AI Summit Speaker

1. DECISION MAKING:
DEPLOYING GENERATIVE AI
FOR CUSTOMER SUPPORT & CX
www.empathetic-ai.com
nassim@empathetic-ai.com
gm@dragoai.com
Transforming Communication and Knowledge
Sharing using Generative AI

2. • PhD and seasoned AI Professor,
• Business Innovation Expert in Higher Education,
Corporates and Startups
• Serial entrepreneur in France, UK, US, AU
• 20+ years experience in building AI algorithms and driving
business innovation
• Deep-tech lead in French Australian Tech Community
Being the only Australian AI/ML startup selected by
Google Cloud in 2023 among 30 promising startups in
APAC region
Dr. Nassim Belbaly
Co-founder and CTO
Proudly Supported by
https://www.linkedin.com/in/belbaly/

3. GENERATIVE AI
GENERATIVE AI

4. GENERATIVE AI CATEGORIES
Audio
Video
Images
Text

5. Supervised learning
Input Data
Expected Output
Error
Predicted Output
Model
Model update
Compared to
Unsupervised learning
Input Data
Generated
example
Model
TRAINING GENERATIVE AI

6. Decision Making Framework (1/2)
Safety Privacy Ethics

7. Decision Making Framework (2/2)
Budget Staff Risks

8. EMPATHETIC AI
CUSTOMER SUPPORT ASSISTANT

9. TYPE OF DATA NEEDED FOR TEXT
Conversations Process documents
Commercial
documents
Format: csv, xls, txt, json, pdf, docx

10. Client EC2
Database
Knowledge
Database
Trained Model
Natural Language
Processing
EMPATHETIC AI PROCESS

11. BUILD YOUR OWN PRIVATE LLM
From Scratch : Need more then 100k conversations + processes
Algorithm Your Data
Your Customized
LLM
Response

12. BUILD ON EXISTING LLM’s
Finetuning : Small Data
Pretrained LLM, chose
the best that will fulfil
your objective
Your Data Fine-Tuned LLM
Response

14. EMPATHETIC AI PROCESS
Fine-Tuned LLM
Pretrained LLM
Data
Training model
Clean , Analyse Data Ontology
development
Response

15. ROADMAP
You have
enough Data
Your Customized LLM Empathetic
Responses
Proprietary Algorithm
Data
Preparation
Training
You have
some Data
Fine-Tuned LLM
Data
Preparation
Embedding
Data
Training
You have
no Data
Pretrained LLM
Support you create &
collect data
You have
some Data
Till
You have
enough
Data
Collect
data
Deploy
Deploy

16. Consulting Phase
We ask questions about your
customer support operations
to evaluate and adapt our
framework to your existing
problem and KPI Development
Data Gathering
Determination and
Collection on all the
necessary data needed to
start the data preparation
process
Solution shaping
We co-develop a
solution that is based on
your specific business
needs
1-2 weeks 1-2 week 2-3 weeks
Data Preparation
Data cleaning and Prep for
the training (sentiment
analysis and ontology..)
1-2 weeks
Implementation
We deliver the solution
that is based on your
specific business needs
2-3 weeks
Feedback & review
Evaluate the progress, and KPI
achievement
Ongoing
Auto -ML
All data is collected &
automatically stored ,
prepared to be trained and
implented
Ongoing-
Monthly
Maintenance
every 3 months
and every year
we review
everything and
integrate updates
Research/Protototyping Phase – Consultanting fee apply
Model ready
for deployment
2 weeks
Prototype

17. CUSTOMER SUPPORT ASSISTANT
Commercial
documents

18. CUSTOMER SUPPORT ASSISTANT

19. Thanks For your Attention
Transforming Communication and
Knowledge Sharing using Generative AI
www.empathetic-ai.com
nassim@empathetic-ai.com
gm@dragoai.com