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The Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience
Named one of the Best Business Books 2019 by strategy+business , The Age of Intent guides readers through the challenges of using AI to improve customer experience. Have you ever wished that every company you interacted with could just know what you wanted and go get it for you? That when you picked up the phone or opened a chat window that the company would use what it knew about you to anticipate your needs? We are on the verge of a future just like that. The age of intent is a world where the smartest of chatbots-virtual agents-are powered by artificial intelligence (AI) and connected to a customer's complete past history. These virtual agents can anticipate just what a customer is looking for, answering questions through chat, on the phone, and through smart speakers like Amazon's Alexa. They'll transform the business world with efficient, scalable service that's available 24/7 and gets smarter every day. In these pages you'll learn about the companies that have used virtual agents to deliver a superior customer experience. You'll see P.V. Kannan, the leader of the standout customer experience technology firm [24]7.ai, shares his expertise here on how and why virtual agent rollouts succeed-or fail. He explains how to architect key information systems, overcome corporate resistance and bad practices, and analyze customer journeys to make virtual agents maximally effective. You'll learn why selling through conversational commerce is especially challenging, smart speaker platforms are tantalizing but limited, and the best virtual agent systems work hand-in-hand with human support agents. Virtual agents will usher in the biggest change in how companies interact with consumers since the web. They'll increase efficiency even as they improve customer experience. This is a technology shift you don't want to miss out on . . . and The Age of Intent is the best place to get smart about it.
256 pages, Hardcover
Published May 28, 2019
2 people are currently reading
35 people want to read
About the author
P.V. Kannan
2 books1 followerP.V. co-founded [24]7.ai in 2000 to make customer service easy and enjoyable for consumers, and since then he has built a profitable company with more than 15,000 employees worldwide. [24]7.ai is redefining the way companies interact with consumers, helping the world’s leading businesses attract and retain customers through a personalized, predictive, and effortless customer experience.
He holds more than 30 patents (issued and pending), has written several articles that cover some of the key issues around A.I. and chatbots, writes regularly on LinkedIn with his posts attracting thousands of views each, and has been featured in several books, including “The World is Flat” and “That Used to Be Us” by Thomas L. Friedman, “India Inside” by Nirmalya Kumar and Phanish Puranam, and “Reinventing Management: Smarter Choices for Getting Work Done” by Julian Birkinshaw. He has spoken at numerous industry conferences including AI Congress and Forrester’s CXNYC.
P.V. has been a pioneer in integrating technology with business process operations to improve all aspects of the customer experience. In 1995, his first company, Business Evolution Inc., developed the first generation of email and chat solutions. The company was acquired by Kana in 1999, and P.V. became part of the management team until he founded [24]7.ai.
P.V. is a recognized leader in customer experience, from dramatically improving contact center operations; to developing a big data predictive analytics platform; to creating omnichannel solutions for the web, mobile, chat, social, and speech IVR; to innovating mobile-centric applications; and now to pioneering the use of A.I. in customer experience.
He holds more than 30 patents (issued and pending), has written several articles that cover some of the key issues around A.I. and chatbots, writes regularly on LinkedIn with his posts attracting thousands of views each, and has been featured in several books, including “The World is Flat” and “That Used to Be Us” by Thomas L. Friedman, “India Inside” by Nirmalya Kumar and Phanish Puranam, and “Reinventing Management: Smarter Choices for Getting Work Done” by Julian Birkinshaw. He has spoken at numerous industry conferences including AI Congress and Forrester’s CXNYC.
P.V. has been a pioneer in integrating technology with business process operations to improve all aspects of the customer experience. In 1995, his first company, Business Evolution Inc., developed the first generation of email and chat solutions. The company was acquired by Kana in 1999, and P.V. became part of the management team until he founded [24]7.ai.
P.V. is a recognized leader in customer experience, from dramatically improving contact center operations; to developing a big data predictive analytics platform; to creating omnichannel solutions for the web, mobile, chat, social, and speech IVR; to innovating mobile-centric applications; and now to pioneering the use of A.I. in customer experience.
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Displaying 1 - 3 of 3 reviews
May 24, 2019
The book an interesting concept. The main focus is on integrating chat bits with artificial intelligence. Very good reviews of specific cases and stories open a lot of concepts for the reader. Will the chat bits of AI-powered virtual assistants be the future of customer support? I supporters the ideas from the book. The examples of integrated solutions are the proof. If now "digital or dead" is the key, the next step may be "get business powered by AI or.."
February 9, 2020
A must have book if you want to know:
1) The basics of AI and virtual agent
2) How Artificial Intelligence is changing the customer experience?
3) The past, present and future of AI led digital transformation of customer experience
4) How to build a winning business case for implementing intelligent and effective virtual agents and chatbots
5) The challenges (not just technical) to anticipate and plan for having satisfied customers and executives
6) Case studies of how companies transformed their customer experience courtesy intelligent chatbots / virtual agents.
1) The basics of AI and virtual agent
2) How Artificial Intelligence is changing the customer experience?
3) The past, present and future of AI led digital transformation of customer experience
4) How to build a winning business case for implementing intelligent and effective virtual agents and chatbots
5) The challenges (not just technical) to anticipate and plan for having satisfied customers and executives
6) Case studies of how companies transformed their customer experience courtesy intelligent chatbots / virtual agents.
January 18, 2020
This is a fascinating read into not only the endless possibilities of Artificial Intelligence but into the realities of studies and applications already being explored. It is very eye opening and the possibilities are practically endless. I look forward to seeing how this technology might be used in the future. I received this book from NetGalley for an honest review. Even if you don’t see a huge use for the technology this book will still make for interesting food for thought.
Displaying 1 - 3 of 3 reviews