James Mesbur is the Senior Manager of Conversational AI in AIPD. He has 2 decades of experience in speech recognition technology, voice user experience, AI products and solutions, leadership and evangelization. His team has over 30 Conversational AI solutions in production right now, supporting a broad range of Rakuten businesses, including e-Commerce, Bank, Securities, Travel, Mobile, and more. James promotes a hyper-data-driven approach to design, balancing business goals with the end-user experience. He is consultative and solution-focused, with an emphasis on building trust and long-term relationships with customers, stressing the ongoing tuning and improvement cycle, and starting small and growing incrementally over time. Prior to joining Rakuten, James was the Director of AI Solutions at Verint, with a focus on AIin the Call Center: automating experiences across all customer service touchpoints through Conversational AI.