Recent advances have dramatically changed expectations of conversational capabilities of AI, and renewed interest in the field
Since the launch of ChatGPT this past autumn, Andrew O’Brien has spent a lot of time talking with customers about the disruptive potential of artificial intelligence .
“Clients are saying, ‘I have more to ask you about, because I’m hearing more about it,’” he says. “[They’re saying,] ‘I don’t even know what I’m asking for.’ ‘I don’t even know if I want it.’” Mr. Agrawal says these AI tools are particularly good at predicting user intent, which has far-reaching implications for the customer service industry.
Ajay Agrawal, professor of strategic management for the Rotman School of Management and founder of the Creative Destruction Lab.“[The AI] just classifies whether this person is having a password reset problem or not. If it’s ‘yes,’ we send them through this automated process, if it’s ‘no’ we send them over to a human,” he said. “Once you get that one right, you go to the second most common thing and work your way down.
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