In this Growth Swarm moment, excerpted from episode 32, Scott Vaughan explains how artificial intelligence (AI) has shifted to reflect customer experience, rather than being applied as a means of customer support.
Highlights
00:13 — “We have to be students of what the impact of artificial intelligence can be on humanity, not just on our jobs, not just on an investment we made in technology,” and whether or not the investment will “go south,” suggests John Siefert. He asks Scott to explain if Microsoft CEO Satya Nadella’s comments on “AI as the next computing platform” is a “go-to-market faux pas” or if it’s more calculated.
00:44 — Scott notes that he doesn’t know if it’s more calculated, but thinks Nadella’s comments are a “big, bold statement that’s not backed up.” He acknowledges that it is true that most ERPs will be built upon AI in the near future.
02:10 — As AI develops, the world is straying from applying AI as a “customer support” tool, using things like chatbots and automation, towards a mindset that reflects the notion of customer experience. Scott says that “whether the machines deliver the goods or humans make interpretations and deliver intelligence, we can turn them into insights to do something with and I think that’s the shift here.”
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