Cataltepe also highlights the importance of building trustworthy AI and GenAI systems, especially for applications that affect people's lives. She mentions the European Union's standards for AI's safety, fairness, and transparency, and suggests involving human domain experts in the design and monitoring of the systems, using only necessary data, and involving legal and IT teams at every project for security and compliance.
Key takeaways:
- Zehra Cataltepe, CEO of TAZI.AI, discusses the use of AI and GenAI in customer management, particularly in personalizing customer support and handling customer complaints.
- AI can help categorize customer complaints by severity, while GenAI can classify complaints with fewer examples, adapting over time and learning from each new case.
- Both AI and GenAI can be used to identify trending topics and sentiments in customer messages, aiding in call center automation and providing insights into potential issues or opportunities.
- Building trustworthy AI and GenAI systems is essential, with the European Union setting standards for AI's safety, fairness, and transparency.