Customer Strategist Journal的动态

Transcript

A really interesting point you make cause actually it, it connects with the one that I worked on about these autonomous AI agents. And what we're finding I think across the board is AI for AI's sake is not really the discussion anymore. It's what are you using it for? And the idea of personalization has been an aspiration of so many companies for so long that now some of these AI tools and, and other other technologies available can really. Accelerate that and actually bring the dream to life. And the article I wrote was exploring the idea of these autonomous AI agents to help do that, where they're taking it beyond the generative AI into the next step, where they're actually connecting these agents through multiple databases and giving them reasoning engines to be able to make decisions that are more complex and actually complete much more. Intricate tasks on behalf of customers and employees. I went to the Salesforce agent force conference, which is just one of many vendors that are that are from working on these on these tools. And they showed examples of people using Alexa to maybe order plane tickets and find out a best time to go and, and complete a purchase or even in the healthcare space looking at doctor doctors and and and making appointments. And figuring out some, you know, prescription renewals and things like that. So the idea with AI agents though, while the promise is very. Uh, positive, there is a lot of data that's needed and even to get to that personalization, you really have to connect the AI agent to a lot of different database systems. So I think there'll be some data challenges. The integration of a lot of this data if it's living in different places may become a challenge, but people see what a lot of these AI tools can do. Again, not to replace what happen is happening now, but instead to really get those. Seamless interactions that we all really want as consumers and as CX businesses. So I thought that's another trend that we've got in our CX trends that is featured in the in the journal as well.