“Benedict Evans, another VC strategist, compares machine learning to relational databases, a type of enterprise software that made fortunes in the ‘90s and revolutionized whole industries, but that’s so mundane your eyes probably glazed over just reading those two words. The point …. is that we’re now at the point where AI is going to get normal fast. “Eventually, pretty much everything will have [machine learning] somewhere inside and no-one will care,” says Evans.”… So writes James Vincent in The State of AI in 2019 report in The Verge
You would wonder if all seed stage startups are created equal. Well they are not. Investors always found a flavor of the year in most positive investment scenarios and backed ideas that seemed right for some disruptive value with the potential of a hockey stick growth. Fintech, Blockchain, AI/ML – you get the drift.
There is normally a lot of hype around any new tech that comes into the horizon. Specially those VC’s think will deliver the next bunch of Unicorns. Last year it was Blockchain (and the mad rush of ICO’s when unthinkable amounts of money was raised on the back of white papers). This year it is AI/ML. There is hardly a product that does not have a customer slide on AI. And how their cutting edge disruption will be driven by AI. A lot are deep fakes. Some are onto something. A lot simple decision tree based outputs.
Kate Leggett, VP and Principal Analyst Forrester, has been looking at AI, Customer service, CRM and related areas for a long time. In her recent post she underlines 3 customer service mega trends. According to Kate, as AI eats predictable and repetitive jobs, SuperAgents will appear as Customer service becomes high touch. They will handle critical customer interactions that require deep subject matter knowledge or product ecosystem expertise.