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