Technology, Business and Society
Tag: Emerging Technologies
It starts innocently. A notification at 7:15 a.m. A Slack message during breakfast. Three video calls back to back, a software update that breaks your favourite spreadsheet, a password that expires at the worst possible moment, and an inbox that seems to refill itself every time you blink. By evening, you are not physically tired, but you feel like a smartphone at 3 percent battery, dimmed and desperately looking for a charger.
Continue reading “How do People Bounce Back from Digital Stress”
Imagine you open an app and an animated character you have been chatting with sends you a message: “So, my friend XXX was playing dodgeball in P.E. class, and while trying to dodge the ball, he tripped and fell. Oh gosh.” You chuckle. Poor XXX. You type back, “Is he okay?” and before you know it, you have exchanged twenty messages about a gym class that never happened, involving a boy who does not exist, told by a character who is entirely made of code.
Continue reading “My Chatbot Has a Best Friend – Ways AI Tries to Feel Human”
Every office has that one colleague. The report is late, and it was the printer. The meeting was missed, and it was the calendar app. The client email went to the wrong person, and it was, naturally, autocorrect. Humans have been blaming machines for as long as there have been machines, and probably blamed the weather before that. But what happens when the machine sitting next to you at work is an AI chatbot that talks to the same customers you do? It turns out you now have the perfect scapegoat: a colleague who never argues back.
Continue reading “Sorry, the Bot Messed Up: When Customer Service Staff Blame the AI”
Picture a small business owner in Nashville, or Noida, who needs a logo for her new bakery. She posts the job on a freelancing platform before her morning coffee. By lunchtime, forty proposals have landed in her inbox. Each one is beautifully written. Each one says the freelancer is “passionate about bringing your vision to life.” Each one promises “attention to detail” and “timely delivery.” She reads ten of them and realises, with growing despair, that she cannot tell a single applicant apart. It is a bit like speed dating where everyone has rehearsed the same script from the same self-help book.
Continue reading “When Every Freelancer Sounds Like ChatGPT, Who Gets the Job?”
Insurance has always been a business of words and numbers. Policies, endorsements, exclusions, claim forms, adjuster notes, medical reports, loss histories: the industry runs on mountains of documents that humans have spent decades reading, summarising and re-keying. That is exactly why generative AI, a technology built to read, write and reason over language, is landing in insurance with unusual force.
Continue reading “How Generative AI Is Rewriting the Insurance Playbook”
Traditional customer relationship management has generally evaluated customers according to the economic value of their own transactions. Measures such as sales revenue, customer lifetime value (CLV), retention rate, and purchase frequency help organizations identify customers who generate greater direct financial returns. However, in digitally connected markets, a customer can create value that extends far beyond his or her own purchases. Customers influence friends, colleagues, online communities, social-media audiences, and other potential customers. They may provide referrals, generate reviews, create content, strengthen brand reputation, and facilitate access to other customers. The economic value generated through these relationships can be conceptualized as customer network value (CNV).
Continue reading “Customer Network Value and How It Is Estimated”
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