Promise and Reality - Artificial Intelligence in the Contact Center

Computer scientist Dr. Lorien Pratt is one of the pioneers of artificial intelligence and is credited with inventing transfer learning. Following a 35-year career delivering applied AI systems, Dr. Pratt is recognized alongside Marie Curie and other trailblazers by the Women Innovators and Inventors Project. She continues to push the boundaries of technology as a creator of and evangelist for Decision Intelligence (DI), which connects AI to human decision making in a way that is transparent, auditable, and available to the masses, reducing “information inequality.” DI is identified by Gartner as a top technology for 2022. Dr. Pratt wrote the first book on DI: Link: How Decision Intelligence connects Data, Actions, and Outcomes for a Better World and co-authored The Decision Intelligence Handbook. She has appeared on CSPAN, NPR, and many keynotes and podcasts. Dr. Pratt’s work in AI and DI has broad implications for addressing “wicked”, invisible, exponential, multi-link problems including climate, poverty, security, and others that whose mitigation or solutions depend on better decisions by billions of people. Pratt blogs at www.lorienpratt.com.

Ben O’Loghlin is Head of Growth at Servicely.AI. After a short stint as a CIO and then a robotics engineer, Ben started his first IT company in 2001. Twenty years and many business successes later, he joined Servicely as head of sales and marketing, and as an investor and board director.

Ben believes we succeed only through service to others. He has bachelor’s degrees in Science (maths), Systems Engineering (with First Class Honours and the University Medal) and Music (jazz performance, double bass).

On most Wednesday nights you’ll find him running a jazz jam night at the Old Canberra Inn.