A presentation at Experian Sofia Tech Days in in Sofia, Bulgaria by Petyo Dimitrov
About me • 17 years in Software Engineering • Software Architect in Musala Soft / Qinshift • Head of Data & AI • PhD in Computer Science from Technical University of Sofia • “Distributed Systems” lecturer at Technical University of Sofia 2
Agenda 01 GenAI in a Nutshell 02 Case Studies 03 Lessons Learned 04 Trends in AI 3
What is Generative AI? 4
Top Benefit Achieved Through GenAI 5
Cross-industry Applications
Contact Centres & Customer Service 7
Content Generation 8
Enterprise Knowledge Utilization 9
Personalization 10
Case 1: Intelligent Home 11
Problem: Connected/Managed vs Intelligent Home 12
Problem: Device focus vs Human-centric 13
Example Scenario 14
Generative AI Usage • Uses graph with semantic relations • “Understands” the capabilities of devices • Handles queries, commands, and proactive suggestions • Creates/updates smarthome automation workflows 15
Other AI Components • Intelligent Virtual Assistant o Automatic Speech Recognition o Text-to-speech with emotions o Lipsync animations • Presence and Status Sensing 16
Why it’s cool tech? 17
Case 2: GenAI in BFSI 18
Evolution Stage 1 – Enterprise ChatGPT Client 19 Custom Wrapper Azure Open AI
Evolution Stage 2 – Access Enterprise Knowledge Vector Store Client Assistant Azure Open AI 20
Evolution Stage 3 – Contact Center Assistant 21
Example Client’s message Response message I want to close all my accounts In relation to account number AS0001 and AS0002, both are junior ISA accounts. Unfortunately, as the beneficiaries are under the age of 18, these accounts cannot currently be withdrawn or closed. These accounts are only eligible for withdrawal after the beneficiary reaches the age of 18. … Please note that for regulatory purposes you will still receive a final Statement & Valuation in the quarter after the account is closed, and a final annual cost and charges document at the end of the year. … Context information • • • • • • • • Has 4 accounts Registered in UK No stops and blocks found No Withdrawal holds on customer level Account AS0001 is a Juniour ISA (JISA) Account AS0002 is a Juniour ISA (JISA) Customer has brokerage assets on account AS0003. Customer has a total invested value of $1000 in the following 2 assets [“ASSET_1”, “ASSET_2”] on account AS0003. • Customer has a cash balance of $10 on account AS0004. … 22
Why it has business value? • 52% reduction in response time to customer inquiries • Noted increase in customer satisfaction score in 3 months • Roadmap extended outside the initial use cases 23
Technologies 24 Open AI Claude Mistral Llama Gemini Mongo Postgre Qdrant Milvus Chroma Azure Neo4j Vertex SageMaker Python Langchain
Lessons Learned 25
Lessons Learned – Technical (1) • Use queries on structured source data • Filter/rank the results after retrieval via LLM • Generate unified keywords on the content via LLM • Create a benchmark for continuous testing • “Garbage in, garbage squared” 26
Lessons Learned – Technical (2) • Setup convenient flow for user feedback • Hybrid strategy to LLMs • Published benchmarks are not guaranteed • Latency issues 27
Lessons Learned – Non-Technical • Manage client expectations • Ensure proper success metrics • Regulatory and compliance considerations • Issues identifying suitable use cases 28
Trends in AI 29
Petyo Dimitrov Head of Data & AI, Qinshift petyo.dimitrov@qinshift.com www.linkedin.com/in/petyo-dimitrov
GenAI combines cutting-edge technology with real business value. In this session, you will learn how it is applied in two distinct projects reflecting its dual nature — an innovative intelligent home platform and a customer support virtual assistant for Financial Services. We will explore how GenAI boosts customer satisfaction, enhances operational efficiency, and enables deeper personalization and automation. Throughout the talk, I’ll also share lessons we have learned from our GenAI projects. In the end, we will connect these practical applications with the latest AI trends and examine associated challenges.
Key Takeaways:
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