AI Round Table

Slide deck from my presentation at the BrightGen AI Round Table event that took place on 24th Jan 2024.

Transcript

1. AI Roundtable www.brightgen.com Part of Credera and the Omnicom Group of companies 24th January 2024
2. Roundtable group discussions ( Volunteers wanted!) 04 Groups rejoin, Q&A & close Introductions 01 02 03 Welcome talk & demo Agenda
3. Jim Llewellyn Head of Business Success Paul Hardy Principal Solution Architect, Client Services Nessa Marriott SVP Retail, Media & TTH Keir Bowden CTO and AI Lead Paul Callaghan Sales Vice President Your hosts for today Tye Barnes Service & Field Practice Lead
4. The power of AI
5. AI is not new • Bots • Case Classification • Case Routing • Article Recommendations • Reply Recommendations Service • Lead Scoring • Deal Insights • Pipeline Inspection • Forecasting • Opportunity Scoring • Opportunity Insights • Activity Capture Sales • Engagement Scoring • Journey Path Optimizer • Messaging Insights • Email Recommendations Marketing • Einstein Search • Prediction Builder • Einstein Search for Knowledge Other AI PREDICTING SCORING CLASSIFYING RECOMMENDING
6. Generative AI is new G P T enerative re-trained ransformer Predicts the next word Until a stopping condition
7. Augmenting humans Enhanced creativity Data analysis Improved communication Simulated environments
8. Pace of change 1277 730 300 150 75 5 0 200 400 600 800 1000 1200 1400 Netflix Twitter Facebook Spotify Instagram ChatGPT Days to 1 Million Users Days
9. Investment • Grounded Service Replies [GA] • Work Summaries (LiveAgent) [GA] • Conversation Catchup [GA] • Knowledge Grounded Email Replies [GA] • Global Search Answers [Pilot] • Knowledge Gen (LiveAgent) [Pilot] • Gen Search Answers (LWR/Aura) [Pilot] • Work Summaries (Email) [Pilot] • Knowledge Article Creation (LiveAgent) [Pilot] • Knowledge Gen (Duplicates) [Pilot] • Service Replies (Multi-language) [Pilot] • Work Summaries (Multi-language) [Pilot] • Email Conversation Auto Response [Feb Pilot] • Unified Knowledge Search [Feb Beta] • Gen AI for Service Intelligence [June Pilot] Service • Sales Email [GA] • Call Summaries [GA] • Sales Summaries [Beta] • Call Explorer [Pilot] Sales • Subject Line Generator [GA] • Engagement Content Generator [GA] Marketing • Einstein for Developers [Beta] • Prompt Builder [Pilot] • Einstein Copilot [Pilot] • Einstein for Flow [Pilot] • Generative Flows [Pilot] Other $10.3 billion $6 billion $1.3 billion
10. Real World
11. 13 Industry solutions
12. Common challenges & roadblocks
13. Trust Copyright & ownership Hallucinations Toxicity Quality of data Lack of control Bias in data Skills gap Lack of transparency
14. Einstein Trust Layer
15. Choosing a pilot
16. Pilot attributes Feasible Relevant Visible Measurable Quality data Clear objectives Ethical Impactful
17. Query handling Content summarisation Scenario simulation Content creation Personalised interactions Data generation Pilot candidates
18. Thank You!