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Paulo Gottgtroy

Head of Decision Science, Mercury

Dr. Paulo Gottgtroy is the Head of Decision Science & Analytics at Mercury NZ, leading initiatives that leverage advanced analytics and AI to solve complex business challenges. With a PhD in Computer Science and over 30 years of experience across various industries, he has held leadership roles in organizations such as Inland Revenue NZ and Air New Zealand. Paulo is also a member of the Executive Council at AI Forum NZ.

Day 2

9:10

AI That Understands: Emotional Intelligence in Automated CX

  • Using large language models (LLMs) and sentiment analysis to detect and respond to customer emotion

  • Ensuring emotionally intelligent interactions in digital self-service and chatbots

  • Reducing customer effort while maintaining empathy

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