Episode 47: Custom Taxonomies and Intent Labeling in Customer Support -- with HumanFirst CEO, Gregory Whiteside

CX, AI, and Outsourcing

In this episode, host John Walter and HumanFirst CEO, Gregory Whiteside discuss the following topics:

1. Evolution of Customer Support Technologies: Gregory Whiteside discusses the transformation in customer support through the integration of AI and large language models.
2. 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.
3. 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.
4. Custom Taxonomies in AI: The episode emphasizes the importance of developing custom taxonomies to tailor AI solutions to specific business realities and customer conversations.
5. Data Transformation for AI Training: The discussion includes how unstructured data is transformed into high-quality training data for natural language understanding.
6. Prompt Engineering in AI: Gregory talks about the use of prompt engineering to leverage large language models more effectively in AI applications.
7. 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.
8. 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/