The World's Leading AI Assistant Event
Where Enterprises Find ROI
As AI revolutionizes customer interactions, VOICE & AI 2024 brings together the conversational, and generative AI communities, enterprise leaders, and AI innovators to explore the latest advancements in the field. Join us to delve into AI-powered language services, CX automation, the future of the conversational enterprise, and more — promising limitless connections with the people driving the transformation of customer engagement.
Agenda day 1:
Keynote Stage
AI and Equity: How Do We Navigate Bias and Fairness Across industries?
In the dynamic worlds of media, news, and FinTech, leaders are using advanced AI to drive fair and comprehensive services. These tools enhance access and personalization while demonstrating ethical AI use in both news and finance.
This session explores these innovations, their impact on accessibility and fairness and outline best practices for ethical and equitable AI services. In particular, as AI becomes more embedded in news distribution and personal banking, the necessity to identify and mitigate bias is paramount. Algorithms harboring biases can alter public narratives, deepen societal and financial divisions, and inaccurately portray diverse populations.
This presentation will outline the methods and strategies that leading news agencies and financial institutions are using to uphold impartiality in AI functionalities, addressing common issues such as accent, nationality, and gender biases in AI-driven content analysis, and demographic biases in financial decision-making.
Yulia Pavlova
Head of Applied Innovation Lab
Reuters
How the Enterprise Should Prepare Their GenAI Strategy
In the rapidly evolving landscape of generative AI, enterprises must navigate the complexities of developing and implementing effective GenAI strategies. In this keynote, NVIDIA's Shyamala Prayaga will provide valuable guidance on how organizations can prepare for the transformative potential of GenAI technologies.
Drawing on her extensive experience and industry insights, Shyamala will discuss key considerations for building a robust GenAI strategy, including data management, infrastructure requirements, and ethical considerations. Through relevant case studies and best practices, attendees will gain actionable insights to help them align their GenAI initiatives with business goals, unlocking new opportunities for innovation and growth.
Shyamala Prayaga
Sr. Software Product Manager
NVIDIA
Mastering the Trifecta: Harnessing AI, Data, and Human Connections for Business Transformation
The proliferation of artificial intelligence and data adoption is one of the greatest transformational trends in history. To successfully capitalize on this opportunity, businesses must understand and know how to make the connections inherent in the modern trifecta – AI, data, and human connections.
In this talk, Anju Gupta, Vice President, Artificial Intelligence, at Northwestern Mutual, will leverage the company’s 167 years of experience to discuss how integrating transformational technologies with human advice can help businesses of any size exceed customer expectations, drive informed decision-making, and optimize operational efficiency.
She will also explore recent use cases to address some of the biggest challenges business leaders are facing, as well as explore the indispensable role of human connection. Finally, Anju will address the ethical considerations and safeguarding protocols needed when deploying AI and data technologies to preserve trust and transparency. Attendees will leave the session with actionable insights and practical takeaways to apply within their organizations.
Anju Gupta
Vice President, Artificial Intelligence
Northwestern Mutual
Scaling Responsible AI: From Enthusiasm to Execution
In the keynote “Scaling Responsible AI: From Enthusiasm to Execution,” Noelle Russell explores the dual phases of AI innovation. The talk delves into Day 1, characterized by the excitement and enthusiasm of AI’s possibilities, and Day 2, where an awakening occurs, prompting the need to address ethical, safety, and scalability questions. Noelle will guide the audience through the journey from initial hype to responsible execution, highlighting the importance of transparency, fairness, and continuous learning in navigating AI’s complexities at scale. Attendees will gain insights on building a robust framework for responsible AI, ensuring long-term benefits and trust.
Noelle Russell
CAIO
AI Leadership Institute
Moderated Discussions
AI and the Future of Work: What to Do When Your New Colleague's a Bot
In this session, PeopleReign CEO and host of the popular AI and the Future of Work podcast Dan Turchin will reveal insights from 300 conversations with academics, futurists, investors, executives, and technologists. Learn what the world's leading AI authorities say is required to thrive in an era where humans and machines co-exist in the workplace.
Dan Turchin
CEO
PeopleReign
Building Empathetic Conversational Experiences with Generative AI
Discover the future of Generative AI driven voice and chat interactions. Join Gillian Eiserman from General Motors and delve into the fascinating and complex world of Generative AI that can go beyond mere conversational responses to understand and empathize with human emotions. Learn how empathetic conversational experiences can revolutionize user experiences, foster meaningful connections, and elevate the quality of conversational interactions in AI-powered systems. Explore the principles, challenges, and strategies involved in building empathetic conversational agents using Generative AI technologies.
Gillian Eiserman
Conversation Designer
General Motors
Championing AI for Good: Fostering Responsible AI and Inclusive Employment Opportunities
This discussion will explore the core principles of responsible AI, emphasizing the critical role of transparency, accountability, and inclusivity in AI development. We will delve into the significance of understanding and vetting who is labeling your data, ensuring that AI not only serves the good of all but also promotes equitable employment opportunities. Through case studies and actionable strategies, we will demonstrate how responsible AI practices can lead to a more inclusive, fair, and beneficial technology ecosystem.
Sarha Mavrakis
VP & Head of Global Commercial, Data for AI
Welocalize
Digital Divide or Digital Empowerment: Building the Future at the Intersections
Join us for a pivotal session with Jourdan Saunders, a leader in forging paths toward digital inclusivity and accessibility. She will reveal how AI and technology are key to transforming public services into more inclusive platforms.
Leveraging her wide-ranging experience across more than ten sectors, Jourdan offers insights into how inclusive design can be seamlessly integrated with technological innovation. This session is designed for professionals committed to ensuring that technology serves as a bridge to empowerment rather than a barrier.
Jourdan Saunders
CEO
The Resource Key
Exploring the Intersection of Neurodiversity and Conversational AI
Join us for a thought-provoking panel discussion on how conversational AI technologies can support and empower neurodiverse individuals, the challenges they face when utilizing these technologies, the value their unique skill sets can contribute when designing and developing conversational AI experiences, and considerations for designing and developing conversational AI experiences with neurodiversity in mind.
Marlinda Galapon
Principal Conversation Designer
Zendesk
Emily Bhanzaf
Ambassador
Open Voice TrustMark
Shelby Sparrow
Principal Conversation Designer
Druid AI
Dmitry Tereshenko
GPS Consultant
Deloitte
Katie Swindler
Program Manager
Mother Tongue AI
Got Data? Analyzing and Optimizing Generative AI for Conversational AI
Generative AI is rapidly changing the methodology, implementation, and effectiveness of conversational AI. Learn how to analyze and optimize Generative AI to improve response effectiveness and increase customer satisfaction. Having founded three analytics platforms and analyzed more than 90 billion conversational AI messages, across 20,000 customers, Arte will discuss how to leverage insights in Generative AI to optimize Conversational AI.
Arte Merritt
Founder
Reconify
Humanity's Leap in the Age of AI-Quantum Synthesis
Embark on a captivating journey where human creativity, artificial intelligence, and quantum computing converge, ushering in an era of unparalleled innovation. Discover how the synergy between human ingenuity and AI's computational prowess, combined with the boundless potential of quantum computing, holds the key to groundbreaking advancements. Join us as we explore this transformative fusion, envisioning a future where the limitations of current technology are transcended, paving the way for monumental breakthroughs that redefine the boundaries of possibility.
Chad Gerber
Founder & Chief Innovation Officer
Meloscene
I'll See Your RAG and Raise You a Fine-Tune
Let's talk RAG and fine-tuning. We will explore the practical applications of each. We dissect the challenges and discuss whether it’s fine-tuning vs RAG or are they complimentary? Come learn how and when to use these technologies to craft a compelling experience.
Roger Kibbe
Head of Conversational AI Developer Relations
Samsung
Multiple Modalities: Gemini and Beyond
Google pitched its Gemini model as a truly mutli-modal model, able to handle text, images audio, and video natively for both input and output. But developers have seen something less impressive.
In this interactive discussion, we'll review the current state of using different modalities for input, output, and as part of data retrieval and explore how developers of all skill levels can leverage different tools to bring new and exciting capabilities to their apps.
Allen Firstenberg
Google Developer Expert
Obvious Consulting
The Missing Piece in Voice AI: Actual Human Voices
As businesses eagerly adopt AI-powered voices, it's crucial to consider the source of the data and the impact on the voice acting industry. In this roundtable discussion, hosted by the National Association of Voice Actors, we'll explore the complex relationship between AI and human voices, diving into the ethical considerations surrounding the use of voice data and the potential for both displacement and collaboration.
Join us for a thought-provoking discussion on the future of voice acting and the importance of valuing the contributions of human voice talent. Gain insights on how businesses can engage with the voice acting community in a fair and mutually beneficial manner, ensuring that the industry continues to thrive in the age of AI.
Tim Friedlander
President
NAVA
Carin Gilfry
Voice Actor & Vice President
NAVA
Cissy Jones
Voice Actor & Board Member
NAVA
What's Old is New Again: Optimizing Your Existing Content for Generative AI
Your organization has amassed a ton of product content over the years. With the introduction of Generative Artificial Intelligence (GenAI), your existing content can take on a whole new life.
I will discuss how AIs can consume existing content repositories with minimal refactoring, using Retrieval Augmented Generation (RAG) to guide your AI to the correct answer. This will be based on first-hand experience training an AI to respond to questions from actual users. I will show real-world examples of what worked, point out pitfalls we faced, and talk about some interesting things we found along our journey.
Rob Myre
Sr. Director, Strategic Content
ADP
Panels & Presentations
Panel: AI-Driven Efficiency & Personalization in Contact Centers
Discover how AI is transforming contact centers, enabling unprecedented levels of efficiency and personalization. Our expert panel will discuss real-world implementations of AI-powered tools that streamline operations and enhance customer experiences. They'll share insights on how to leverage AI for intelligent routing, sentiment analysis, and agent assistance, ultimately leading to faster resolution times and happier customers. Join us to learn how you can harness the power of AI to take your contact center to the next level.
Panel: Banking on AI: Transforming Financial Services
The financial sector is undergoing a significant shift as AI becomes increasingly integral to its operations. In this panel, industry leaders will explore how AI is revolutionizing banking and finance, from fraud detection and risk assessment to personalized wealth management and customer support. They'll discuss the challenges and opportunities that come with implementing AI solutions, as well as the ethical considerations surrounding its use. Gain valuable insights into how AI is shaping the future of finance and what it means for both institutions and customers.
Awais Sher Bajwa
Head of Data & AI Banking
Bank of America
Beyond Design: Dismantling Barriers for Equitable AI Deployment
The conversation on responsible AI development has rightly focused on inclusivity and fairness in design. But for AI to truly deliver on its promise, we must extend this focus to its deployment. This panel discussion dives deep into the critical, often overlooked, question: What supporting policy and structural changes are needed to ensure AI levels the playing field and delivers equitable outcomes for all citizens?
Diya Wynn
Senior Practice Manager
AWS
Nii Simmonds
Senior Fellow
Atlantic Council
Swathi Young
CTO
Allwyn Corporation
Elevating Real-time Generative Experiences for Voice: A Technical Deep Dive
The evolution of real-time generative experiences for voice presents a compelling frontier for next generation customer experience. This session is tailored for technical builders seeking to grasp the intricacies and potential of applying LLMs for audio applications. We will dissect the technical underpinnings of real-time generative experiences, exploring their architecture, algorithms, and integration strategies.
Through a blend of technical insights and practical examples, attendees will gain a comprehensive understanding of how to leverage real-time generative experiences to enhance user engagement and drive business value in real time. From optimizing resource utilization to ensuring scalability and security, this session will equip technical stakeholders with the knowledge and tools to navigate the complexities of implementing real-time generative experiences for voice in their products.
Surbhi Rathore
CEO & Co-Founder
Symbl.ai
Redefining Customer Experience: The Interplay of Human and AI
Customer experience (CX) is undergoing a significant transformation as AI becomes more integrated into the customer journey. In this panel, CX experts will explore how the interplay of human and AI is reshaping the way brands interact with their customers. They'll discuss how AI can be leveraged to provide more personalized, efficient, and empathetic experiences, while also highlighting the importance of human touch in building lasting customer relationships. Attend this session to gain insights into the future of CX and how to strike the right balance between human and AI in your own organization.
Transforming Travel: AI's Role in Enhancing the Journey
The travel and tourism industry is embracing AI to provide more seamless, personalized, and memorable experiences for travelers. In this panel, industry leaders will discuss how AI is being used to streamline booking processes, provide intelligent recommendations, and offer real-time assistance to travelers. They'll share examples of AI-powered innovations, from virtual travel agents to predictive analytics that help airlines and hotels anticipate and meet customer needs. Join us to explore how AI is transforming the travel landscape and what it means for both businesses and travelers.
Gordon Chu
Head of Digital Innovation
Cathay Pacific
Technical Sessions
AI-powered API Gateways: Leveraging Machine Learning for Intelligent Routing and Analytics
In the dynamic realm of API management, the fusion of artificial intelligence (AI) and machine learning (ML) techniques has reshaped the landscape, propelling API gateways into a new era of capability. By leveraging the power of ML algorithms, AI-infused API gateways facilitate intelligent routing, real-time analytics, and adaptive behaviors. This synergy not only bolsters the agility and efficiency of API-driven architectures but also fortifies their security measures, ushering in a new standard of performance and resilience.
Anusha Kondam
VP & Lead Software Engineer
JPMorgan Chase
Behavior-Based Servicing in Conversational Experiences
The way a user expresses their need can indicate the type of response they expect. In this interactive, technical presentation and discussion, we'll take a deep dive into how to use behavior design principles to adapt to a user's true conversational need. Our experts will present advanced techniques for analyzing user expressions, including tone, phrasing, and context, to uncover their underlying intent and tailor responses accordingly. Through hands-on examples and real-world case studies, you'll learn how to implement behavior-based servicing models that go beyond simple keyword matching and deliver more intuitive, responsive, and personalized conversational experiences.
Jay Frank
Manager, Content and Conversation Design
Capital One
Taylor Merriam
Conversation Designer
Capital One
Beth Roth
Experience Strategy & Product Design Manager
Capital One
Emergent Collaborative Intelligence: Agentic Architecture and Multi-Agent Frameworks in Generative AI
Generative AI has undergone a profound transformation with the rise of agentic architecture and multi-agent frameworks. These novel approaches draw inspiration from decentralized systems, enabling AI agents to interact, negotiate, and collectively produce intricate outputs. In this session, we explore the emergent behavior exhibited by generative models through agentic architecture. We delve into the principles of multi-agent frameworks, where collaboration among agents leads to adaptive and scalable solutions. From solving complex tasks that require specialized skills to citizen service delivery that requires a multi-step workflow, these paradigms redefine creativity and adaptability in the generative AI landscape. Join us as we unravel the AI agents and their transformative impact on AI applications.
Sachin Sinha
Director of Technology Strategy
Microsoft
Vocal Biomarkers Changing Healthcare
Brief inspirational talk on the science and advances of vocal biomarkers. What it is, how it works, the benefits and impact it can have on healthcare system. From screening and testing, to major advancements for preventive care. Accurate, accessible and affordable- the future of healthcare.
Jennifer Linder
CEO
Sonaphi
Agenda day 2:
Keynote Stage
Exploring Generative AI and Developer Productivity
Since the launch of ChatGPT and the groundswell of AI-assistive tools, the market has been inundated with generative AI tools for all sorts purposes, from tools to write College admission essays, to writing legal briefs, to writing code. Of these, generative AI tools to assist with Software Development have taken the fancy of many organizations, which is understandable given the current high cost of skilled developers and their short supply.
In this talk from Sanjeev Sharma, Senior Vice President of Engineer and Development Platforms at Dell Technologies, we will explore the broad spectrum of generative AI tools that developers are adopting to assist them in the activities of Software Development. Tools that generate code, while getting most of the attention, are probably not the ones that will improve the effectiveness (note, not Productivity) of developers.
Sanjeev Sharma
Senior Vice President, Development and Engineering Platforms
Dell Technologies
Humanizing the Algorithimic Digital World via Human-Centered AI
In this insightful presentation, Bala Maddali from Verizon explores how organizations can leverage human-centered AI to create more personalized, satisfying, and human-like digital experiences for their customers. Discover the importance of striking the right balance between business value and customer satisfaction, and learn how AI can be used as a tool to optimize and enhance customer interactions. Bala will share strategies for gathering and analyzing customer feedback, and discuss how an agile, test-and-learn approach can help you create conversational experiences that are easy to use, personalized, and ultimately drive positive outcomes for your customers, employees, and business as a whole.
Bala Maddali
Head of Conversational AI
Verizon
Lessons Learnt from Shipping Real-World GenAI Applications
As organizations increasingly explore the potential of generative AI, it's crucial to learn from the experiences of those who have successfully developed and deployed GenAI applications in real-world settings. In this keynote, Yihua Astle, Associate Director of Data Science at Merck, will share valuable insights and lessons learned from her journey in shipping GenAI solutions within the healthcare industry. Drawing from her expertise and hands-on experience, Yihua will discuss the challenges, best practices, and key considerations involved in bringing GenAI from concept to reality. Attendees will gain a deeper understanding of the practical implications of implementing GenAI, and will walk away with actionable tips for navigating the complexities of deploying these cutting-edge technologies in their own organizations.
Yihua Astle
Associate Director, Data Science
Merck
Panels & Presentations
AI & Design: Our New Best Frenemy
Join Antoine Dickens, Director of Design & Motion, Kate Gazzillo, Creative Director, and Darin Ruchirek, Founder, from the DC-based creative agency Outright, for a candid conversation about how AI is reshaping the design and marketing world. We'll explore how creatives and brands are embracing (or dreading) this change, covering everything from ethics in AI to how designers are using AI tools, and our feelings about the future.
Darin Ruchirek
Founder
Outright
Antoine Dickens
Director of Design & Motion
Outright
Kate Gazzillo
Creative Director
Outright
AI in Healthcare: Improving Outcomes, Reducing Costs
The healthcare industry is ripe for disruption, and AI is poised to play a significant role in improving patient outcomes while reducing costs. In this panel, healthcare professionals and AI experts will discuss how AI is being used to enhance diagnostics, personalize treatment plans, and streamline administrative tasks. They'll share examples of successful AI implementations in healthcare settings and explore the potential for AI to address pressing challenges such as the shortage of healthcare workers and the need for more affordable care. Attend this session to gain a deeper understanding of how AI is transforming the healthcare landscape.
Consider the Source: Listener Perceptions of AI Voices in an Advertising Context
Rapid growth in synthetic voice services is promising to optimize efficiencies at scale, lowering costs and saving time spent on advertising production, voice talent, and dynamic targeting. Yet this rush into an Age of AI Voice synthesis may exact a toll in return for the benefits it promises. Can consumers discern the subtle nuances between a human voice and its AI counterpart? More importantly, do they find one inherently more captivating than the other? What if they were told the voice they were hearing was produced by AI? Would it matter? Is there any impact on brand perception or advertising favorability if we substitute a cloned voice for the voice of the original human talent?
SiriusXM Media’s Studio Resonate partnered with CloudArmy, a leading neuroscience research company, and Veritonic, an innovative audio testing platform, to conduct a series of implicit and explicit experiments to answer those questions and more.In this illuminating session, we’ll discuss the results and their implications for the use of AI voices and voice clones in an advertising context, including their potential impact on diversity and culture.
Steve Keller
Sonic Strategy Director | Studio Resonate
SXM Media
Nick Fletcher
Senior Manager | Studio Resonate
SXM Media
Intelligent Education: Navigating AI Adoption in Schools
As AI continues to advance, its impact on education is becoming increasingly significant. However, school districts, especially those that are underfunded, face the challenge of adopting AI technologies within tight budget constraints. In this panel, industry experts and educators will delve into the ways AI is revolutionizing teaching and learning while also addressing the financial realities of educational institutions. They'll discuss how AI technologies can be leveraged to create personalized learning experiences, automate administrative tasks, and provide data-driven insights to support student success, all while considering cost-effective solutions.
Through real-world examples and case studies, attendees will learn about the benefits and challenges of implementing AI in educational settings, with a focus on strategies for adopting AI technologies within budget limitations. Gain a deeper understanding of how AI is reshaping the future of education and discover practical approaches for bringing AI into classrooms and online learning environments in a fiscally responsible manner.
Lessons learned from Delivering LLM-Based Projects
This session goes through the aggregated experience of developing and delivering 5 real-world LLM-based projects. Technology ranges from Alexa LLM through to audio streaming, ASR & voice synthesis. The session will cover new ways of developers working with designers, strategy taking vs. design documentation the growing importance of unique copy, wide vs narrow context, and more.
Michal Stanislawek
CEO
utter.one
Optimizing Operations: The Power of Digital Twins in Customer Service
In the context of customer service and contact centers, digital twins offer a powerful tool for improving efficiency, reducing costs, and enhancing the customer experience. In this panel, experts will discuss how digital twins are being used to model contact center operations, test new strategies, and identify areas for improvement. They'll share real-world examples of digital twin implementations and offer guidance on how to leverage this transformative technology in your organization. Attendees will gain valuable insights into how digital twins can help optimize customer service operations, streamline processes, and drive business success. Join us to learn how to harness the power of digital twins and take your customer service to the next level.
Moderated Discussions
Fostering Trust and Quantifying Value of AI and ML
In this session, we will examine the dynamic of trust between artificial intelligence and machine learning providers (Trustors) and users (Trustees), emphasizing the responsibility of providers to develop valid and reliable systems. We will explore the challenges of providing results that are good enough to make a trustee increase their trust above a minimum threshold for doing business together and continuing service. Finally, we will propose a framework and a set of metrics for computing a trust score, understanding how trustworthy a system can claim to be, and analyzing their behavior over time.
Dalmo Cirne
Sr. Manager, Machine Learning
Workday
The Perfect Teacher: The Impact of GenAI and Voice on Learning
This session will share the results of a two-year research project from Oxford University and Charisma.ai into the impact of AI and Voice AI on education and learning sectors. Education was transformed arguably overnight with the release of ChatGPT as both students and teachers adopted the technology instantaneously.
This session will show the case studies and results from the research project, and the feedback from testing in schools and businesses, demonstrating the impact on learning and teaching effectiveness of Natural Language and Voice AI.
Attendee takeaways will include insights into student and educator responses to AI, where the value is perceived, how best to integrate AI and Voice, and where the opportunities are for future deployments.
Guy Gadney
CEO and Co-Founder
Charisma.ai
Using Vector Databases for Multimodal Search and RAG
In this talk, Zain Hasan will discuss how we can use open-source multimodal embedding models in conjunction with large generative multimodal models that can that can see, hear, read, and feel data(!), to perform cross-modal search(searching audio with images, videos with text etc.) and multimodal retrieval augmented generation (MM-RAG) at the billion-object scale with the help of open source vector databases. I will also demonstrate, with live code demos, how being able to perform this cross-modal retrieval in real-time can enables users to use LLMs that can reason over their enterprise multimodal data. This talk will revolve around how we can scale the usage of multimodal embedding and generative models in production.
Zain Hasan
Senior ML Developer Advocate
Weaviate
Why Reasoning AI Agents is the Next Evolution of GenAI
In this session, we will explore real-world use cases of building, deploying, and fine-tuning reasoning AI agents that act on foundational datasources containing regulatory, compliance, and sensitive information. We will discuss how reasoning agents fit into the grand schema of a fast-changing regulatory, ethical, and compliant AI implementation, and cover when and how to use and deploy them from top-down and bottom-up in an organization. The session will also showcase two particular use cases in the Health and Energy sectors, addressing the unique challenges of adhering to local, state, and federal regulations and policies while meeting project-specific on-premises needs.
Cosmin Hermenean
Co-Founder
NeuralDreams AI