MIT Sloan Management Review Article on Four Challenges to Overcome for AI-Driven Customer Experience

  • 5m
  • Josh Bernoff, P.V. Kannan
  • MIT Sloan Management Review
  • 2019

To launch a successful virtual agent project for your organization’s customer service capability, the company must overcome four hurdles.

Are you ready to turn your company’s customer service over to AI-powered virtual agents? Whether your goals include creating a fully digital business, improving customer experience, or cutting costs, virtual agents and automation offer many benefits. But, as with any technology, making the switch isn’t trivial.

About the Author

P.V. Kannan is the cofounder and CEO of the San Jose, California-based [24]7.ai, a vendor of AI-driven customer experience software and services. His new book is The Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience. His views were featured in Thomas L. Friedman’s The World Is Flat. Josh Bernoff (@jbernoff) is the author or coauthor of six business strategy books, including Writing Without Bullshit: Boost Your Career by Saying What You Mean.

Learn more about MIT SMR.

In this Book

  • MIT Sloan Management Review Article on Four Challenges to Overcome for AI-Driven Customer Experience

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