I was interviewed in today's The Wall Street Journal on the impact of AI agents on customer behavior - here's how I believe our lives are about to change:
I was interviewed in today's The Wall Street Journal on the impact of AI agents on customer behavior - here's how I believe our lives are about to change:
( ⬇️ From the article by the great Steve Rosenbush ⬇️ )
There is a flywheel effect at work here. The AI agent has access to an enormous amount of data about users that makes it possible to tailor recommendations, information, and insights to their needs. And once they reside in a messaging app, they can create a continuing presence in the user’s life, just like a person would.
“Once an AI knows you and remembers your history, it stops feeling like a tool and starts to feel like a companion,” says Conor Grennan, chief AI architect at New York University Stern School of Business. “It starts to blur the line between an AI brand ambassador and just a friend who shares your taste.”"
⬆️ End of quote ⬆️ .
The wild part of all this to me is that agents are coming to WhatsApp, where we hang out. It shows us a ton about Meta's strategy:
My thoughts:
WhatsApp already hosts most of our everyday conversations, so when a brand drops in an AI agent that greets me like the barista who knows my order, it doesn’t feel like marketing—it feels like service.
What’s new is the compounding effect: every helpful, context-aware response deposits a little ‘trust capital’ in the relationship bank.
Those micro-interactions can become a moat for a brand by helping establish lasting customer loyalty.
So: Where do you see this all going?
+++++++++++++++++
UPSKILL YOUR ORGANIZATION:
When your organization is ready to create an AI-powered culture—not just add tools—AI Mindset would love to help. We drive behavioral transformation at scale through a powerful new digital course and enterprise partnership. DM me, or check out our website. | 56 comments on LinkedIn
“Once an AI knows you and remembers your history, it stops feeling like a tool and starts to feel like a companion,” says Conor Grennan, chief AI architect at New York University Stern School of Business. “It starts to blur the line between an AI brand ambassador and just a friend who shares your taste.”"