Philipp Heltewig, who was CIO at marketing firm Sitecore before it was sold to private equity group EQT in 2016, joined forces with Sascha Poggemann and Benjamin Mayr eight years ago to found Cognigy, a customer service automation startup. The impetus was what they perceived as confusion about AI’s capabilities among both consumers and C-suite execs alike, Heltewig says — particularly confusion about AI’s limitations. “Big tech companies have ‘mis-set’ expectations when it comes to AI,” Heltewig...