Should PulsePoint deploy a generative AI chatbot?
PulsePoint has the opportunity to deploy a Gen Ai chatbot which could improve customer experience and the sales process efficiency. Gen AI technology has the ability to handle many complex tasks like creating personalized responses , improving customer interactions, and reducing wait time to speak to an agent. If PulsePoint were to act early here and adopt a salesbot, it could to position itself as an innovator, potentially boosting sales and operational efficiency while addressing rising margin pressures. They could also consider a phased deployment. This could look like deploying a semi-autonomous chatbot with some human oversight of it to mitigate risks like inaccuracies and customer dissatisfaction, while still testing the benefits of automation. However, this prospective approach should be framed as an investment in innovation and customer service rather than workforce reduction, particularly to ease concerns from employees and some of their major clients like Orion, who may value the human touch in their sales process.
In PulsePoint must consider key challenges when deciding whether now is the right time to deploy it or not. For example, issues surrounding data privacy and the risk of “AI hallucinations” are bug concerns, and misusing customer information in this way could destroy trust and loyalty in their relationships. Also, PulsePoint needs to consider and address the potential pushback from employees who may perceive the chatbot as a threat to their jobs. To solve this, they could potentially offer hybrid solutions or the ability to opt out for concerned clients which could reduce the resistance to change and maintain relationships, as suggested by similar industry transitions. Overall, learning from competitors’ successes and failures should allow PulsePoint to lay out its strategy first and avoid costly first-mover pitfalls that have happened before.
