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Apr 26 & 27 / 2023

LVCC, Las Vegas

Gregory Whiteside: Speaking at the Call and Contact Center Expo USA

Gregory Whiteside

CEO @ Humanfirst.ai  -  HumanFirst

Call analytics: from keyword-search to natural language understanding (NLU)

Keyword-based search / tagging and hard-coded rules still power voice conversational analytics for some of the biggest call center, communication and sales enablement platforms. It seems obvious now that natural language understanding (NLU) is a better option than keyword-based logic; and with speech-to-text models like Whisper (the open ASR model released by OpenAI 6 months ago), we now have source data good enough to move from keyword logic to NLU.

About Gregory Whiteside

Gregory Whiteside is the CEO and co-founder of HumanFirst, the leading NLU design tool (i.e: “Excel for NLU data”). Prior to HumanFirst, Greg co-founded and was VP engineering at PasswordBox (acquired by Intel), where he helped build a strong IP portfolio (5 patents) and a world-class product/engineering organization. Greg is a serial entrepreneur and community builder, and has been actively helping build Montreal’s tech community for the last 12 years. He graduated magna cum laude in Software Engineering from University of Ottawa, and when he isn’t spending time with his twin daughters, plays and writes music or challenges anyone to a game of tennis.