Summary: In this series, Julian Birkinshaw, Professor of Strategy and Entrepreneurship at London Business School, cuts through the hyperbole and scaremongering to explore the practical applications of Artificial Intelligence. How are companies actually using AI today? What practical problems is it solving? What are the challenges and opportunities? In this episode, Julian hosts Laetitia Cailleteau, Global Lead for Conversational AI at Accenture, and Tolga Tezcan, Professor of Management Science and Operations at London Business School, for a conversation on the customer services applications of AI and how consumers are responding to increased automation in their interactions with brands.
