In his presentation, Raj Mukherjee, head of data science and AI at Direct Line Group, explained how the company uses generative AI (GenAI) to power its GreenFlag car breakdown recovery service. His presentation showcased the benefits of getting users involved in building more accurate AI models.
Mukherjee highlighted the importance of a solid data foundation, stating, 'We have been working on our data strategy for the best part of four years. We are now executing the strategy, with 75% of our business now working on a new data strategy stack.'
Raj Mukherjee discussed a use case at GreenFlag, saying, 'In the customer contact centre space, we are trying to see how AI can augment our contact centre agents by taking some of the cognitive load away from them.'
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