ServiceNow BrandVoice: How To Put The "I" In AI

Organizations are leaning in hard to technologies like AI to facilitate faster, more productive operations. But in a recent meeting with a large company to discuss how AI can improve their customer and support experience, I was reminded there's more to the story than zeros and ones. AI works best when you put people in the center of your efforts. After my presentation, one of their AI experts started peppering me with questions on model recommendations for different situations in the customer support journey. Valid questions, all--but she was missing a crucial part of the conversation: people. I asked her, "What behavior are you trying to change?