The Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience

This book, written by P.V.

Kannan and Josh Bernoff, explores the future of customer service where AI-powered virtual agents anticipate and fulfill customer needs.

It provides insights on how to architect key information systems, overcome corporate resistance, and analyze customer journeys to make virtual agents effective.

The book includes case studies from companies like Avis Budget, Nordea, Dish Network, and TGI Fridays, highlighting the benefits and challenges of integrating AI with human support agents to enhance customer experience.