Four Challenges to Overcome for AI-Driven Customer Experience

To launch a successful virtual agent project for your organization's customer service capability, the company must overcome four hurdles. This article is part of an MIT SMR initiative exploring how technology is reshaping the practice of management. Are you ready to turn your company's customer service over to AI-powered virtual agents? Whether your goals include creating a fully digital business, improving customer experience, or cutting costs, virtual agents and automation offer many benefits. Consider the experience of Mark Baylis, vice president of customer service and digital customer engagement at Optus, Australia's second-largest telecom operator.