E60: Testing Products in the Wild

In E60, co-hosts Mike Boland and Charles Laughlin debate the merits of a new experiment from Google that applied AI to a common pain point.
Mke describes how Google has rolled out “Talk to a Live Rep” which uses AI to address a common consumer pain point, waiting on hold to talk to a live agent.
Mike sees this innovation within the broader context of Google’s AI strategy. In essence, Google is pursuing Talk to a Live Rep in the same manner as it has rolled out all of its famous consumer products.
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