is such a unique cross of those two things: cutting-edge technology with human factors. It’s a fun space to be engrossed in and to talk about!

Our team! Working with passionate people in the AI/ML space has been such an amazing way to learn and grow from each other. Everyone brings their own unique background, experience, and technology expertise to create an environment where it’s okay to ask questions and lean on others to fill your gaps. It’s an environment where I learn something new every day and always have people to help solve business problems and share a good laugh while we do it!