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, 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 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.
The Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience
P.V. Kannan and Josh Bernoff