Gen AI provides huge promise to revolutionize a lot of the most mundane and tedious tasks that require human involvement. For PulsePoint, the issue isn’t just about the technology but about the direction and the vision the executive team have for the company. As Professor Lecinski mentioned, one of the main things that should be considered is the strategy of the company. If the strategic goal is to improve profitability, there may be other ways to introduce technology and AI into the business that aren’t as high risk. However, if Jeannie and the other executives want to use Gen AI as a way of redefining the PuslePoint and it’s brand, then they can use Gen AI adoption in sales to position themselves as a cutting edge leader in their industry that is always pushing the envelope of innovation. Thus, the first thing PuslePoint needs to identify is their strategic goal for using Gen AI, and then they can develop a roadmap to achieving the goal through using Gen AI and tech.
The article also mentions that some of PulsePoint’s customers like Orion have firm reservations about losing access to human involvement. If rolling out the Gen Ai Salesbot means losing a lot of customers, it may be worth considering whether or not it’s actually worth it. Furthermore, PulsePoint should clearly communicate with it’s customers about it’s plans and get feedback before investing heavily into this project. This would include identifying customers that are strictly against the Gen AI Salesbot and those that are open to it. By identifying these segments, PulsePoint also has the option to change their pricing and business strategy. For example, they could offer the Gen AI Salesbot services at a lower price point and have their human representatives be part of a more premium higher price point service.
If the PulsePoint team were to decide to deploy the AI chatbot now, there are a few things they need to identify and figure out first to maximize success. First, the team needs to clearly identify the roles and responses the Salesbot is responsible for. By clearly identify it’s responsibilities, they can limit the instances of the bot’s unpredictable behaviour. After identifying it’s roles, they should consider doing in depth and thorough response testing to create really robust and high fidelity guard rails. This will help ensure that the Salesbot doesn’t hallucinate or say things that it shouldn’t be saying. Lastly, the roll out process should be systematic and consist of 3 parts:
- Do thorough A/B testing with customers, and keeping track of feedback
- Identifying a specific segment to do a pilot test of Gen AI Salesbot
- Slowly rolling out Gen AI Salesbot services methodically
By identifying the strategic goals for implementing AI and having a methodical process for rolling out the Salesbot, PulsePoint can ensure it’s maximum likelihood for success.
