Nidhi Sharma

From Prediction to Autonomous Action: The Next Generation of Customer Intelligence

Abstract:

This session explores how organizations can move beyond traditional dashboards toward autonomous AI systems that both predict customer needs and act on them. Drawing from real enterprise deployments and published research, the session breaks down how ML and NLP extract predictive signals from emails, tickets, and messages; practical considerations for data quality, ethics, and organizational readiness; and real-world outcomes from autonomous AI agents, including efficiency gains and measurable ROI. Attendees will leave with a clear understanding of what it takes to operationalize predictive intelligence and transition to autonomous customer-facing AI.

Profile:

Nidhi Sharma is an accomplished Senior Software Engineering Leader with over 15 years of experience driving enterprise-scale digital transformation across CRM, cloud, and AI domains. Currently serving as Senior Manager, Software Engineering at Cox Automotive Inc., she leads AI-powered transformation across enterprise CRM and customer-facing platforms serving thousands of users across multiple business units including Autotrader, KBB, and Dealertrack. Her published research in predictive customer intelligence, agentic AI, and ML/NLP-driven automation informs her practical approach to building systems that move from prediction to autonomous action. A recognized thought leader, Nidhi is a SAS Eminent Fellow, IEEE Senior Member and Vice Chair of the IEEE Long Island Section. She holds 10+ advanced Salesforce certifications, including Agentforce Specialist, Data Cloud Consultant, and Platform Data Architect.She has served on Technical Program Committees for international AI conferences including AISDS  and CCAI, and has delivered keynote addresses at global forums on AI, Salesforce architecture, and enterprise innovation. She is passionate about ethical, scalable, and high-impact AI solutions.