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The Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience, by Josh Bernoff
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Review
“I don't think people have fully grasped how profound it is that in the near future, people will expect to talk to machines. And if they're talking, companies need to provide the answers they're looking for. The ability of machines to anticipate human intent is about to become fast, free, easy for the company you’re interacting with, mobile, invisible, and ubiquitous. It is going to make the world flatter, faster, and smarter than ever before. A conversation-first strategy will be required by all companies, just as a mobile-first strategy was after the advent of the smartphone.†—Thomas L. Friedman, New York Times columnist and author of The World Is Flat “If you want to understand what customer service looks like in the future, then this is the book to read. And, by the way, the future is now!†—Shep Hyken, customer service expert and author of The Convenience Revolution “Virtual agents are absolutely consistent, infinitely patient, and ready to help at any time the customer needs them. Together with the best human service representatives, they make a team that can't be beat. That's the message of The Age of Intent, and it should resonate with anyone whose products must deliver the best possible experience." —James E. Meyer, CEO, SiriusXM Satellite Radio “Lately, I have experienced greater success with chatbots than with the untrained and apathetic support service humans. I think chatbots are trained to solve problems, while humans are motivated to get rid of callers faster. If you are responsible for customer service, go read The Age of Intent by P.V. Kannan. Do it now, before someone like me hangs up on your support person and starts bitching about your crappy customer support on Facebook.†—Shel Israel, coauthor of The Fourth Transformation: How Augmented Reality & Artificial Intelligence Will Change Everything “Artificial Intelligence-enabled virtual agents are profoundly transforming customer and employee engagement. P.V. Kannan’s rich experience in implementing such virtual agents demonstrates a key point: this change is about improving customer experience, not cost reduction and elimination of jobs. A must read for any manager leading or participating in the digital transformation of their business.†—M.S. Krishnan, Associate Dean for Executive Programs, University of Michigan’s Ross School of Business
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About the Author
P.V. Kannan is the CEO of the San Jose-based [24]7.ai, a leader in AI-driven customer experience software and services. He holds more than 30 patents and has been featured in books including Thomas L. Friedman's The World is Flat and That Used to Be Us.
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Product details
Hardcover: 256 pages
Publisher: Amplify (May 28, 2019)
Language: English
ISBN-10: 1643072404
ISBN-13: 978-1643072401
Shipping Weight: 1.7 pounds (View shipping rates and policies)
Average Customer Review:
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Amazon Best Sellers Rank:
#784,311 in Books (See Top 100 in Books)
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