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Summary
I Leona Mehta, co-founder and CEO of automatic, shares her journey in the field of AI and customer experience. She discusses the evolution of AI from the late 90s to the present, highlighting the advancements in natural language processing and language models. I Leona explains how thematic uses AI to help companies understand customer feedback and drive improvements in their Net Promoter Score. She emphasizes the importance of the democratization of insights, where companies provide access to data and support teams in interpreting the information. By focusing on the specific business decisions that need to be made, companies can avoid information overload and make more impactful decisions.
Key Points
I Leona Mehta has been involved in AI since the late 90s.
AI has evolved from basic pattern recognition to advanced language models like GPT.
Thematic uses AI to analyze customer feedback and improve Net Promoter Score.
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