We've asked this question at numerous events, and heard from all sorts of experts – venture capital people, serial entrepreneurs, MIT people, etc. – and a lot of them agree that it's a little more complicated than it might seem.
I wanted to highlight some of what we heard from Karen Stroup, CDO of Wex, in a recent presentation. Her company serves some 800,000 customers, and she's suggesting that, again, you have to have a principled and deliberate approach to using these new technologies.“That's the sobering reality that we face in today's AI-driven world,” she says.
She tells a story about customers who had initial enthusiasm, but were not able to use the platform effectively. That's a problem.“Imagine you log into an app that you use every day,” she begins, describing a situation where you see a new chatbot pop up. Some people may have negative experiences with chatbots – but the chatbot might have a high accuracy rate, and be a “gold mine” of efficiency and insight.For her third point, Stroup talks about fleet management.