AI customer service, business challenges and opportunities – Alla Tarighati, SEB

Aida is a virtual assistant at SEB service desk. She responds to questions or escalates those conversations she cannot handle. Every day, she helps hundreds of customers contacting SEB customer service. This means she generates a lot of conversation texts that can be analyzed and studied. The main goal of this talk is to explain some of the challenges of having an AI assistant in an organization, and the opportunities it creates.

Key Takeaways

  • Business challenges and opportunities of having an AI customer service
  • Converting a business case to an ML project
  • Defining a research project and collaborating with academia

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