Case Study: Stepping into The Age of Intent

(Posted on Friday, May 8, 2020)

Named one of the Best Business Books 2019 by strategy+business, The Age of Intent guides readers through the challenges of using AI to improve customer experience.

Pioneering the conversation around AI-powered chatbots.

Written by co-founder and CEO of [24]7.ai P.V. Kannan, The Age of Intent: Using Artificial Intelligence to Deliver a Superior Customer Experience expertly discusses how AI-powered virtual agents can help a business to succeed—or fail.

What does this mean?

The rollout of virtual agents—in conjunction with human support agents and good business practices—has the potential to completely transform the customer service experience. Using case studies and real-world examples, Kannan outlines how these AI-powered chatbots can anticipate customer needs, fulfill requests, and efficiently answer questions, providing quality 24/7 customer service that gets smarter every day.

Our goals?

• Let the expert do the talking
• Details, details, details
• Set the book up for success

When we first began working on The Age of Intent in 2018, the use of artificial intelligence in the customer service realm was not widely discussed. While most people agreed a technological shift was on the horizon, publications often focused on one narrative: how companies would soon phase AI in while phasing human employees out. Kannan believes the corporate world should take a different approach—one that combines the power of machine learning with human intelligence. If implemented correctly, it’s a win-win for businesses and employees.

In order to ignite the conversation, Kannan partnered with Josh Bernoff, an experienced business author and expert on analytical thinking. Bernoff’s attention to detail and aptitude for research perfectly complemented Kannan’s industry knowledge and innovation. Together, they worked to bring Kannan’s big ideas to life, and perfected the manuscript with a powerful foreword by New York Times writer Thomas L. Friedman.

A successful book needs more than just a strong manuscript—it needs a cover design that succinctly depicts the content while catching readers’ attention. In this case, it was imperative that we highlight three main topics: technology, artificial intelligence, and customer interaction. We looked to our design team to take on the challenge, and the result was a compelling, eye-catching cover that uses a background graphic, central image, and bold title text design to bring the book’s concepts to life.

The age of intent is here

Following its publication, The Age of Intent became the #1 New Release in Enterprise Communications on Amazon and was availabe at Hudson News stores nationwide. It infiltrated business and technology publications, including Harvard Business Review, Fortune, TechCircle, and MIT Sloan Management Review. Kannan and his team appeared in the New York Times, providing readers with an inside look at how the combination of machine learning and human labor has made [24]7.ai so successful.

Praised as “a must read for any manager leading or participating in the digital transformation of their business,” The Age of Intent is leading the movement to AI in the customer service realm.

What will the future hold for artificial intelligence in the workplace? P.V. Kannan has a few ideas.

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Promotion in a Pandemic?

(Posted on Friday, March 20, 2020)

The comparisons to life in the aftermath of September 11 to the current (and ever-evolving) challenges we face with the coronavirus COVID-19 are unavoidable. One of the post-9/11 moments etched in millions of American’s minds is the episode of Saturday Night Live that aired on September 29, 2001.

Surrounded by Ground Zero first responders, then-Mayor Rudy Guiliani opened the show, with Paul Simon performing “The Boxer.” At the end of this unprecedented cold open, show-runner Lorne Michaels asked Guiliani a simple question: “Can we be funny?”

Guiliani’s reply: “Why start now?”

In times of extreme uncertainty, it’s only natural to ask yourself if now is the right time to resume, especially when it comes to book promotion. The key is authenticity. Does your expertise lend itself to the situation at hand? Could it provide solutions? Or a path to much-needed distraction?

Last week, we gave an inside look into how Melissa Agnes, crisis management expert and author of Crisis Ready, turned on a dime to put her expertise to work. Our other Amplify authors are on the same path, leveraging their thought leadership and further rooting their platform and positioning.

BigSpeak Speakers Bureau compiled a list of top webinar and keynote speakers featuring Invisible Solutions author Stephen Shapiro. “Provocative innovation evangelist Stephen Shapiro knows all about creating high-performing teams that can think outside the box and tackle challenges that seem impossible. For organizations that fear falling behind in rapidly shifting situations, Stephen is an obvious choice. He’s available for pre-recorded keynotes, live keynotes and webinars.” As small businesses to global corporations shift to remote work, Stephen’s approach was made for this.

NBA Life Optimization Coach David Nurse, who’s debut book Pivot & Go will be out this summer, has worked with over 100 NBA players with personal and professional development on and off the court. Recognizing the sudden halt in all sports, from the pro’s on down, David’s offering one-on-one Skype/FaceTime coaching sessions for high school and youth sports coaches.

And not only was P.V. Kannan, author of The Age of Intent, featured in an MIT Sloan Management Review webinar on the future of artificial intelligence, his presentation is now available on demand for free, allowing users access to the content anytime. A working parent now juggling remote work and childcare, for example, has the flexibility to engage with P.V.’s expertise on their time, increasing eyeballs and, likely, book sales.

Our answer? Start now.

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