As the 2020s unfold, profound changes are occurring in the business world. The “AI in Enterprise” podcast is adapting to address the new challenges facing enterprises pursuing artificial intelligence and machine learning solutions. These one-hour talks provide insights into how enterprise firms are thinking critically and strategically about AI/ML integration.
For Cisco, AI has become an appealing technology in customer service, specifically, in the customer contact center. Contact centers handle large volumes of inbound and outbound interactions, and make interaction channels (voice, email, text messaging, social media, etc.) as efficient and optimized as possible. In this edition of AI in EnterpriseMohamed El-Geish (Director of AI, Cisco) discusses with guest moderator Doug Levin (Executive-in-Residence at Harvard Business School) the role of AI in customer experience, including speech recognition, natural language processing, virtual assistants, forecasting, computer vision, etc. and their applications in the enterprise.
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Doug Levin is XIR at the Laboratory for Innovation Sciences at Harvard and best known as the sole founder and first CEO of Black Duck Software. He is an advisor to an array of young companies in the cybersecurity and AI/machine learning segments, including Accuknox, Nirmata, StormForge, Prescient Devices, Stynt, Tolemi and Wabbi. He serves as a board director for DJ MicroLaminates, FiVerity and ReversingLabs. Levin is a frequent guest lecturer at the MIT Sloan School of Management and Harvard Business School where he speaks on a range of topics, including finance, technology and markets, and entrepreneurship. Levin received his bachelor’s degree from the University of North Carolina at Chapel Hill, earned an advanced degree in International Economics from the College d’Europe in Bruges, Belgium and a Clean Technology fellowship.
Jenny Hoffman is an Assistant Director of Research Management at the Laboratory for Innovation Science at Harvard. At LISH, she focuses on the use of open innovation as a tool for industry partners and assists in the development of the AI in Enterprise series.With an extensive background in nonprofit administration, she most recently worked as a coordinator for the Technology and Operations Unit at the Harvard Business School. Jenny is an Army veteran and served on a Provincial Reconstruction Team in southeastern Afghanistan. She holds a B.A. in International Affairs from The George Washington University.
Jin H. Paik is the Program Director and Senior Researcher at the Laboratory for Innovation Science at Harvard (LISH). In his role, he serves as the lab’s general manager. He works to develop the lab’s strategic vision, as well as to direct project and research activities. He oversees the development of open innovation projects through partnerships with NASA, Harvard Medical School, federal government agencies, academic and research institutions, and industry leaders. He advises organizations on innovation strategies with a focus on starting and scaling open innovation practices. He has worked extensively on programs that focus on data science, development and use of artificial intelligence, technology commercialization, and the future of work. Prior to joining the LISH team, he worked at the Harvard Kennedy School and Mathematica Policy Research. He holds a bachelor’s degree from the University of Michigan and a master’s degree from Harvard University.
Mohamed El-Geish is the Director of AI for Cisco’s Contact Center solutions that sits in the Collaboration group. In 2019, Cisco acquired Voicea, where El-Geish was a co-founder and Chief Architect and worked on Automatic Speech Recognition (ASR) and Natural Language Processing (NLP) developing the company’s AI assistant. Earlier in his career, El-Geish worked at LinkedIn and Microsoft. El-Geish co-authored Computing with Data and served as a teaching assistant at Stanford University for machine learning and deep learning courses.
Steven is currently serving as an Assistant Director of Research Management at the Laboratory for Innovation Science at Harvard. Previously, he was the Director of Growth and Research at Viva + Impulse Creative Co., a digital advertising agency, where he was responsible for the growth and direction of the agency. Prior to his work with Viva +Impulse, Steven served as the Communications Director and Cofounder of the U.S. Department of Health and Human Services IDEA Lab where he worked with startups and internal government teams to change the way government and health care solved some of the nation’s biggest problems.
Prior to the IDEA Lab, Steven worked at the Substance Abuse and Mental Health Services Administration, as a Senior Advisor to the Administrator after serving in Governor Bill Richardson’s Administration as the Legislative Liaison for the New Mexico Human Services Department.