In my opinion, PulsePoint should not deploy a Gen AI salesbot just uet. For some background, the PulsePoint leadership is contemplating whether or not to deploy the Gen AI salesbot after seeing its capabilities.
Although Pulsepoint would be cutting costs by replacing part of the sales and be able to advance rapidly beyond competitors, there are a lot of risks. One of these risks is that the salesbot may not be able to upsell or cross-sell, limiting the customer’s lifetime value. This is a metric that is hard to measure, so the company may not even know what they’re missing out on. Another risk is how wide layoffs will affect the brand. How will customers view this? Lastly, what I view as another important risk is losing the appeal from traditionalists who value deep, personal client relationships. We already saw PulsePoint’s largest client, Orion, opt out because of those traditional values and concerns about data privacy and mishandling of sensitive information.
For the above reasons, I think Pulsepoint should wait to deploy their GenAI salesbot and instead pilot it from the bottom up with smaller initial service contacts. This way, PulsePoint could be using their new technology with their employees and customers and see how they react to it. Another step forward could be using this AI sales bot as a tool for sales personnel to use and sharpen their skills to avoid mistakes previously made, as mentioned in the case study. It could help lower the risk and introduce sales employees to this technology. This would allow Pulsepoint to keep its human touch, and appeal to its traditionalist clients, while still implementing its new technology.
