Anshuman
Guha
Staff Machine Learning Engineer
Freshworks
Anshuman is a staff machine learning engineer at Freshworks, leading R&D on Generative-AI & language models and having successfully deployed multilingual features worldwide. Previously, he was a principal data scientist at Capital One, where he led the development of a fraud detection product, managing real-time traffic for 50 million users and reducing ML errors significantly. Earlier, at SparkCognition, he specialized in ML models for IoT device behavior, presenting his work at the OSDC West Conference. With a history of innovation, Anshuman's contributions to machine learning and data science are recognized through patents, conference presentations, and publications. His career spans roles that emphasize large-scale deployment and the building practical application of machine learning techniques.
10 July 2024 16:30 - 17:00
Improved agent support: real-time guidance with generative AI chatbots
In the realm of customer service, real-time quality assessments and corrective action generation are pivotal for delivering a positive customer experience. Utilizing AI-powered quality control helps eliminate potential biases introduced by human agents. Leveraging the capabilities of generative AI and large language models (LLMs), we can assess agent responses and provide real-time suggestions based on various performance metrics. These suggestions encompass areas like behavioral language, language errors, communication clarity, and information usefulness. By seamlessly integrating LLMs and generative AI, agents can receive valuable guidance during live conversations, resulting in enhanced customer satisfaction and improved operational efficiency for contact centers.
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