Podcast ¦ CX Passport: The one with where she’s OG AI – Alyona Medelyan Co-Founder & CEO Thematic E158

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.
• The democratization of insights allows everyone in the company to access and interpret data.
• Companies should focus on specific business decisions and request relevant data.
• Too much data can be overwhelming, so it’s important to prioritize information.
• AI can help companies make more impactful decisions and drive growth.

Key Statistics

• Thematic has been in the customer experience space for 8 years.
• I Leona Mehta started consulting in NLP and machine learning in 1998.

Key Takeaways

• The evolution of AI has led to advances in natural language processing and language models.
• Thematic helps companies understand customer feedback and improve their NPS.
• The democratization of insights allows for more informed decision-making.
• Companies should focus on specific business decisions and request relevant data.
• Too much data can be overwhelming, so it’s important to prioritize information.
• AI can help companies make more impactful decisions and drive growth.