The market is flooded with products that promise to surface insights and analytics from human conversations. It makes sense -- word error rates for speech recognition have reached human levels, and people are increasingly communicating via text messaging where words are captured directly. At Giant Otter, we’re skeptical that words alone -- word spotting, word indexing, word statistics -- yield enough information to help businesses move the needle on customer satisfaction or efficiency. Similarly, we are skeptical that hand-crafting intents and flows for chatbots will produce an A.I. army capable of automating away the need for human reps. We believe that successfully analyzing and automating conversations requires systems that deeply understand what is being said, which is why we’ve spent four years developing our conversation understanding engine.
Giant Otter is building a future where machines can understand extended human conversations, pinpoint exactly when key moments occur, and explain their significance comprehensively. Machines that understand dialogue at this level can predict responses, and optionally automate one side of a conversation, flexibly and coherently. We are building a range of applications to grade conversations, track & automate next steps and commitments, and detect compliance breaches in complex industries. Along the way, we are tackling some hard problems. We are developing new frameworks for artificial intelligence, capable of exploiting multiple representations of meaning, maintaining coherent models of dialogue over many turns, and explaining their own decisions. Inspired by the ability of human children to learn language from few examples, we are building systems that use context to learn from sparse human dialogue data, and improve with subsequent evidence and human feedback. This hybrid approach leverages human trainers, both to minimize deployment time, and to provide feedback enabling fluid transitions to automated interactions. Our technology builds on 8 years of AI research at MIT, as well as concepts refined developing award-winning AI in the videogame industry.
Jeff Orkin, PhD — Co-Founder / CEOJeff has been developing systems to understand human behavior and language for over 20 years. As CEO of Giant Otter Technologies, Jeff is building on his Ph.D research at the MIT Media Lab, using machine learning to mine actionable insights from recordings of people talking to one another. Prior to MIT, Jeff spent a decade working in the videogame industry. At Warner Bros, Jeff led development of award winning Artificial Intelligence systems for multiple titles. Jeff has served as a Contributing Author and Section Editor of the AI Game Programming Wisdom book series, and Associate Editor of the IEEE Transactions on Computational Intelligence and AI in Games. Recognized as a leader in the field, Jeff regularly speaks at academic and industry conferences, and has published 25+ peer-reviewed articles about AI. Jeff holds a Master’s degree in Computer Science from the University of Washington and Bachelor’s degree in Computer Science from Tufts University with a minor in Studio Art.
Dan Tomaschko — Co-founder / Business DevelopmentDan began his career in management consulting, advising global Fortune 500 companies on a range of strategic initiatives over a span of six years. After years of helping his clients launch new products and improve their businesses, he left for MIT to build something from the ground up. He met Jeff and the team in early 2014 and immediately connected with the vision to help companies understand their conversations at scale. The rest is history waiting to be written. Dan completed his MBA from MIT Sloan in 2015. He also holds a degree in Systems Engineering from the University of Pennsylvania.
The Giant OtterThe Giant Otter (Pteronura brasiliensis) is a six foot long mammal that lives in the Amazon jungle. Living in an environment with the highest biodiversity in the world, Giant Otters have no natural predators. They have quicker reflexes than anacondas, are better swimmers than crocodiles, and eat piranhas for breakfast. Giant Otters are social creatures who learn from each other and live in tight-knit extended families. Unfortunately, due to habitat destruction from logging, farming, and mining, the Giant Otter is near extinction, with a wild population is fewer than 5,000. If you want to help, consider educating yourself about the Giant Otter or donating to the World Wide Fund for Nature (WWF).
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