Leadovation

Oct 29 2024 56 mins

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About Kerry Robinson:

Growing up, Kerry Robinson wanted to be the Prime Minister or a CEO. Fortunately for the world of AI, his career path never led him to Downing Street. An Oxford-trained physicist with a Master's in Artificial Intelligence, Kerry excels in turning complex tech into practical business solutions. As VP of Conversational AI at Waterfield Tech, he puts his 20+ years of experience to work leading their R&D team, enhancing business interactions through advanced chatbot and voice strategies, and reshaping the way they connect with customers. Welcome to the brighter, smarter, stronger side of AI. Kerry may have arrived first, but he’s committed to fostering the innovation that allows others to join him.

In this episode, Dean Newlund and Kerry Robinson discuss:

AI leadership in business transformation
AI’s role in streamlining customer service
Generative AI’s expanding capabilities and automation
Ethical challenges and bias in AI systems
The future of AI from general intelligence to superintelligence

Key Takeaways:

Contact centers should focus on problem-solving, not just customer engagement – AI helps streamline customer service, reducing the need for human interaction by addressing root problems instead of just managing calls.
AI can outperform humans in specific tasks – In fields like radiology, AI is already more effective than humans at detecting issues like breast cancer, raising questions about human-AI collaboration.
Generative AI improves through continuous training and feedback – AI models, like those used in customer service, can analyze conversations, learn from mistakes, and optimize themselves for better performance.
Bias in AI models is inevitable and influenced by human decisions – Generative AI systems, like ChatGPT, are shaped by the biases of their human trainers, which affects the objectivity of the results.

"The most important human task we have is to ask the right questions and have really good discussions with each other about [AI].” — Kerry Robinson

Connect with Kerry Robinson:

Website: https://waterfieldtech.com/

LinkedIn: https://www.linkedin.com/in/k3rryrobinson/

See Dean’s TedTalk “Why Business Needs Intuition” here: https://www.youtube.com/watch?v=EEq9IYvgV7I

Connect with Dean:

YouTube: https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkw

Website: https://www.mfileadership.com/

The Mission Statement E-Newsletter: https://www.mfileadership.com/blog/

LinkedIn: https://www.linkedin.com/in/deannewlund/

X (Twitter): https://twitter.com/deannewlund

Facebook: https://www.facebook.com/MissionFacilitators/

Email: [email protected]