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Mark Johnson is Co-Founder and Managing Partner at Michigan Software Labs.
In my role as a co-founder and partner at Michigan Software Labs, I regularly speak with executives about AI. I’ve noticed organizations progressing through three phases: the crawl, walk and run.
Let’s break down each phase and what it means for businesses today.
The Crawl
At the most basic stage, companies typically use chatbots for customer service or marketing. According to McKinsey, about 65% of organizations do this. Chatbots rely on good data in the company’s knowledge base and, without it, they frustrate customers rather than help them.
There are several companies across industries doing this well. Bank of America, for example, deployed its own AI-powered chatbot, called Erica,...
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