Embedding AI: The Questions Every CEO is Asking

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May 15, 2023

Guest

Beyang Liu

Zayd Enam, Co-founder and CEO of Cresta, focuses on enhancing customer service through AI in contact centers. Barry McCardel, Co-founder and CEO of Hex, discusses how AI can revolutionize data analytics, while Beyang Liu, Co-founder and CTO of Sourcegraph, shares insights on utilizing AI for improved coding assistance. The trio tackles challenges in privacy, differentiation, and the future landscape of contact centers, emphasizing the need for thoughtful integration of AI to boost operational efficiency and customer relations.

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ANECDOTE

Contact Center Attrition

Contact centers face high attrition rates, sometimes exceeding 80%, due to various factors.
These include seasonal demand, low wages, high stress, and dealing with frustrated customers.

INSIGHT

AI-Driven Customer Service

AI can transform customer service by empowering agents, not replacing them.
This approach improves customer experience and provides valuable business insights.

INSIGHT

AI-Powered Business Insights

AI can analyze customer conversations to reveal valuable insights about product feedback, market trends, and competitor activity.
This data helps businesses make better product development and marketing decisions.

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2022 was a breakout year for AI. While machine learning had already been integrated into applications for millions of users, for many, these tools still felt like their first real-world encounter with AI.

As AI continues to revolutionize industries, CEOs are discussing how to integrate this new superpower. They are also considering important questions around data privacy, competition, cost, accuracy, and speed.

In today's episode, we talk with Cresta, Hex, and Sourcegraph, three companies at the forefront of integrating AI into their existing products. From navigating data privacy concerns to optimizing accuracy and managing costs, these leaders are navigating the complexities of this new superpower.

Topics Covered:

00:00 - Introduction
02:51 - How AI can enhance customer service
08:26 - Using AI to shape data and analytics
09:33 - Solving the challenges on contextual understanding
12:01 - Giving AI the right information and context
13:31 - Tools that help build language Models (LLMs)
15:39 - Building open source tools
18:40 - Constructing prompts
22:26 - How do you differentiate?
23:48 - Customization as a moat
25:26 - Privacy challenges
29:14 - Language models and search engines
30:41 - Cost and pricing of models
32:48 - What does the contact center look like in 2028?

Resources:

Find Barry McCardel on Twitter https://twitter.com/barrald

Find Beyang Liu on Twitter: https://twitter.com/beyang

Find Zayd Enam on Twitter: https://twitter.com/zaydenam

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