Featuring: Seth Levine
Lead Machine Learning (ML) Scientist
AI is changing how customer experience teams work. But many CX professionals are still left guessing how it actually works. That’s a problem. Because without understanding the basics, it’s impossible to evaluate vendors, train virtual agents, or build trust in the data behind your decisions.
Join the first session in this Loris-exclusive series with Lead Machine Learning Scientist Seth Levine, where he breaks down the core AI techniques used in customer service applications today—including how they power the Loris platform. Get a behind-the-scenes look at what different types of models do well, how they actually work—and where they fall short.
What You’ll Learn
- The difference between LLMs, machine learning models, and keywords/rules—and when to use each
- Why “good enough” AI is often not good enough in CX
- How Loris trains and evaluates models, and why accuracy isn’t the only thing that matters
- What you should be asking AI vendors before signing a contract
