Baker Tilly Digital presented session two of Utility University, addressing two transformation topics.
The first half of the session focused on Machine Learning (ML) and Artificial Intelligence (AI) systems. Mary Willcock, a data scientist, discussed how ML and AI systems simplify and automate many aspects of daily life, as well as the frameworks for how ML and AI systems work and where bias can impact these systems. Through the examination of several examples of unethical AI systems, Mary explained strategies to assess and eliminate bias, which is key to creating and maintaining ethical AI systems and how this impacts the utility industry.
Jackson Comeau and Palaton Dunn presented the second half of the webinar to discuss Digital Centers of Excellence (DCoE), including what they are and the challenges and barriers to building a DCoE. Jackson and Palaton wrapped up the session with an example of why a utility client’s customer service organization made the right choice in standing up a DCoE, as they embarked on a transformation of their customer digital channels.
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