Hello Code-breakers,

This Friday, November 15th, I’ll be heading down to Houston, Texas to give a talk to a group of CEOs, founders, entrepreneurs and investors during the 2024 Afrotech Conference. My talk will focus on building authentic customer connections in the age of AI.

If you plan to be in Houston, come down and let’s meet in person.

🗓️ You can RSVP for the event here -> https://lu.ma/if06q5pl

Now, on to today’s issue…

AI in Customer Service: Real-World Examples

Yesterday on Linkedin I talked about using AI to drive deeper engagement with customers. There are many ways to do this. One area AI is highly effective in is customer service.

From chatbots to predictive analytics, AI tools are helping brands provide faster, more personalized customer interactions.

“Brands like HubSpot, Spotify, and Bank of America are leading the way in AI-driven customer service innovation.” - Read some examples

What this means to you: If you haven’t yet incorporated AI into your customer service strategy, now is the time. Consider starting with chatbots for common queries or using AI to analyze support trends. Small steps can make a big difference in customer satisfaction and operational efficiency.

What to watch for: Look for AI tools that offer easy integration with your existing platforms to avoid disruptions while enhancing your customer service capabilities.

OpenAl, Google and Anthropic Struggling to Build Bigger and Better Al Models

AI companies are finding it increasingly difficult to make meaningful upgrades to large language models (LLMs), signaling a shift away from "bigger is better" in AI development.

• As performance improvements stall, companies are focusing on refining existing models rather than pushing for bigger, more complex ones.

• This shift means that we’re entering an era where practical, efficient use of AI may bring more value than chasing the latest advancements.

“The era of endless improvements in LLMs is likely over, shifting focus to practical applications.” - Read more

What this means to you: Now is the perfect time to focus on practical applications of AI that align with your business goals. Rather than waiting for the "next big thing," dive into optimizing your current AI tools, refining processes, and training your team. A well-utilized toolset is likely to deliver immediate, tangible value.

What to watch for: Expect the next wave of AI to emphasize usability and specific applications—tools that help solve real-world problems efficiently and practically.

UK’s Big Bet on Business Trust in AI

The UK government is launching a new platform to build public and business trust in AI. This move aims to establish transparency and reliability standards for AI usage.

• It’s a proactive response to the growing need for AI accountability.

• The platform will provide businesses with resources to implement “trustworthy AI” practices that align with public expectations.

“The government hopes to make the UK a ‘global leader in trustworthy AI practices’” - Read more

What this means to you: Trust is the new currency in AI. Whether you’re building an AI-driven service or simply using AI tools in your marketing, adopting transparent, ethical practices can give you an edge. Showcase your responsible use of AI to build credibility with customers who may otherwise be wary.

What to watch for: Look for UK-based businesses setting examples in AI transparency—this could become an emerging global standard.

Google’s AI Phone Replies: No More Guessing for Pixel Users

Google is set to bring AI-driven reply features to its Pixel phones, offering users the ability to reply based on what the caller says.

• This feature will scan incoming calls and suggest appropriate responses based on caller intent.

• It leverages Google’s natural language processing advancements to make conversations smoother and more intuitive.

“Google’s AI aims to save users time by providing smarter responses to calls.” - Read more

What this means to you: This feature points to a future where AI assists more seamlessly with communication. As AI aids like this gain traction, consider how voice AI might integrate into your customer service strategy to enhance speed and personalization.

What to watch for: Other phone manufacturers could follow suit, pushing voice AI as a must-have feature.

Canada Forces TikTok Out

Canada has made the surprising move of mandating that TikTok dissolve its business operations within its borders, citing data security concerns.

• This is a drastic measure that reflects growing distrust in TikTok’s data practices.

• Other countries may soon follow Canada’s lead, adding to global pressure on TikTok’s operations.

“Canada’s stance is a sign of how serious governments are about data privacy.” - Read more

What this means to you: With major social platforms under scrutiny, diversifying your social media strategy is key. Consider alternative platforms or privacy-focused approaches in markets where TikTok’s reach might be limited.

What to watch for: Stay tuned for other governments’ responses—especially those in the U.S. and Europe.

That’s it for this issue.

Your Turn…

What's going on in your world?

I'd love to hear from you on any of the following:

• What's working well for you right now?

• What are you working to figure out?

• What feels impossible?

👉 Hit reply and let me know...

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Have a wonderful week!

G. Kofi Annan

Say hi 👋 on Linkedin