Athina Kanioura says firms shouldn't pursue a tech upgrade as a solution for every problem. Instead, she urges them to think about an 'AI narrative.'
Weigh the tech investments you've made so far and what return you are hoping to get by implementing applications that rely on AI.
One limitation she urges firms to consider is the large upfront cost, particularly since profits will likely not come until after the first year, given most of that time is used to recoup the initial investment. Kanioura also advises companies to decide whether being an early adopter of the technology is critical.
. Human agents can be looped in to the conversation when necessary, allowing employees to focus on more complex tasks. The hope is that the use of the technology will reduce response times and ultimately cut costs.
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