Implementing AI Systems by Tom Taulli

Author:Tom Taulli
Language: eng
Format: epub
ISBN: 9781484263853
Publisher: Apress

The Subject Matter Expert

The SME (subject matter expert) is someone who has a strong understanding of a particular domain. For example, they may be the person who knows a process in the company, say for invoices or how to process a claim. Or the SME could have a background on how to deal with customers in an industry.

In relation to an AI project, you can usually find the SME within the organization, although in some cases there may be a need to get a consultant. So if you are looking to rethink a company process, you might want to have someone with a background in a methodology framework like Six Sigma or lean. They will also bring a fresh perspective to the process.

The SME will help with evaluating the types of data needed. They will also work with a data scientist to craft the model. And then the SME will provide assistance in evaluating the results.

In some circumstances , the hiring of an SME can be creative. Just look at Intuit. When the company built its conversational AI bot for QuickBooks, it recruited Scott Ganz as the Principal Content Designer. His background? He was actually a screenwriter! He won an Emmy for his work on Wordgirl.

His role has been to work with the engineering and design teams to develop a personality for the AI system. For the most part, the focus has been more than just understanding the customer but getting a sense of the underlying emotions. This is certainly critical when it comes to sensitive issues like money.

Ganz has also been helpful in simplifying the user experience. For example, instead of the bot talking about “accounts receivable,” it mentions “who owes me money?”7

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