High Agency: The Podcast for AI Builders How to Create AI Strategy in Enterprises with Peter Gostev from Moonpig
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Oct 16, 2024 
Peter Gostev, Head of AI at Moonpig and former AI strategy lead at NatWest, shares valuable insights on creating effective AI strategies in large enterprises. He discusses the challenges of deploying LLMs, particularly in traditional banking and e-commerce. Peter highlights the importance of supportive leadership and the need for hands-on experience in AI implementation. The conversation also touches on underappreciated developments in AI, the automation of customer service, and how innovative projects can emerge from everyday workflows.
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Moonpig's Quick AI Customer Service Automation
- Moonpig automated customer service email summaries and template filling using LLMs in a few weeks.
- This quick project improved agent efficiency without extensive documentation rewriting.
Curiosity Drives AI Success
- Successful LLM users at Moonpig came from diverse job titles but shared curiosity and persistence.
- The key was a personality type eager to explore AI rather than technical expertise.
AI Challenges at NatWest Bank
- At NatWest bank, AI innovation was dependent on a committed core team pushing through red tape.
- Deployment was hard due to lack of processes and coordination delays, not just resistance.