Using AI to Reimagine Customer Conversations at Scale
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Using AI to Reimagine Customer Conversations at Scale
Generative AI quickly found its way into a variety of business applications, with a promise of extreme efficiencies and workflow optimizations. As technology advances, it presents opportunities for combining the strengths of understanding the “why” behind the “what” with a quantitative burden of proof. In this presentation, Romani will share her journey of co-developing an AI Insights Tool to transform and reimagine qualitative research work at scale. She will present use cases and discuss guardrails that should be in place when using AI for research.
Romani Patel
Romani Patel is a Senior Manager at Microsoft and leads Microsoft’s 1st party customer feedback platform called HYper Targeted (HYT) Research Platform, which leverages real time behavior metrics (usage and/or spend metrics) to engage with customers, gather customer attitudes and then join attitudes with behavior telemetry to form holistic insights. The centralized platform conducts research across both B2B and B2C audiences. By utilizing a combination of quantitative and qualitative methods along with advanced data science and machine learning models, the platform supports product strategies, informs advertising investments and drives customer growth initiatives. Romani holds a bachelor’s and master’s degree in engineering, as well as an MBA in Marketing.
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