Turning Complex AI Research Into Thought Leadership
Making the Driverless Future Understandable
Generative AI can improve customer service, but only when it solves real customer and agent needs. This research explored where the technology can add value, where human judgment remains essential, and how organizations can adopt it responsibly without overstating what the technology can do.
I shaped the research into a practical thought-leadership piece that connected technical possibilities to service design, operational realities, and customer trust. The finished work gave leaders a grounded framework for evaluating generative AI in customer service.
More information about this work can be found at the Information Research journal website.