Episode Summary:
In this episode, Maribel Lopez discusses generative AI with Dr. Sherry Marcus, the Director of Generative AI Sciences at Amazon Web Services. Her insights into the artificial intelligence needs of businesses gives her a unique perspective on the future of generative AI. Learn about the concept of agents in AI, why customers are moving toward the use of multiple models, and the ways AI might evolve in the future.

Key Themes:
Maribel and Sherry begin their conversation by discussing Amazon Bedrock, which is Amazon’s AI building service. The technology allows AWS customers to create their own AI models by offering choices of foundational models that can be customized.

Next, Sherry and Maribel discuss AI agents. In AI, Agents can retrieve real-time data to assist LLMs in providing information they cannot access in their training data. They also discuss how customers are currently using artificial intelligence, and why there is a shift away from specific modes and toward using multiple models for different use cases.

Dr. Sherry Marcus also explains how customers have historically used RAG (Retrieval Augmented Generation) to answer questions, and how that technology is evolving. Last, she explains why companies are using synthetic data to train their models, her predictions for the future of AI, and her favorite primer on AI.

Read What Is Chat GPT Doing… and Why Does It Work? by Stephen Wolfham: https://www.amazon.com/What-ChatGPT-Doing-Does-Work/dp/1579550819

Follow Dr. Sherry Marcus: https://www.linkedin.com/in/sherry-marcus-ph-d-4a4110/

Learn more about AWS: http://aws.amazon.com/

Visit Maribel Lopez’s Website: https://www.lopezresearch.com/

Follow Maribel Lopez on X/Twitter: https://x.com/maribellopez

Subscribe to Maribel Lopez on YouTube: https://www.youtube.com/c/MaribelLopezResearch

Follow Maribel Lopez on LinkedIn: https://linkedin.com/in/maribellopez/

In this episode, I interview Kevin McCartan, Senior IT Delivery Engineer at Musgrave, about how he leverages AI (Open AI's ChatGPT and Juniper Mist AI) to streamline network operations.
You can find a copy of the video here. https://www.youtube.com/watch?v=g1ZoMXn6c6M

Case studies here
Musgrave Stores Undergoes Transformation with AI-Native Network Enhancements
https://www.juniper.net/us/en/the-fee...

Three Steps on the AI Path to Retail Operational Zen
https://blogs.juniper.net/en-us/ai-na...

Episode Summary: In this episode, Maribel Lopez discusses responsible AI governance with Credo AI’s Head of Product Susannah Shattuck. Susannah builds AI governance tools that help organizations design, develop, and deploy ethical AI at scale. She has been working in Machine Learning Operations and AI governance for the last five years; her passion for AI governance can be traced back to her days on the IBM Watson implementations team, where she saw firsthand all of the things that can go wrong during the ML development lifecycle. Maribel and Susannah discuss the difference between responsible AI strategy and AI governance, the EU AI Act, and how she helps teams build governance plans that work for them.

Key Themes: Maribel and Susannah begin their conversation by discussing the risks of generative AI. Large language models have overlapping risks with older models such as algorithmic biases, but they also come with new risks such as hallucinations, privacy risks, and security risks.
Many companies want to implement AI, but those same companies recognize that they are not prepared for its risks. Susannah helps teams create AI governance plans that protect against risks without holding them back. She notes that it is not possible or practical to eliminate all risks, and that part of building a good strategy is allowing for low-risk use cases.
Later in the conversation, Maribel and Susannah dive into how Credo AI works with organizations to implement responsible governance. They also discuss the EU AI Act, which will shape AI governance in the years to come. Last, Susannah shares her predictions for the future of AI implementation and AI governance.

Visit Maribel Lopez’s Website: https://www.lopezresearch.com/

Follow Maribel Lopez on X/Twitter: https://x.com/maribellopez

Subscribe to Maribel Lopez on YouTube: https://www.youtube.com/c/MaribelLopezResearch

Follow Maribel Lopez on LinkedIn: https://linkedin.com/in/maribellopez/

Follow Susannah’s LinkedIn: https://www.linkedin.com/in/susannah-shattuck/

Follow Susannah’s Twitter: https://x.com/shshattuck?lang=en

Credo AI LinkedIn: https://www.linkedin.com/company/credo-ai/

Credo AI Twitter: https://x.com/credoai?lang=en

Episode Summary:
In this episode, Maribel Lopez speaks with Five9’s CTO and Head of AI Jonathan Rosenberg on AI’s potential in the Customer Experience (CX) and Contact Center as a Service (CcaaS) space. Currently, customers are often unsatisfied with chatbot communication services at contact centers. However, AI’s increasing generative capabilities show potential for exciting future applications.

Key Themes:
Maribel and Jonathan begin by discussing the current state of AI in CcaaS, and how many customers are unsatisfied with their experiences with automated calls. Contact centers have long attempted to automate aspects of the CX experience, first with DTMF and later with directed dialogue.

Unlike these technologies, generative AI has seen widespread adoption. Consumer familiarity with artificial intelligence will lead to them understanding how to interact with generative AI over the phone. Jonathan and Maribel also discuss their predictions for how AI will impact jobs in at contact centers. Jonathan believes that jobs will change, but they will not disappear.

Last, Jonathan defines open platforms and explains how their unique features allow for useful CX capabilities. The future of AI in CX depends on how quickly companies eliminate AI hallucinations. Once models overcome this obstacle, Jonathan predicts that AI will see wide adoption in the CX space.
For detailed show notes, navigate using the time stamps below:

Follow Jonathan Rosenberg on LinkedIn: https://www.linkedin.com/in/jonathanrosenberg1/

Follow Jonathan Rosenberg on X/Twitter: https://x.com/jdrosen2

Read Jonathan Rosenberg’s articles in the Forbes Technology Council: https://www.forbes.com/councils/forbestechcouncil/people/jonathanrosenberg/

Read the Broken Earth series: https://www.amazon.com/Broken-Earth-Trilogy-Season-Obelisk/dp/031652719X

Episode Summary: In this episode, recorded live at the IBM Think event in Boston, Maribel Lopez moderates a panel on AI governance with key figures from IBM and AWS. The discussion revolves around the current state and future of AI governance, the challenges and opportunities it presents, and the role of innovation and regulation in shaping responsible AI adoption.

Speakers:

Maribel Lopez, Lopez Research

Karthik Bharathy from Amazon SageMaker

Heather Gentile from IBM Watsonx.Governance

Kush Varshney from IBM Research.

Key themes:

This panel discussed the necessity for organizations to manage data across hybrid multi-cloud environments while ensuring robust governance is discussed. Gentile highlighted the strategic importance of AI governance for organizations aiming to align AI adoption with their ethics, culture, and values.

The panel discussed how companies are shifting from siloed AI projects to enterprise-wide governance frameworks driven by generative AI innovations as well as the need to closely follow changes in the regulatory landscape. Bharathy discusses the collaboration between AWS and IBM Watson to integrate governance tools with AI and ML workflows. This integration aims to simplify risk management and regulatory compliance for customers using generative AI. Collaboration between AWS and IBM is seen Varshney shared insights on ongoing research in AI governance, particularly in addressing issues like hallucination in generative AI and developing algorithms for regulatory compliance.

This podcast was recorded as a LInkedIn Live on managing AI risk, governance, and explainability. We also talk about the EU AI Act's impact on the overarching global regulatory environment.

Bio:
Heather Gentile, Director of watsonx.governance Product Management, IBM Data and AI Software. (Learn more about Watson X here. https://www.ibm.com/watsonx)

Heather Gentile is Director of Product in IBM’s Data and AI software division. Heather focuses on opportunities to apply AI technologies to develop innovative solutions for IBM’s watsonx.governance and governance, risk and compliance portfolio. She works with organizations to enable responsible, transparent and explainable AI.

Heather has a passion for innovation and works with IBM’s technology and design teams to lead user experience workshops to solve for AI governance, risk and compliance challenges. Her experience expands across financial services, regulatory agencies, and other highly regulated industries.

Prior to joining IBM, Heather was responsible for overseeing the compliance analytics division of regulatory solutions at Wolters Kluwer. She received her undergraduate degree from Bryant University in Business Administration and her MBA from the University of Massachusetts.

Social Links

You can follow Heather at: https://www.linkedin.com/in/heathergentile/

You can follow Maribel at:
X/Twitter: https://twitter.com/maribellopez
LinkedIn: https://www.linkedin.com/in/maribellopez
YouTube: https://www.youtube.com/c/MaribelLopezResearch

In today’s episode, we delve into the transformative role of artificial intelligence in modern contact centers. We had the pleasure of speaking with Carmit DiAndrea, Director of AI and Data Management at NICE, who shared her invaluable insights on integrating AI to enhance customer and agent experiences.

Episode Highlights:

The Evolution of AI in Contact Centers: Understand how AI has transitioned from automating basic tasks to powering sophisticated, conversational interactions.

Special purpose AI vs. General AI: A discussion on how organizations need AI that's purpose-built for CX

Generative AI vs. Traditional AI: Discover the differences between these two AI types and their unique roles in improving customer experiences and operational efficiency.

AI's Impact on the Workforce: Carmit DiAndrea debunks common misconceptions about AI, highlighting new career opportunities emerging within the industry.

Bio:

Carmit DiAndrea, Director, AI Data Management, NICE

Carmit DiAndrea is a contact center, analytics, and AI expert with over 20 years of experience translating customer feedback, operational and contact center data into business strategies that transform organizations.

In her role at NICE, Carmit is responsible for leveraging NICE's significant interaction data assets to develop new Conversational AI and Generative AI-powered digital solutions, furthering NICE's dominance in the Digital Customer Experience space. Her previous experience includes leadership roles at Blue Shield of California, Verint Systems, Spectrum/Time Warner Cable, Concentra, and TPG TeleManagement.

Carmit is also an educator, teaching statistics, research methods, and algebra as an adjunct instructor at Kaplan and National American Universities.

Social Links

You can follow Carmit at: https://www.linkedin.com/in/carmitd/

You can follow Maribel at:
X/Twitter: https://twitter.com/maribellopez
LinkedIn: https://www.linkedin.com/in/maribellopez
YouTube: https://www.youtube.com/c/MaribelLopezResearch

In this episode, we dive deep into the world of Edge AI with a focus on the embedded edge market, featuring insights from Krishna Rangasayee, the founder and CEO of SiMa.ai. In this podcast we discuss the need to scale AI and ML technologies in the physical industrial realm, understanding what purpose-built AI looks like for the embedded edge market. We also talk about the potential of large multimodal models (LMM) in shaping the future of AI on the edge. Learn how these models promise enhanced accuracy and efficiency, along with reduced costs and power consumption. The episode wraps up with recommendations for further learning, including the book "Good to Great," which offers valuable insights into scaling and navigating the technology industry.


Bio
Krishna Rangasayee is Founder and CEO of SiMa.ai. Previously, Krishna was COO of Groq and at Xilinx for 18 years, where he held multiple senior leadership roles including Senior Vice President and GM of the overall business, and Executive Vice President of global sales. While at Xilinx, Krishna grew the business to $2.5B in revenue at 70% gross margin while creating the foundation for 10+ quarters of sustained sequential growth and market share expansion. Prior to Xilinx, he held various engineering and business roles at Altera Corporation and Cypress Semiconductor. He holds 25+ international patents and has served on the board of directors of public and private companies.

Social Links

You can follow Krishna at: https://www.linkedin.com/in/krishnarangasayee/

You can follow Maribel at:
X/Twitter: https://twitter.com/maribellopez
LinkedIn: https://www.linkedin.com/in/maribellopez
YouTube: https://www.youtube.com/c/MaribelLopezResearch