Today’s interview is with Jeff Gallino, CTO & Founder, and Conrad Liburd, AI feature engineer, at CallMiner, a provider of speech analytics solutions for improving agent performance and customer intelligence. Jeff and Conrad join me today to talk about bias in data and algorithms, discriminatory and racist calls in contact centres, what most companies do about them, what they should be doing about them and what we should be doing to improve both customer and employee experience.
This interview follows on from my recent interview – The secrets behind tapping into your customer’s imagination – Interview with Chip Bell – and is number 369 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Jeff and Conrad:
About Jeff and Conrad
As Chief Technical Officer, Jeff Gallino oversees research, language development, and future product direction. Gallino was President and CEO during CallMiner’s first five years. During that time, he led the company to become an internationally recognized and award winning enterprise software company. Jeff has more than 25 years of experience delivering complex software and hardware solutions to enterprise and government customers. Prior to founding CallMiner, Jeff worked at companies like; ThinkEngine Networks, Grant Thornton Consulting, as well as 11 years in the United States Air Force. He holds a BS degree in computer science from the United States Air Force Academy.
Conrad Liburd is currently a feature engineer with the CallMiner Research Team, where his 10-plus years of call center experience and programming skills are leveraged to help the migration of research projects from research to reality. He is the creator of the CallMiner Chrome extensions and possesses a strong technology background, specializing in business process optimization through the use of web application extensions and various technology suites and frameworks.
To find out more about CallMiner then check out their website, say Hi to the folks at CallMiner as well as Jeff and Conrad on Twitter @CallMiner, @JeffGallino and @clibjr respectively and do connect with Jeff and Conrad on LinkedIn here and here.
Finally, do check out Conrad’s recent article (AI, Racism, and Bias: The Impact on Employees and CX) on the very topic of this podcast on nojitter here.