Fourth Industrial Revolution
2016 might seem like the year of AI, but we could be getting ahead of ourselves
AI is still highly dependent on humans and our expectations around the technology have become inflated, argues PV Kannan.
PV Kannan co-founded [24]7 in 2000, leading the revolution to make customer service easy and enjoyable for consumers. In 1995, PV’s first company, Business Evolution Inc., developed the first generation of email and chat solutions. The company was acquired by Kana in 1999, and PV became part of the management team. At [24]7, PV was a pioneer in integrating customer service technology with business process operations to improve all aspects of the customer experience. PV has been at the forefront of customer experience from creating contact center agent services, developing a big data predictive analytics platform, and creating omnichannel solutions for the web, mobile, chat, social, and speech IVR, to innovating mobile-centric applications. Over the years PV has been a thought leader in global customer service and has been featured in the books “The World Is Flat” and “That Used to Be Us” by Thomas L. Friedman, “India Inside” by Nirmalya Kumar and Phanish Puranam, and “Reinventing Management: Smarter Choices for Getting Work Done” by Julian Birkinshaw. PV is on the board of directors for Achievers. He has over 20 patents in the works. PV has degrees in accounting and finance from the Institute of Cost and Works Accountants of India.
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