Conversational AI Interview on “Behind The Bots”

In college I worked at the Helpdesk answering questions over the phone about different tech problems for professors and my classmates. I found the tricky problems engaging, but there was a lot of repetition to that job. I now work in the field of Conversational AI, building the tools and experiences I wish I had back at the Helpdesk. Contact center automation is a curious space with various ethical dilemmas and “what-if” scenarios that are indicative to generative AI.

In this interview, I break down some of the promises, misconceptions, and dangers of the field in a way that I hope is more understandable.