Rob Walker

Rob Walker, VP at Pegasystems, returns to share his expertise in AI and machine learning for customer engagement. He tackles the 'next best' decision-making dilemma and distinguishes it from recommender systems. The conversation dives into machine learning's coexistence with heuristic methods and tackles challenges around responsible AI practices. Rob also discusses the significance of feature stores and the balance between traditional models and deep learning, all while gearing up for the upcoming PegaWorld conference.

Rob Walker, Vice President of Decision Management at Pegasystems, shares his expertise on the importance of empathy in AI. He discusses how empathy enhances customer engagement and differentiates it from ethics. The conversation explores the integration of empathy metrics into AI decision-making, balancing profitability with customer welfare. Walker also highlights the impact of irrelevant engagements on brand reputation and the emerging role of a chief empathy officer in corporate structures.