Dan Huttenlocher, SM ’84, PhD ’88, leads the way up to the eighth floor of Building 45, the recently completed headquarters of the MIT Schwarzman College of Computing. “There’s an amazing view of the Great Dome here,” he says, pointing out a panoramic view of campus and the Boston skyline beyond. The floor features a…
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A live agent spends hours each week manually documenting routine interactions. Another combs through multiple knowledge bases to find the right solution, scrambling to piece it together while the customer waits on hold. A third types out the same response they’ve written dozens of times before. These repetitive tasks can be draining, leaving less time…
It’s a stormy holiday weekend, and you’ve just received the last notification you want in the busiest travel week of the year: The first leg of your flight is significantly delayed. You might expect this means you’ll be sitting on hold with airline customer service for half an hour. But this time, the process looks…