by Maureen Burns, Sharona Sankar-King, Priscilla Dell’Orto, and Eduardo Roma for the Harvard Business Review The surge of generative artificial intelligence (AI) applications is spurring exciting innovations and consumer experiments, but it also worries many people who are concerned about data privacy or only being able to communicate with a company through a bot. These concerns are especially acute in industries where customer interactions and data privacy are critical, such as banking or healthcare. Some level of anxiety typically accompanies breakthrough technologies, and it’s natural to worry about a technology that mimics human intelligence. As this new class of large…
Using AI to Build Stronger Connections with Customers
