Leading analysts including McKinsey have emphasized the need for business-technology co-ownership of solutions delivery and value creation, to maximize the impact of AI in ways that count for customers. Intelligence and automation help modernize a whole range of customer service operations by automating routine tasks, allowing human agents to focus on complex problem-solving and empathetic interactions, with enhanced compliance and efficiency for better value and UX delight. In this context, the integration of Generative AI in customer experiences including call transcription, sentiment analysis and similar applications can enable a more empathetic and responsive service model, where efficiency, personalization, and customer satisfaction are paramount. We present an AI software engineering best practice focused on integrating new AI capabilities into enterprise wide customer service platforms to deliver incremental value along a multi-year journey of AI adoption. It is based on several technical, product and business criteria essential to optimize the full AI capability stack, to drive greater enterprise value by pacing how and when AI is built and integrated into servicing platforms.
Prasad Saripalli
Prasad Saripalli serves as a Distinguished Engineer at Capital One, a technology driven bank on the Fortune 100 list, redefining Fintech and Banking using data, technology, AI and ML in unprecedented ways. Most recently, Prasad served as the Vice President of AIML and Distinguished Engineer at MindBody Inc - a portfolio company of Vista which manages the world's fourth-largest enterprise software company after Microsoft, Oracle, and SAP. Earlier, he served as VP Data Science at Edifecs, an industry premier healthcare information technology partnership platform and software provider, building Smart Decisions ML & AI Platform with Ml Apps Front. Prior to this, Prasad served as CTO and VP Engineering at Secrata.com, provider of Military grade Security and Privacy solutions developed and deployed over the past 15 years at Topia Technology for the Federal Government and the Enterprise, and as CTO & EVP at ClipCard, a SaaS based Hierarchical Analytics and Visualization platform.
At IBM, Prasad served as the Chief Architect for IBM's SmartCloud Enterprise (http://www.ibm.com/cloud-computing/us/en/). At Runaware, he served as the Vice President of Product Development. As a Principal Group Manager at Microsoft, Prasad co-led the development of virtualization stack on Windows 7 responsible for shipping Virtual PC7 and Windows XP Mode on Windows 7.
Prasad teaches Machine Learning, AI, NLP, Distributed Systems, Cloud Engineering and Robotics at Northeastern University and the University of Washington Continuum College.
