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2/12/24
1
AI +
Empathy
AI Consultant for Customer Service
and Future of Work
https://www.linkedin.com/in/drnataliepetouhoff/
By Dr. Natalie Petouhoff
Source: Dr. Natalie and DALL-E
1
But we are in another tech hype cycle…
AI
Perspective:
• Every new technology
goes through this cycle
• CRM/ERP, Cloud,
Social/Digital…
• Now Generative AI
Our lives are at the affect of the
exponential changes technology
We are in the 5th industrial
revolution: deep multi-level
collaboration between people,
machines and awareness
*You are here
2
2/12/24
2
We’ll just
find
more
customers!
3
Only 8% of customers agree!
The research shows…
Dr. Natalie Petouhoff © 2024
80% of
executives
believe they
provide a great
experience
4
2/12/24
3
Typical
employee
experience…
Classic NIH
Dr. Natalie Petouhoff © 2024
23%
77% quietquitting
50%
50%
50% of the world’s
employees have one foot
out the door
77
%
Know what the want, but…
corporations
aren’t listening
77%
We’ll just
find
more
employees!
5
6
2/12/24
4
Dr. Natalie Petouhoff © 2024
But what if you could see something
you couldn’t see before?
How valuable would that be?
A blind spot at 65 miles an hour can be dangerous
And put a lot at risk
7
Dr. Natalie Petouhoff © 2024
Empathy as a Business Strategy
8
2/12/24
5
The Spectrum of AI Technologies
Empathy as a Business Strategy
Means using technology to become even
more customer and employee-centric
+
9
Robotic Process Automation (RPA) use software
robots (bots) or artificial intelligence (AI) agents
The Spectrum of Automation Technologies
RPA
Robotic process automation (RPA):
Software robots or "bots" that automate digital tasks across applications and systems
Personal Lives:
• Checking account balances, order status, or booking confirmations
• Scanning a receipt and having it entered into an accounting system (expense reports)
• Scanning a check for deposit into a bank account
Corporate Lives:
• Payroll processing: gathers timesheet data, calculates pay based on hours
worked and applicable taxes and calculates paycheck
• Onboarding new employees: setting up their accounts in various systems,
enrolling them in necessary courses, scheduling orientation sessions
• Sort incoming customer service requests by topic, urgency, or customer value
and route them to the appropriate department or support agent
10
2/12/24
6
Predictive AI uses ML, NLP, Computational
Analysis & Speech Recognition
The Spectrum of Automation Technologies
Predictive AI
Predictive AI:
Understanding and predicting future events based on historical data to provide insights,
make informed decisions, and personalize interactions based on predicted future behavior.
Personal Lives:
• If you like that, you’ll like this type scenarios
• Amazon or Netflix recommendations
• Wearables health devices provide trends and insights based on your activity
levels, sleep patterns, heart rate
Corporate Lives:
• Provides customer service agents the next best action based on the context of
the customer interaction
• Helps a salesperson analyze and score leads based on their likelihood to
convert, prioritize their efforts
• Analyze a potential borrower's creditworthiness by considering a wider range of
factors, including transaction history and even social media behavior to predict
the likelihood of repayment
• Predict the demand for electricity to optimize electricity generation and
distribution, reducing waste, and preventing blackouts
• Determine if a specific person should be insured and their premium cost
11
Conversational AI uses NLP, NLU, NLG and
Speech Recognition
The Spectrum of Automation Technologies
Conversational AI
Conversational AI is about facilitating communication between humans and machines
by understanding, processing, and responding to human
Chatting with a chatbot or responding to an SMS
Personal Lives:
• Amazon Alexa, Apple Siri, Google Assist… via mobile and smart home devices,
provides help with tasks, answering questions
• Bixby (Samsung) is voice-powered AI assistant for users to control their
smartphones, smartwatches, and home devices through voice commands
• Cortana helps with scheduling, reminders…
Corporate Uses:
• Sephora's virtual assistant helps customers find products, book appointments,
get makeup tips
• "My Starbucks Barista" chatbot takes personalized coffee orders
• Whole Foods' chatbot on Facebook Messenger helps users search for recipes
and converse with a chef bot
12
2/12/24
7
Generative AI LLMs accelerated 25 years of AI
which had been NLP (NLU and NLG) - replaced
the tech stack with Generative Models, LLMs,
Generative Pre-trained Transformers (GPT) ,
BERT (Bidirectional Encoder Representations
from Transformers)
for text generation or DALL-E for images
The Spectrum of Automation Technologies
Generative AI
Generative AI is about taking input and creating and generating new content or automating
responses, generating creative solutions, and handling a wide range of queries without the
need for predefined scripts.
Personal Lives: https://openai.com/chatgpt
• Teach me to negotiate, plan a surf trip to Costa Rica, translate this recipe into Greek,
help me build a budget,
• Draw a picture – the 4 types of AI art was created by DALL-E
Corporate Uses: https://openai.com/chatgpt/enterprise
• Drafts potential blog copy based on past voice and custom guidelines
• Browses the web and uses your competitive analysis data to understand trends
• Uses team-specific instructions to help new employees get setup
• Frees up your IT team by helping employees through time-consuming tech
problems
• Answers benefits, healthcare, and general HR questions using your company
handbook
13
The Spectrum of Automation Technologies
Generative AI
Engineering Application
Generative AI LLMs accelerated 25 years of AI
which had been NLP (NLU and NLG) - replaced
the tech stack with Generative Models, LLMs,
Generative Pre-trained Transformers (GPT) ,
BERT (Bidirectional Encoder Representations
from Transformers)
for text generation or DALL-E for images
14
2/12/24
8
The Spectrum of Automation Technologies
Generative AI
Marketing Application
Generative AI LLMs accelerated 25 years of AI
which had been NLP (NLU and NLG) - replaced
the tech stack with Generative Models, LLMs,
Generative Pre-trained Transformers (GPT) ,
BERT (Bidirectional Encoder Representations
from Transformers)
for text generation or DALL-E for images
15
The Spectrum of Automation Technologies
Generative AI
Finance Application
Generative AI LLMs accelerated 25 years of AI
which had been NLP (NLU and NLG) - replaced
the tech stack with Generative Models, LLMs,
Generative Pre-trained Transformers (GPT) ,
BERT (Bidirectional Encoder Representations
from Transformers)
for text generation or DALL-E for images
16
2/12/24
9
The Spectrum of Automation Technologies
Generative AI
HR Application
RPA
Generative AI LLMs accelerated 25 years of AI
which had been NLP (NLU and NLG) - replaced
the tech stack with Generative Models, LLMs,
Generative Pre-trained Transformers (GPT) ,
BERT (Bidirectional Encoder Representations
from Transformers)
for text generation or DALL-E for images
17
Prompt 1: Determining Your Ideal Client Profile
I'm an online business coach. I teach busy mom’s starting a new online
business how to leverage the power of virtual training programs to grow.
Can you describe the psychographics and demographics of my ideal clients?
Prompt Engineering = How to Interact with ChatGPT
Prompt 1: Provides:
• Demographics: gender, age range, education level, income level,
• Psychographics: aspirations & goals, challenges and pain points, interests, values,
lifestyle, online behavior,
• Other considerations: technology savvy, learning preferences
Prompt 3: Visceral Prompt:
Can you please state those pain points in a more visceral way without being
over the top?
Prompt 2: Your Ideal Clients’ Pain Points
After ChatGPT answers, then ask…What do you think their pain points and
challenges are related to achieving their desired results, both professionally and
personally? Please state both obvious and non-obvious answers.
Prompt 4: Your Ideal Clients’ Desired Outcomes
After ChatGPT answers, then ask…What do you think are their desired
outcomes, both professionally and personally? Please state both obvious and
non-obvious answers.
Prompt 2: Provides:
• Professional Pain Points: Obvious Challenges: time management, lack of
specific knowledge, limited resources…
• Professional Pain Points: Non-Obvious Challenges: overcoming imposter
syndrome, decision fatigue, maintaining consistency and momentum,
• Personal Pain Points: shift in identify, social Isolation, managing expectations,
self-care neglect…
• Intersection of Professional and Personal Pain Points: scalability vs. family
time, financial risk and family security
Prompt 3: Provides a more colloquial way of describing the above
• Professional Pain Points: The juggling act, the digital labyrinth, resource tightrope,
tech tangles,
• Personal Pain Points: balancing the scale of guilt, the invisible burden, identity on a
tight rope
• Intersection of Professional and Personal Pain Points: scaling vs. family time,
financial risk vs. family security.
Prompt 4: Provides:
• Obvious Professional Desired Outcomes: Successful business launch, financial
independence, brand recognition, scalable business model…
• Non-Obvious Professional Desired Outcomes: Personal fulfillment, industry
authority, networking and community building
Let’s say you wanted to creating materials / sales materials for your Ideal Client
18
2/12/24
10
How to become an Empathic AI Leader?
Step 1:
Actively Listen
Step 2:
Say, “Tell me more…”
Step 3:
Integrate that feedback into your decisions
19
“We can imbue technology with our hopes and dreams…
We just have to know what we are optimizing for and why.”
-- Dr. Natalie Petouhoff
AI Consultant for Customer Service and Future of Work
The next wave of exponential change
The application of Generative AI, RPA, Predictive AI, and Conversational AI… and Quantum computing
Scan for a
free AI
Framework
Source: Dr. Natalie and DALL-E
20

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5 Dr. Natalie Petouhoff_AI + Empathy.pdf

  • 1. 2/12/24 1 AI + Empathy AI Consultant for Customer Service and Future of Work https://www.linkedin.com/in/drnataliepetouhoff/ By Dr. Natalie Petouhoff Source: Dr. Natalie and DALL-E 1 But we are in another tech hype cycle… AI Perspective: • Every new technology goes through this cycle • CRM/ERP, Cloud, Social/Digital… • Now Generative AI Our lives are at the affect of the exponential changes technology We are in the 5th industrial revolution: deep multi-level collaboration between people, machines and awareness *You are here 2
  • 2. 2/12/24 2 We’ll just find more customers! 3 Only 8% of customers agree! The research shows… Dr. Natalie Petouhoff © 2024 80% of executives believe they provide a great experience 4
  • 3. 2/12/24 3 Typical employee experience… Classic NIH Dr. Natalie Petouhoff © 2024 23% 77% quietquitting 50% 50% 50% of the world’s employees have one foot out the door 77 % Know what the want, but… corporations aren’t listening 77% We’ll just find more employees! 5 6
  • 4. 2/12/24 4 Dr. Natalie Petouhoff © 2024 But what if you could see something you couldn’t see before? How valuable would that be? A blind spot at 65 miles an hour can be dangerous And put a lot at risk 7 Dr. Natalie Petouhoff © 2024 Empathy as a Business Strategy 8
  • 5. 2/12/24 5 The Spectrum of AI Technologies Empathy as a Business Strategy Means using technology to become even more customer and employee-centric + 9 Robotic Process Automation (RPA) use software robots (bots) or artificial intelligence (AI) agents The Spectrum of Automation Technologies RPA Robotic process automation (RPA): Software robots or "bots" that automate digital tasks across applications and systems Personal Lives: • Checking account balances, order status, or booking confirmations • Scanning a receipt and having it entered into an accounting system (expense reports) • Scanning a check for deposit into a bank account Corporate Lives: • Payroll processing: gathers timesheet data, calculates pay based on hours worked and applicable taxes and calculates paycheck • Onboarding new employees: setting up their accounts in various systems, enrolling them in necessary courses, scheduling orientation sessions • Sort incoming customer service requests by topic, urgency, or customer value and route them to the appropriate department or support agent 10
  • 6. 2/12/24 6 Predictive AI uses ML, NLP, Computational Analysis & Speech Recognition The Spectrum of Automation Technologies Predictive AI Predictive AI: Understanding and predicting future events based on historical data to provide insights, make informed decisions, and personalize interactions based on predicted future behavior. Personal Lives: • If you like that, you’ll like this type scenarios • Amazon or Netflix recommendations • Wearables health devices provide trends and insights based on your activity levels, sleep patterns, heart rate Corporate Lives: • Provides customer service agents the next best action based on the context of the customer interaction • Helps a salesperson analyze and score leads based on their likelihood to convert, prioritize their efforts • Analyze a potential borrower's creditworthiness by considering a wider range of factors, including transaction history and even social media behavior to predict the likelihood of repayment • Predict the demand for electricity to optimize electricity generation and distribution, reducing waste, and preventing blackouts • Determine if a specific person should be insured and their premium cost 11 Conversational AI uses NLP, NLU, NLG and Speech Recognition The Spectrum of Automation Technologies Conversational AI Conversational AI is about facilitating communication between humans and machines by understanding, processing, and responding to human Chatting with a chatbot or responding to an SMS Personal Lives: • Amazon Alexa, Apple Siri, Google Assist… via mobile and smart home devices, provides help with tasks, answering questions • Bixby (Samsung) is voice-powered AI assistant for users to control their smartphones, smartwatches, and home devices through voice commands • Cortana helps with scheduling, reminders… Corporate Uses: • Sephora's virtual assistant helps customers find products, book appointments, get makeup tips • "My Starbucks Barista" chatbot takes personalized coffee orders • Whole Foods' chatbot on Facebook Messenger helps users search for recipes and converse with a chef bot 12
  • 7. 2/12/24 7 Generative AI LLMs accelerated 25 years of AI which had been NLP (NLU and NLG) - replaced the tech stack with Generative Models, LLMs, Generative Pre-trained Transformers (GPT) , BERT (Bidirectional Encoder Representations from Transformers) for text generation or DALL-E for images The Spectrum of Automation Technologies Generative AI Generative AI is about taking input and creating and generating new content or automating responses, generating creative solutions, and handling a wide range of queries without the need for predefined scripts. Personal Lives: https://openai.com/chatgpt • Teach me to negotiate, plan a surf trip to Costa Rica, translate this recipe into Greek, help me build a budget, • Draw a picture – the 4 types of AI art was created by DALL-E Corporate Uses: https://openai.com/chatgpt/enterprise • Drafts potential blog copy based on past voice and custom guidelines • Browses the web and uses your competitive analysis data to understand trends • Uses team-specific instructions to help new employees get setup • Frees up your IT team by helping employees through time-consuming tech problems • Answers benefits, healthcare, and general HR questions using your company handbook 13 The Spectrum of Automation Technologies Generative AI Engineering Application Generative AI LLMs accelerated 25 years of AI which had been NLP (NLU and NLG) - replaced the tech stack with Generative Models, LLMs, Generative Pre-trained Transformers (GPT) , BERT (Bidirectional Encoder Representations from Transformers) for text generation or DALL-E for images 14
  • 8. 2/12/24 8 The Spectrum of Automation Technologies Generative AI Marketing Application Generative AI LLMs accelerated 25 years of AI which had been NLP (NLU and NLG) - replaced the tech stack with Generative Models, LLMs, Generative Pre-trained Transformers (GPT) , BERT (Bidirectional Encoder Representations from Transformers) for text generation or DALL-E for images 15 The Spectrum of Automation Technologies Generative AI Finance Application Generative AI LLMs accelerated 25 years of AI which had been NLP (NLU and NLG) - replaced the tech stack with Generative Models, LLMs, Generative Pre-trained Transformers (GPT) , BERT (Bidirectional Encoder Representations from Transformers) for text generation or DALL-E for images 16
  • 9. 2/12/24 9 The Spectrum of Automation Technologies Generative AI HR Application RPA Generative AI LLMs accelerated 25 years of AI which had been NLP (NLU and NLG) - replaced the tech stack with Generative Models, LLMs, Generative Pre-trained Transformers (GPT) , BERT (Bidirectional Encoder Representations from Transformers) for text generation or DALL-E for images 17 Prompt 1: Determining Your Ideal Client Profile I'm an online business coach. I teach busy mom’s starting a new online business how to leverage the power of virtual training programs to grow. Can you describe the psychographics and demographics of my ideal clients? Prompt Engineering = How to Interact with ChatGPT Prompt 1: Provides: • Demographics: gender, age range, education level, income level, • Psychographics: aspirations & goals, challenges and pain points, interests, values, lifestyle, online behavior, • Other considerations: technology savvy, learning preferences Prompt 3: Visceral Prompt: Can you please state those pain points in a more visceral way without being over the top? Prompt 2: Your Ideal Clients’ Pain Points After ChatGPT answers, then ask…What do you think their pain points and challenges are related to achieving their desired results, both professionally and personally? Please state both obvious and non-obvious answers. Prompt 4: Your Ideal Clients’ Desired Outcomes After ChatGPT answers, then ask…What do you think are their desired outcomes, both professionally and personally? Please state both obvious and non-obvious answers. Prompt 2: Provides: • Professional Pain Points: Obvious Challenges: time management, lack of specific knowledge, limited resources… • Professional Pain Points: Non-Obvious Challenges: overcoming imposter syndrome, decision fatigue, maintaining consistency and momentum, • Personal Pain Points: shift in identify, social Isolation, managing expectations, self-care neglect… • Intersection of Professional and Personal Pain Points: scalability vs. family time, financial risk and family security Prompt 3: Provides a more colloquial way of describing the above • Professional Pain Points: The juggling act, the digital labyrinth, resource tightrope, tech tangles, • Personal Pain Points: balancing the scale of guilt, the invisible burden, identity on a tight rope • Intersection of Professional and Personal Pain Points: scaling vs. family time, financial risk vs. family security. Prompt 4: Provides: • Obvious Professional Desired Outcomes: Successful business launch, financial independence, brand recognition, scalable business model… • Non-Obvious Professional Desired Outcomes: Personal fulfillment, industry authority, networking and community building Let’s say you wanted to creating materials / sales materials for your Ideal Client 18
  • 10. 2/12/24 10 How to become an Empathic AI Leader? Step 1: Actively Listen Step 2: Say, “Tell me more…” Step 3: Integrate that feedback into your decisions 19 “We can imbue technology with our hopes and dreams… We just have to know what we are optimizing for and why.” -- Dr. Natalie Petouhoff AI Consultant for Customer Service and Future of Work The next wave of exponential change The application of Generative AI, RPA, Predictive AI, and Conversational AI… and Quantum computing Scan for a free AI Framework Source: Dr. Natalie and DALL-E 20