I’m speaking at AI Engineer Sydney this December. My talk is called “Half our handoffs are the bot’s idea.”

The talk is about part of my work on the Dotcom AI Squad at WordPress.com and how our AI support assistant decides when to hand a conversation to a person. (A handoff is when the assistant passes the chat to one of our Happiness Engineers, the people who provide support at WordPress.com).

About one in four conversations with the assistant ends with a person. In about half of those, the handoff is the bot’s idea. I wrote about how this works in When WordPress.com Support Knows It’s Time for a Human, and the talk builds on that post.

AI Engineer Sydney is a technical conference for people who build and test AI systems. Grab a ticket on the registration page.