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.

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.

The applications for artificial intelligence are limitless. We’re just beginning to realize what can be achieved through AI and related technologies, but some are already helping to better serve our customers. Let’s take a look, in The Age Of Intent: Using Artificial Intelligence To Deliver A Superior Customer Experience.

The Age Of Intent

The way we experience and engage with brands is changing. They now have the power to better serve and understand potential and current customers. The Age Of Intent shows the power of AI to provide a better customer experience.

We start off by looking at intent. What does it mean and what insights can it provide about our customers and allow us to give them the best interaction possible.

Then we explore how the understanding of intent can be applied to business. What advantages does it offer in terms of making our interactions faster, less painful, but also providing a higher level of service. Artificial intelligence can assist both by handling the entire customer interaction through chatbots and conversational commerce, or it can assist by working side-by-side with our employees.

Virtual agents, their abilities and advantages, are examined. We see how they hold the power to improve many of the ways we serve our customers currently, and offer new ways to better serve them in the future. The challenges of providing a seamless experience, and potential pitfalls are also detailed.

In the end, we turn to the future. Though we don’t know all the amazing ways we’ll be able to partner with AI technology to create the best experience imaginable, there are already many possibilities and glimmers of more opportunities to come.

Customer Excellence

We’re barely scratching the surface in understanding and utilizing artificial intelligence to improve business relationships but it’s already clear that it holds the power to transform how we interact with customers and bring things to an entirely new level. The Age Of Intent shows how we can approach the current possibilities, apply them now, and start taking advantage of the abilities they offer today.

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.."