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Graham
Ganssle
Head of Machine Learning & Generative AI, Sales & Customer Service
Wayfair
Graham supports Wayfair’s post-order machine learning departments. This org builds machine learning products that streamline customer interactions with Wayfair’s live associate contacts through methods like phone and chat, drive virtual assistance products, and prevent and remediate incidents occurring with customer orders. Graham’s teams operate with the goal of using data to drive the best customer experience for Wayfair’s customers while economizing our operations. Graham’s natural language processing teams are currently working on augmenting our associate-customer interactions using generative AI technologies. Previously, Graham headed data science and machine learning engineering operations for a software consultancy in the financial services, supply chain, and energy verticals.
12 February 2025 09:00 - 09:30
From demos to dollars: Mastering generative AI at scale for real business transformation
AI is hot; Deeply upleveling your business operations is hotter Since ChatGPT’s launch two years ago, we’ve seen remarkable demos and ambitious pilots, but here’s the reality: most of these efforts struggle to scale and deliver real profit. Why? Scaling AI to drive substantial ROI is harder than any software challenge we've faced. Two major reasons for this: → The way we approach software engineering and organizational structure is evolving → Success hinges on mastering conversational and visual nuances that make or break the bottom line Join Graham to explore what truly works—and what doesn’t. he'll cover lessons learned, common failure points, and a clear, practical path for investing in AI at an enterprise scale to ensure meaningful returns. While we may be in the “trough of disillusionment,” a select few companies are already seeing transformative results from smart AI investments. he'll share how they’re doing it and how you can, too.