Diego Gosmar – INGO

Successful international speaker, Diego Gosmar is a manager with over 20 years of experience in the ICT sector and a writer with a passion for innovation. He is the a Telco expert and author of the new book “Machine Learning – The sixth chakra of Artificial Intelligence.”

Diego’s experience is linked to Machine Learning and Artificial Intelligence (AI) with particular attention to speech analysis, sentiment analysis, omni, and customer service applications through advanced forecasting and IVR models, especially related to Open Source applications.

Artificial Intelligence applications for Contact Center

Nowadays, Artificial Intelligence can use Machine Learning algorithms to provide benefits in the call center space, especially when we can deal with some high-quality Telco Data.

Three main AI applications for contact center will be described, from Conversational AI and Sentiment Analysis, to the Agent Recommendation application with Recurring Neural Networks and Generative Transformer.

Not just benefits, but also some main challenges and case studies will be tackled: dealing with conversations by using machine learning and AI is an opportunity, however proper dialog design and multiple other techniques must be considered to experience good performances.