Ben Rigby is SVP, Global Head of Product & Engineering, Artificial Intelligence, Automation, and Workforce at Talkdesk. He oversees strategy and execution of products that use machine learning techniques to increase operational efficiency in the contact center. This product suite spans automation (Virtual Agent, Agent Assist, AI Trainer), CX analytics (Interaction Analytics, Customer Feedback Management), knowledge management (Guide), workforce engagement (Workforce Management, Performance Management, Quality Management), and security (Guardian). Prior to Talkdesk, Rigby was the Head of AI at Directly where he led the development and deployment of customer service automation for clients like Samsung, Microsoft, Airbnb and LinkedIn. Rigby graduated Phi Beta Kappa from Stanford University with Honors and Distinction.
Technology is available today to automate 80% of contact center interactions. But to achieve this, it's imperative to lower the barrier to AI adoption in contact centers. More specifically, updating and maintaining AI models that drive accurate automation will need more accessible technology for contact centers to achieve scalable automation.
In this session, Ben Rigby will discuss how 'Human-in-the-loop' technology democratizes AI model training.
Topics discussed include: