The Future of AI
Global Head of CX Intelligence and Optimization at Eviden, Darren Henry, explains how generative AI will change approaches to communication and operations, and how apprenticeships are helping the technology company fill skills gaps to ensure that the full potential of AI can be realised.
Darren sits within a digital experience division at Eviden, where he works to understand customers’ business problems; operational efficiency; customer and employee experience, with the aim of optimising those services.
"Apprentices represent a strong strategic approach to how I’m gonna ensure that Evident maintains its position as a world leader and actually pushes the boundary of how we’re delivering the services in my area."
He explains that the company is fully behind generative AI, large language models, and various layers of AI to deliver services to clients, from operational infrastructure, marketing and customer services, where “second generation AI” can be used to dramatically improve user experience now and in the future; which is where apprenticeships come in.
Darren explains that Eviden identified skills gaps in how next-generation AI can be applied in businesses today, and specifically how it could be used in the future. Recruiting apprenticeships has helped Eviden fill those skills gaps as part of a future-proof AI strategy.
The challenge:
Eviden saw a need to drive the use of AI in their services in meeting their customer’s needs, by improving efficiency, optimising services and user experience. They identified skills gaps in next-generation AI – specifically conversational AI – in knowledge, testing, and delivery.
The solution:
QA helped Eviden fill their skills gaps with specialist apprentices who brought fresh knowledge and ideas about how AI can be applied now and in the future. This new talent fit a wider strategy to ensure the company maintains its position as a world leader and push the boundaries of AI applications.
The outcome:
“The apprenticeship programmes are the lifeblood of how I’m going to evolve and future-proof my division…. Apprentices are really changing the dynamics of my team in the sense of bringing in new enthusiasm, curiosity, and new ways of working.” – Darren Henry
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