I recently watched an interview with JPMorganChase CEO Jamie Dimon, where he admitted that AI will eliminate jobs. At the same time, he shared his ideas for how employees can stay relevant and resilient with AI. Double down on the skills AI can’t reliably replicate: critical thinking, emotional intelligence, creativity, communication, and writing. What’s interesting is how consistent this executive chorus is becoming. Walmart CEO Doug McMillon has said AI will change “literally every job.” Amazon Web Services (AWS) CEO…
AI, Chatbots and Designing the Next Generation of Automated Customer Engagement
No matter how much sweetness or spin you add to it, early incarnations of AI-powered chatbots are the call centers of this generation. They’re cool. They’re scalable. They’re relatively inexpensive compared to human agents. Yes, chatbots scale engagement through new, popular messaging channels and introduce conversational commerce capabilities that carry the potential to deliver incredible experiences. But here’s the thing…most of the interactions are basic, seeking to replicate existing transactions and experiences that only seem to wow those designing not…
