I lead the Research and Development team at Keepcon, now part of Wise CX.We provide various Customer Experience services, including chatbots, semi-automated agent support for both voice calls and digital media, automated surveys, Social Listening, and more.Since the acquisition, we have continuously advanced our core technologies, incorporating NLP, Deep Learning, Machine Learning, and rule-based systems. Recently, we integrated large language models (LLMs) to enhance classification and generation tasks, including Retrieval-Augmented Generation (RAG) and other Artificial Intelligence techniques.Our customers list include: Disney, Burger King, AB InBev, Motorola, Santander, Allianz, First Data, Unilever Carrefour, Telmex, Telcel, and others (around 800)One notable success story is Aerolíneas Argentinas, the largest airline in Argentina, which has been using our chatbot technology for customer service. With the recent integration of LLMs, we've increased automation in handling customer inquiries — covering topics like flying with pets, traveling with children, and baggage allowances — from 0% to 93%.Currently, we’re utilizing and exploring a range of advanced technologies:* OpenAI API: generative and embedding models* Anthropic models* Llama models* Gemini models* LlamaIndex* TensorFlowIn addition, we’ve developed proprietary tools for in-depth model evaluation and parameter comparison, tailored to our unique needs. We're also implementing custom measures to reduce hallucination rates, alongside experimenting with IBM for AI governance.

I lead the R&D team, developing tech that provides insights into human behavior and sentiment through NLP.We handle vast datasets using AI (NLP, Deep Learning, Machine Learning, and rule-based systems) to derive actionable insights, in English, Spanish, and Portuguese.Major companies around the world, including Amazon, Disney, Coca Cola, Fox, NPR, Samsung, DirecTV, Burger King, Telmex, MercadoLibre, and Arcor, have hired us.Notable success stories:Amazon Review Moderation: Enhanced the automation process for moderating 3 million reviews per month, adhering to Amazon's strict compliance rules. This implementation improved precision from 0.95 to 0.97, recall from 0.7 to 0.83, and increased the automation rate from 88% to 94.5%."Our work with Keepcon allowed the global Amazon Customer Reviews Moderation team to significantly reduce the number of customer reviews requiring manual moderation while improving accuracy, saving time, money, and improving customer experience."— Sarah Beaudette, Global Moderation Manager at AmazonVivo Brazil Quebra de Sigilo: Vivo, the largest mobile operator in Brazil, receives around 9K complex legal requests per month in unstructured text formats, requiring access to private customer information. In the first phase of our project, we automated 50% of the request processing with 98% accuracy. Future phases will cover the remaining requests."Keepcon solution proved to be a concrete case of efficiency gains through digital transformation, even in mission-critical activities."— Fabiano Quintas, Gerente de Processos de Sigilo at Vivo BrazilHurricane Harvey: During Hurricane Harvey, ABC, through our partner The Social Element, requested our support to monitor help requests on social media. We identified & prioritized these requests, ultimately contributing to saving lives."I'm so glad we've been able to have such a positive effect on people's well-being through social."— Adam Serota, Tech Solutions Director at The Social Element