Three areas drive business velocity: conversational AI that actually works, not rushed chatbots; knowledge mining to extract insights from data you already have; and the resources to do both well. Most companies lack the data science teams to build custom algorithms, so they need better tools and expertise to turn existing data into action.
Chapters
or 3 areas that I've seen the most velocity and the highest amount of impact within a business. One, conversational AI, right? How do I make sure that I'm creating a conversation with my customer, um, with my employees, and then using that conversation, right, where it's not a human-to-human conversation? I can create an intelligent agent that can actually serve 80% of the needs of my customers, of my employees, and they can be happy doing it. It does require us to— we have to build a delightful solution. We have to spend the time and effort in conversational design to make it useful, right? I think that's what happened with the chatbot days, if some of you might remember, right? It didn't go so well because we didn't do a good job of designing the experience. We let a technologist build a chatbot and push it into production, right? So we often— we missed The opportunity to really connect with those who had the most friction and make their lives easier. Another area is knowledge mining, being able to take structured and unstructured data and make sense of it. This is the future. Almost every company I am in has structured and unstructured data that they don't know what to do with, and they don't have enough data scientists to write original algorithms to process that information. So we need to equip these companies. You need to be one of the people who can help equip these companies. Right, with the ability to curate insights from what they are already saving every single day.
