The first sign that your AI implementation is about to fail

AI implementations fail when companies eliminate human touchpoints entirely. Stephen Roach, VP of Ecosystems and AI at Qualified Digital, specializes in integrating machine learning models for Fortune 500 brands like McDonald's and Hyundai. He advocates for strategic handoff triggers that route complex queries to human agents and contextual personalization systems that adapt AI responses to individual customer profiles. The discussion covers designing AI experiences that enhance rather than replace human interaction across customer service workflows. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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  The Martech Podcast is a proud member of the I Hear Everything Podcast Network. Looking to launch or scale your podcast? I Hear Everything delivers podcast production, growth and monetization solutions that transform your words into profit. Ready to give your brand a voice? Then visit iHereEverything.com.

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  Welcome to the Martech Podcast, a member of the I Hear Everything Podcast Network. In this podcast, you'll hear the stories of world-class marketers that use technology to drive business results and achieve career success. Here's the host of the Martech Podcast, Benjamin Shapiro.

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  I'm Benjamin Shapiro and joining me today is Stephen Roach, the VP of Ecosystems and AI at Qualified Digital, which helps Fortune 500 brands transform customer experiences through data-driven solutions. And today, Stephen will reveal exactly what human oversight is non-negotiable in your AI stack. What martech trends are you watching that most marketing leaders are missing?

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  I think the advancements of AI in our traditional martech phrases. Take MMM, for example. Next-gen neural networks, which accurately predicts or measures your customers or your internal overall workflow for MMM. It enhances what we currently have in place. So evaluation enhance, and then we continue to progress over time. I think those are very powerful steps that are often overlooked. And I think that's, those are the key things that takes us to another level. You want accuracy, you want speed.

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  But how do you get there? I think those are are are great steps about uh that to support that argument. There's other things that are out there. Um, I I think one of the more major things and that we touched on is the um this um AI orchestration is going to take over the full AI agent implementation. I don't think it's going to. I think there's advancements, but orchestration is a key part of how AI is involved in your in your organization in today's world. Um, and and having those guardrails is going to be a major piece to that as well.

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  A more technical aspect of the the things are, you know, I can get really into the weeds when it comes to transformers and how it's used in Mamba.

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  Mamba is going to be the next wave of how um, you know, data analytics is actually involved.

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  Mamba, like Kobe Bryant, the Black Mamba.

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  Yes, sir.

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  Okay, why why like the snake? What what is Mamba?

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  Mamba is a specific coding language. So it's it's what's what's currently happening during studies is they're replacing the the codex of Mamba and replacing it um or replacing transformers. Transformers allows, you know, machine learning to operate as best as possible. And a lot of things when it comes to overall analytics that are currently being done in Python, replacing it with Mamba, it speeds up every aspect of your your model. There is a row that I do believe that this is going to be um a more hybrid way of moving forward is having both Mamba workflows and your traditional transformers moving forward. So having that

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  codex, you know, whichever one that you choose to to involve is going to, you know, run a little bit more smoothly with Mamba, your more more traditional analytics or just AI in general is going to be using um transformers, you know, which is currently being used today. So.

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  There's a fundamental architecture change coming that's going to impact how all of the L L Ms and all of your analytics operate. You're not going to be transformer based. You're going to use this other, let's call it a language called Mamba.

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  Yes.

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  Okay.

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  Library.

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  You're you're speaking a language that is way too technical for me to understand, but I'm I'm. Excited and fearful of Mamba now. All right, that wraps up this episode of the Martech Podcast. Thanks to Steven Roach, VP of Data Ecosystems at Qualified Digital. If you'd like to get in touch with Steven, you can find a link to his LinkedIn profile in our show notes or on martechpod.com, or you can visit his company's website, which is qualifieddigital.com. If you haven't subscribed yet and you want a daily stream of marketing and technology knowledge in your podcast feed, hit the subscribe button in your podcast app or visit us on YouTube and we'll be back in your feed next week. All right, that's it for today, but until next time, my advice is to just focus on keeping your customers happy.

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  Thanks for listening to the Martech Podcast, an I Hear Everything production. Looking to launch or scale a podcast like this one for your brand? Then visit ihereverything.com.