Hyper-Personalizing the Customer Experience with AI w/ Rob Walker

800 800 The TWIML AI Podcast (formerly This Week in Machine Learning & Artificial Intelligence)

In this episode, I speak with Rob Walker, vice president of decision management and analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence.

Rob and I discuss what’s required for enterprises to fully realize the vision of providing a hyper-personalized customer experience, and how machine learning and AI can be used to determine the next best action an organization should take to optimize sales, service, retention, and risk at every step in the customer relationship. Along the way we dig into a couple of key areas, specifically some of the techniques his organization uses to allow customers to manage the tradeoff between model performance and transparency, particularly in light of new laws like GDPR, and how all this ties to an enterprise’s ability to manage bias and ethical issues when deploying ML. We cover a lot of ground in this one and I think you’ll find Rob’s perspective really interesting.

Thanks to our Sponsor

A huge thanks to PegaSystems for their support of the podcast and sponsorship of this episode! If you’re looking for an enterprise perspective on the latest in AI, Robotics, Customer Engagement and Digital Process Automation technology, you should check out Pegasystems’ upcoming conference, PegaWorld, which will be held June 3rd to 6th at the MGM Grand in Las Vegas, Nevada. We’ll be there, Rob will be there, and so will IT and Experience leaders from organizations like Aflac, Anthem, Genworth Financial, JPMorgan Chase and more. To learn more visit pegaworld.com and as a TWIML listener be sure to use the discount code PW18TWIML for $150 off of your registration.

About Rob

Mentioned in the Interview

“More On That Later” by Lee Rosevere licensed under CC By 4.0

1 comment
  • izzet agoren

    Loved the interview. Keen to learn more at the upcoming PegaWorld Summit in Vegas in person. Thanks Sam for putting Pega and Robs work on my radar.

    The link to Rob github repo points to someone else, who is just as interesting – just a heads up.

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