Harish Batlapenumarthy, co-founder of Emtropy Labs, discusses the future of supervised machine learning to improve customer service
June 5, 2022
Harish Batlapenumarthy always believed culture is more important than anything else at work. He and the team at Emtropy Labs set out to identify how groups communicate in companies using machine learning. They ultimately landed on listening to customer feedback to automatically generate insights into customer experience metrics like churn risk.
Listen and learn…
A better way to identify customer sentiment using supervised machine learning
What techniques are most effective for labeling training data
Why traditional methods of measuring customer satisfaction are poor at understanding actual customer satisfaction
How to mitigate the impact of bias in training data
How Harish defines "responsible AI"
Why there will always be a need for human customer success managers