PV Kannan co-founded 7.ai in nearly two decades ago to build intent-driven customer engagement solutions.
The San Jose, California-based company changed its name from 7 to 7.ai back in 2017 in a bid to highlight the work it was doing in using AI (artificial intelligence) for customer experiences. It currently employs over 15,000 people.
Kannan is also co-author of the book ‘The Age of Intent’, where along with Josh Bernoff, former senior vice president at Forrester Research, he shares facts and opinions on how the future of customer experience will pan out. Kannan believes that AI will not take away jobs from humans, but would rather complement them in their roles and make them more efficient.
In an interview with TechCircle, he spoke about the current pain points in the way enterprises approach customer experience, how AI could be used differently, the ethics around AI and what players in the ecosystem need to do in order to get the most out of their AI deployments.