The AI risk no one owns yet Most regulated enterprises are currently celebrating the wrong metric. If 60–70% of your customer interactions now start in AI, dashboards look green.
By Michael Oiknine A newsletter from Foundation Capital landed in inboxes this week that every enterprise AI vendor should read carefully. Ashu Garg pulled together two dinners —
It Started Completing High-Stakes Customer Actions Without Clear Ownership. Most travel brands believe their customer service automation is working. During disruptions, customers a
Healthcare leaders increasingly believe they have “automated” customer experience. Chatbots answer questions. AI agents triage requests. Digital front doors look modern. But un
Most telecom leaders believe their GenAI rollout is working, and by the metrics they are watching, that belief is understandable. Customer containment is improving, average handle
Banks everywhere are in the same situation. They want to deploy GenAI across onboarding, servicing, and origination, but they can’t get past one hard truth: regulators will not a
Regulated industries—banking, insurance, telecom, government, healthcare—are under pressure to embed AI deeper into customer servicing. Executives want automation. Customers wa
The question, “Will AI replace customer service teams?” is currently the loudest conversation in the C-suite.
The question, “Will AI replace customer service teams?” is currently the loudest conversation in the C-suite.
Moving Past the Chatbot: Why Deterministic Completion is the Only Path to Regulated AI In the world of high-stakes financial services, the “move fast and break things” era of A
