A product manager on my team recently asked me where we were seeing the most issues across the engineering team. Instead of guessing, I had an engineering lead point Claude at our Jira via an MCP connector and look at the bug patterns himself. One team had a wildly disproportionate share of tickets — about…
덴마크의 다국적 제약사 노보 노디스크(Novo Nordisk)는 특허 만료 전에 신약을 최대한 빨리 시장에 출시하는 데 큰 관심을 두고 있다. 노보 노디스크의 디지털 혁신 책임자(CDTO) 스테파니 보바(Stephanie Bova)는 “대형 블록버스터 신약의 경우 출시가 일주일만 늦어져도 손실 규모가 1,000만~1억 달러(약 149억~1,494억 원)에 이를 수 있다”라며 “특허 보호 기간 동안 제품을 판매할 수 있는 시간이 그만큼 줄어들기 때문”이라고…
Intro Consumers across APJ are getting more impatient. They expect brands to resolve their issues in just 24 minutes on average. If the brand is unsuccessful, 34% say they’ll switch channels to find a faster path to resolution, and 30% say they’ll abandon the effort altogether. Most leaders reading this insight would respond by improving…
Most AI agents today are optimised for responsiveness—faster first responses, shorter wait times, higher service rates. And on those metrics, they’re delivering. It’s no surprise then that 90% of business leaders believe their customers are satisfied with conversational AI experiences. Yet only 59% of consumers agree, according to Twilio’s latest report on conversational AI. What…
Voice AI. Conversational AI. You’ve seen both terms everywhere—sometimes in the same sentence, sometimes used as if they mean the same thing. They don’t. But they’re not opposites either. One is a category of technology. The other is a specific way to deliver it. Mix them up and you end up making the wrong platform…
A new era of customer engagement is taking shape. AI agents are quickly becoming integral to the way businesses serve, support, and sell to customers — able to respond, reason, and take action in ways that go far beyond scripted automation. Many customer journeys, however, are still built on systems that don’t talk to each…
Customer expectations don’t end when business hours do, which is why delivering a fast, always-on customer experience (CX) has traditionally required large call centres and significant resources. This often placed small businesses at a disadvantage, as many lacked the manpower and budget to provide 24/7 support at scale. Today, AI has completely levelled the playing…
Technology is evolving at a relentless pace. Headlines proclaim the latest AI breakthroughs and generative models that promise to transform the way we work. Yet, when I sit down with leaders across industries, the conversation quickly shifts. The real questions are not about models, algorithms, or shiny tech investments; they’re about people. How do we…
오픈AI가 기업 업무 자동화를 위한 새로운 에이전트 플랫폼 ‘챗GPT 워크(ChatGPT Work)’를 공개하고 최신 GPT-5.6 모델의 공급도 확대하며 기업용 AI 전략을 강화했다. 회사는 GPT-5.6이 이전 세대보다 뛰어난 성능을 제공하는 동시에 운영 비용은 낮췄다고 설명했다. 오픈AI에 따르면 챗GPT 워크는 애플리케이션과 파일을 넘나들며 작업을 수행하고, 장시간 실행되는 업무를 처리하는 것은 물론 여러 도구를 연계해 사용할 수 있다. 또한…
장지연 한국노동연구원 선임연구위원은 지난 9일 열린 재정경제부·KDI가 주최한 한 포럼에서 ‘AI는 고용을 어떻게 바꾸는가’를 주제로 발표하며 이같이 밝혔다. “AI는 연공 편향적 기술…청년이 첫 충격 흡수” 장 위원은 미국의 경우 AI로 인한 해고 사례가 관찰되고 있지만, 한국에서는 명시적 해고보다는 채용 축소 형태로 충격이 나타나고 있다고 진단했다. 그는 “AI가 정형화된 초급 업무부터 잠식하는 연공 편향적 기술이기 때문에,…