Always-On Customer Care: How AI Agents Are Transforming Support

Data Science Salon Podcast

In this episode of the Data Science Salon Podcast, we sit down with Nitin Kumar, Director of Data Science at Marriott International, to discuss how AI agents are transforming customer support. Nitin shares his experience designing enterprise-scale AI and Generative AI solutions across 30 global brands, creating intelligent, proactive, and human-centered customer care systems. He dives into AI-powered pipelines that monitor incoming emails, analyze sentiment and issues, and draft contextual responses for human agents to review. Beyond individual cases, these systems continuously feed real-time trend data, helping teams identify emerging issues before they become widespread. Key Highlights: -AI Agents in Customer Support: Learn how AI agents automate routine processes while empowering human agents to focus on complex interactions. -Human-in-the-Loop Design: Explore strategies for balancing AI efficiency with human oversight and empathy. -Scaling AI Solutions: Insights into LLM integration, prompt engineering, and global deployment of enterprise AI systems. 🎧 Tune in to Episode 56 to hear how Nitin Kumar is revolutionizing customer support with AI agents and Generative AI to create more efficient, empathetic, and scalable systems. Be sure to mark your calendars for the 3rd annual DSS SF on Nov 6 [FREE!] thanks to our amazing sponsors, where we will focus on GENAI AND INTELLIGENT AGENTS IN THE ENTERPRISE. Join us to hear from experts on how AI is shaping the future of the enterprise. https://www.datascience.salon/san-francisco/