Live Agent - by Detria Williamson (Hardcover)

Book Synopsis

A practical framework for integrating human and artificial intelligence to drive enterprise growth

In Live Agent: A Leader's Guide to Humanizing AI, Detria Williamson, former CMO of IDEO and Board Advisor for AI 2030, delivers a values-driven framework for embedding responsible AI across enterprise functions. Drawing on decades of digital transformation experience and work generating over $6 billion in brand equity for clients like Google and AT&T, Williamson moves beyond automation hype to show leaders how AI implementations can amplify human judgment.

Live Agent provides actionable guidance across four critical domains: Brand, Customer Experience, Research and Design, and Product Design. Through real-world case studies, the book demonstrates how to architect AI systems that enhance customer loyalty and brand differentiation while preserving trust. Williamson's ICX (Inclusive Customer Experience) approach ensures that AI integration strengthens inclusive design practices rather than undermining them, giving organizations a sustainable competitive advantage.

Readers will also find:

• A structured methodology for balancing human intelligence and AI across brand strategy, product design, and customer experience functions
• Real-world case studies showing how leading organizations have implemented responsible AI to drive measurable enterprise growth
• The ICX (Inclusive Customer Experience) approach for designing AI systems that maintain trust and serve diverse customer populations
• Practical guidance on architecting AI solutions that amplify human judgment rather than replacing it, strengthening brand differentiation
• Frameworks for evaluating AI readiness and embedding responsible practices informed by insights from over 5,000 executive leaders

Live Agent is written for executives, CMOs, chief experience officers, and senior leaders responsible for AI strategy and digital transformation. Organizations seeking to integrate AI in ways that strengthen customer relationships and preserve brand trust will find Williamson's framework both actionable and grounded in proven enterprise results.