Lauren Wood

I think it solves so many of the problems that we've been seeing in the customer experience space. For example, when we call, I mean, this is still to come, but when we call a company and we have to then choose the button or choose who we want to talk to and go through all of this, it's so laborious. And now we are just easing so much of that friction. through AI.

I think it solves so many of the problems that we've been seeing in the customer experience space. For example, when we call, I mean, this is still to come, but when we call a company and we have to then choose the button or choose who we want to talk to and go through all of this, it's so laborious. And now we are just easing so much of that friction. through AI.

And I'd love to just take a quick step back to make sure everyone understands what we're talking about when we talk about AI agents, because this is still new. Can you define it for us?

And I'd love to just take a quick step back to make sure everyone understands what we're talking about when we talk about AI agents, because this is still new. Can you define it for us?

And I'd love to just take a quick step back to make sure everyone understands what we're talking about when we talk about AI agents, because this is still new. Can you define it for us?

It's like having an employee. It's an AI employee. And I think that that's the big shift that I'm seeing when we talk about agents is it's no longer just a tool. It's actually capable of so much more and making decisions on its own, which is also wild to think about.

It's like having an employee. It's an AI employee. And I think that that's the big shift that I'm seeing when we talk about agents is it's no longer just a tool. It's actually capable of so much more and making decisions on its own, which is also wild to think about.

It's like having an employee. It's an AI employee. And I think that that's the big shift that I'm seeing when we talk about agents is it's no longer just a tool. It's actually capable of so much more and making decisions on its own, which is also wild to think about.

Yeah. It's wild. I actually, a quick example of that is Airbnb. I'm an Airbnb host and I've had guests from other countries come and stay at my place. And I talk to them in English and sometimes I get an email in another language, but in the chat, it shows up as English. And so I've been like, what is this? And then I went in to look at it and I was like,

Yeah. It's wild. I actually, a quick example of that is Airbnb. I'm an Airbnb host and I've had guests from other countries come and stay at my place. And I talk to them in English and sometimes I get an email in another language, but in the chat, it shows up as English. And so I've been like, what is this? And then I went in to look at it and I was like,

Yeah. It's wild. I actually, a quick example of that is Airbnb. I'm an Airbnb host and I've had guests from other countries come and stay at my place. And I talk to them in English and sometimes I get an email in another language, but in the chat, it shows up as English. And so I've been like, what is this? And then I went in to look at it and I was like,

oh, that's what they're doing is real time translation between the guest and the host. And it's like, wow, that opens up so many more possibilities. So when we think about agentic AI and bringing this into businesses, what is the opportunity at stake for companies to start using agents as soon as possible?

oh, that's what they're doing is real time translation between the guest and the host. And it's like, wow, that opens up so many more possibilities. So when we think about agentic AI and bringing this into businesses, what is the opportunity at stake for companies to start using agents as soon as possible?

oh, that's what they're doing is real time translation between the guest and the host. And it's like, wow, that opens up so many more possibilities. So when we think about agentic AI and bringing this into businesses, what is the opportunity at stake for companies to start using agents as soon as possible?

I see this a lot in my consulting work because I work with a lot of startups who are in that position where we kind of have a blank slate or it's not too hard for us to take a step back and redesign how we're approaching AI, especially AI and CX. And then I also work with organizations that are much larger who it's challenging.

I see this a lot in my consulting work because I work with a lot of startups who are in that position where we kind of have a blank slate or it's not too hard for us to take a step back and redesign how we're approaching AI, especially AI and CX. And then I also work with organizations that are much larger who it's challenging.

I see this a lot in my consulting work because I work with a lot of startups who are in that position where we kind of have a blank slate or it's not too hard for us to take a step back and redesign how we're approaching AI, especially AI and CX. And then I also work with organizations that are much larger who it's challenging.

Like we have to really change our fundamental structure in order to now work with this AI and bring it into our existing system. It's just more complex and it takes more time and intention. Although I will say, I think the intention is important no matter where you're implementing AI and really how you're doing it and what you want it to be doing.

Like we have to really change our fundamental structure in order to now work with this AI and bring it into our existing system. It's just more complex and it takes more time and intention. Although I will say, I think the intention is important no matter where you're implementing AI and really how you're doing it and what you want it to be doing.

Like we have to really change our fundamental structure in order to now work with this AI and bring it into our existing system. It's just more complex and it takes more time and intention. Although I will say, I think the intention is important no matter where you're implementing AI and really how you're doing it and what you want it to be doing.