Department of Computational and Data Sciences
Department Seminar
Speaker : Dr. Nirmal Mukhi
Title : “Production-scale AI for contact centers at ASAPP”
Date & Time : December 07, 2023, 11:00 AM
Venue : # 102, CDS Seminar Hall
ABSTRACT
ASAPP builds AI systems that help drive transformational outcomes for contact centers in a diverse set of industries. We do this using a deep understanding of the problem, bringing research and engineering expertise to bear to solve it, and a rigorous process to optimize the solution.
In this talk, Nirmal Mukhi will focus on a particular example of this approach, describing how we support agents in responding to customers efficiently through a combination of retrieval-augmented generation, predictive text and hallucination detection models, and discuss the research and engineering challenges in delivering and optimizing this for 10,000s of concurrent conversations.
BIOGRAPHY
Nirmal Mukhi leads the AI Engineering team at ASAPP, and has responsibility for multiple AI products. Prior to joining ASAPP, Nirmal held leadership positions in engineering and research at IBM, where he was R&D lead for Watson Education, and has also served as CTO at fast-growing EdTech startup. He has over 30 publications (with 4500+ citations) in distributed systems, BPM, and AI. He has been awarded 15 patents, has held the title of Master Inventor at IBM, and has appeared on a Discovery channel documentary about AI.
Host Faculty: Dr. Danish Pruthi
ALL ARE WELCOME
