[ISD Seminar] From Fragmented Conversations to Structured Signals: Multilingual Language AI for Sales Compliance, Business Insights, and Contact Center Analytics

Grounded in Fano’s research-built stack, this session examines how advanced Language AI converts fragmented calls, chats, and emails into structured, analyzable signals via multilingual ASR, speaker diarization, and LLM-based NLP, including robust handling of code-switching and domain-specific vocabularies.

In sales compliance, we analyze workflows where automated assessment and process scorecards move oversight from small-sample QA to near-total coverage, flagging potential mis-selling and validating risk disclosures and T&C read-outs.
For business insights, we discuss techniques to detect intent, sentiment, and emergent themes at scale to inform hyper-personalized offerings, cross-sell opportunities, and product feedback loops.

In contact centers, we consider real-time agent assistance in multilingual contexts and deployment choices (on prem, cloud, hybrid) that satisfy privacy constraints in regulated sectors.

Speaker’s biography:

Dr. Miles Wen received his B.Eng. (CE) with First Class Honors and Ph.D. (EEE) from HKU in 2011 and 2015, respectively. He was also a Fulbright Scholar of Electrical Engineering & Computer Science at the University of California, Berkeley. Dr. Wen specializes in information and communication technologies, optimization algorithms, big data, and machine learning.
 
Dr. Miles Wen is CEO and co-founder of Fano Labs Limited, a spin-off company from the University of Hong Kong (HKU) that has raised multiple rounds of venture investment from renowned investors such as Horizons Ventures, Gobi Partners, and Openspace Ventures. He is an active mentor at the iDendron Incubation Program at HKU, Founding Vice President of HKSTP Startups Alumni Association, EEE Industry Advisory Committee Member, School of Engineering, RMIT University, Member of Hong Kong Trade Development Council Electronics / Electrical Appliances Industries Advisory Committee, and Member of the Expert Review Panel of Logistics and Supply Chain MultiTech R&D Centre.