Today we’re joined by Rob Walker, VP of decisioning & analytics and GM of one-to-one customer engagement at Pegasystems. Rob, who you might know from his previous appearances on the podcast, joins us to discuss his work on AI and ML in the context of customer engagement and decisioning, the various problems that need to be solved, including solving the “next best” problem. We explore the distinction between the idea of next best action and determining it from a recommender system, how the combination of machine learning and heuristics are currently co-existing in engagements, scaling model evaluation, some of the challenges they’re facing when dealing with problems of responsible AI and how they’re managed. Finally, we spend a few minutes digging into the upcoming PegaWorld conference, and what attendees should anticipate at the event.
Thanks to our friends at Pega for their support of the podcast and their sponsorship of today's show. Pega is a low-code platform for AI-powered decisioning and workflow automation. Its scalable architecture helps the world's leading organizations work smarter, unify experiences, and adapt instantly - so they're always ready for what's next. Check out the latest from Pega at their annual conference PegaWorld inspire, which will focus on how to address constantly shifting perspectives in an ever-evolving world, including guidance, strategies, and powerful tools to achieve resiliency in the face of rapid change. The event will be held virtually on May 24th for the Americas and Europe. And again, on May 25th for Asia Pacific. Agenda and registration details can be found at pegaworld.com.