Contact Center AI: Fireside Chat

Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and customer experience communications markets. Sheila serves as the Contact Center Track Chair for Enterprise Connect, is a frequent contributor to No Jitter and can be following on Twitter @mcgeesmith.

Matt Jones is a Product Manager on Google’s Conversational AI team. He leads all agent assistive features within Google’s Contact Center AI solution. Prior to Google, a machine learning engineer at Second Spectrum (sports technology), an engineering lead at TripleLift (advertising technology), and a consultant at Deloitte Consulting. Matt earned an MBA and a Masters in Computer Science from Stanford University and a Bachelors in Business Administration from the University of North Carolina at Chapel Hill.

Celeste Grade leads strategic technology partnerships for voice and collaboration partners that build their business on Google Cloud or integrate their solution with Google Cloud. Celeste formerly lead Strategic Alliances at Intuit Financial Services and also numerous technology start-ups. Celeste began her career as a corporate law attorney. Celeste earned her MBA and JD from Loyola, Los Angeles and her BBA from the University of Washington.

Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.