John Norris’ Post

Prompt and data engineering (PxD) are the twin capabilities helping firms unlock their data, up-skill their teams, and translate generative AI into real customer value. Infobip and HumanFirst featured in the Financial Times - a really great piece that captures what we’re working on. https://lnkd.in/gKGa6SkB #AI #CX #FinancialTimes #Infobip #LLMs #Artificialintelligence

We’re hosting a live HumanFirst webinar this Thursday at 1 PM EST on an interesting problem: auto-classification. I spoke to a customer service leader recently who was in a tough spot with this. Company earnings were down, and a specific segment of their customer base was really unhappy. They had a world class program capturing metrics like NPS and CSAT. But the metrics, for better or for worse, were for the most part LAGGING indicators. WHY were these numbers down? What was the root cause? She had to get to the bottom of it. The team had several hundred thousand customer service emails, survey responses, and call transcripts they wanted to analyze. We’re talking about millions of documents and mostly natural language data. Too much to summarize and label manually. They submitted a request to the data science and AI team - enter the queue. Weeks later the project is accepted, weeks after that there is a basic labeling of calls/emails/surveys - but without the domain experts building the projects, these are high level topics; useful, but they won’t lead to the complexity of insights this team needs. The project took over a month with 5 people working on it – a lot of technical resources dedicated to what should be a simple task. Plus, it was a one time project. To run the analysis again might be a little faster but there was a lot of work behind the scenes. Frankly the data science team wasn’t thrilled either - they were inundated with projects and wanted a faster way to do this kind of work. Enter HumanFirst. In our upcoming webinar, we’re going to walk through two approaches for easily classifying, labeling, and curating a natural language data set. The workflows will show you how to easily cluster & semantically search your data, run prompts across a large corpus of data to quickly build a relevant taxonomy, and classify your data. This is the foundational building block for a variety of desirable outcomes like: ➡️ Building a RAG chatbot ➡️ Training an NLU model ➡️ Analyzing natural language content  ➡️ Improving operations You can register at the link below. See you there! https://bit.ly/3VxVaNo

Let’s talk about AI pilots and ROI. Coming out of the RE•WORK AI in Finance Summit there is a lot of talk about ROI in AI pilots. I think the timeline for ROI is wrong. It’s not "I ran an AI pilot and 6 months later I have positive ROI." Instead, it should be treated more like an investor portfolio. "I’m running 50 pilots and one of them will be an exponential return and the payoff will be in a few years." The question then becomes, what will speed up time to ROI and make more of my bets generate returns? #reworkai #humanfirst

We wrapped up our leadership offsite at HumanFirst yesterday and I'm buzzing. Here are some thoughts from the week: 1. Product Owners building AI into products need tooling to engineer data and prompts as much, or more, than their colleagues focused on deploying AI for operational efficiency internally. 2. Enterprise AI adoption highly resembles the Data Analytics and BI movement of the 90s & 2000s. Everyone wants it. Org structure matters. Tooling is an unlock. 3. Horizontal AI tooling will unlock value across the enterprise by giving centralized teams the ability to drive big projects while everyday AI users will tackle incremental gains. Bonus: The contact centre remains the AI entry point for most organizations. How are CX AI pioneers thinking about taking their learnings across the organization? #ai #genai #productowner #contactcentre #futureofwork #humanfirst

If you are attending Enterprise Connect come meet Gregory Whiteside Alex Dubois & Maeghan Smulders. HumanFirst is like excel for gen ai. We can help you get game changing contact center insights from your natural language data and equip your team with the tools to manage your AI at scale.

Almost every company sees the game-changing potential of generative AI. But either doesn't know where to start or is struggling to scale initial Pilots or POCs. This week we spoke to a large bank with a big vision for deploying LLMs & automating actions on behalf of their customers. Like many, they can see this bright future, but the first step is hard. The key is starting with the data - call transcripts, emails, live chat conversations, etc. HumanFirst lets you query your natural language data to uncover call drivers, root cause, and what good looks like from your best customer service people (and more). The output? With call drivers, root cause, and the actions taken to truly solve customer problems, you have taken that first step. Now you can educate your new AI agent with a data set that is relevant to your customers real problems and the actual actions that solve them. Getting started doesn't have to be hard or scary. The right tooling will enable your already talented team to become AI experts. #humanfirst #pxd #promptengineering #dataengineering #cx

Come join our growing Go-To-Market team at HumanFirst! We are looking for an experienced Sales Development Representative to join our team. This is a fabulous opportunity for an experienced SDR to join an early stage company and help scale the SDR function or set the foundation for their progression into an AE role. We would love you to be based in Vancouver but are open to any candidates who are massively coachable, hungry to excel, and have a great track record. If you've sold into the customer experience market, even better! Send us your application and we'd love to meet you. https://lnkd.in/g3bAGSkx

When LLMs first went viral, I remember asking ChatGPT to write my 2 year old son a xmas story. Fast forward to now and Klarna has saved 700 agents and increased $40 million in profits with the same tech. Needless to say, the heat is on for most business leaders to show how they are driving results with AI. But the question that seems to still be on everyone's lips is: "how do I get started with AI?" or, "how do I take my AI POCs/Pilots to enterprise & scale ready?" To get real value from Generative AI, companies need to be able to work with large language models across custom and curated datasets–no technical expertise required. Prompt meets Data Engineering (PxD) gives non-technical users the building blocks to identify, manage, and deploy AI opportunities at scale. That is why I am so excited to be joining HumanFirst working with Gregory Whiteside, Mathieu Rene, Maeghan Smulders, Alex Dubois, Stephen Broadhurst, André-Philippe Paquet, Keith (KJ) Chow and many more. A customer, on one of my first meetings, put it perfectly, "HumanFirst is the AI tool for managing your AI." ~ I am deeply appreciative of my time working at Ada over the last years. Thank you Dan Code-McNeil, Mike Murchison, Josh Solomon, Scott Roden, Anuj Arora, Krystal Ford McCann, Hilary Janzen, Michael Elliot, Adam Mix, Anthony Snell, Mike Lidin, and every sales, cs, sc & Ada employee that I worked with - truly a world class team.

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