Meet Ruth, Nestlé’s New AI-Powered Cookie Coach

  • “Orchid Bertelsen, head of digital innovation and transformation at Nestlé, said the project was inspired by the inconsistent experience that customers often reported after calling into the company’s customer service line, which is staffed by employees who may not have direct baking experience themselves.
  • ‘Consumers told us she had to sound like a real person, and she had to be encouraging, empathetic and bring levity to the experience because baking is meant to be fun. We spent a lot of time getting the human interface right so people would remember how Ruth made them feel.’”

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