Intercom on Product: Building Software in an AI-first World Beyond the AI hype: Understanding technological transformation with Benedict Evans
Nov 14, 2024
In this discussion, renowned industry analyst Benedict Evans delves into the significant impact of AI on customer service. He examines the evolving landscape of workplace technology, highlighting how advancements from mainframes to AI shape job roles and company culture. Evans also tackles the challenges of AI accuracy in customer interactions, referencing a notable court case involving a chatbot. Ultimately, he underscores the importance of responsible AI integration to enhance efficiency while navigating unforeseen shifts in various industries.
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Clerks and Buttons
- In "The Apartment", Jack Lemmon's character is a clerk whose job is like a cell in a giant spreadsheet.
- Shirley MacLaine's character is an elevator attendant, essentially a button.
Technology's Transformative Power
- Mainframes automated existing jobs and eventually transformed business operations.
- New technologies initially adapt to existing workflows, then workflows adapt to the tools.
Modern Spreadsheet Workflow
- Some employees download data from systems like Salesforce, analyze it in Excel, and share it via PowerPoint.
- This illustrates how we initially adapt tools to our workflow, then change the workflow to fit the tool.