- Should they deploy a AI chatbot now or wait?
- What should they consider as they make that decision?
I think they should wait, in an era of chatbots selling cars for $1 and annoying people with irrelevant or incorrect information, PointSource could lead with real, human-led sales people. The only way I see this happening and how I think it should be implemented is by creating a solution that is a hybrid internal-first strategy. PulsePoint should deploy Gen AI internally to support the sales team rather than replace them. By doing this you can shift from “reducing headcount” to “increasing capacity.” This means more clients and income, but without sacrificing the personal touch.
They should also definitely not force innovation on a client. Jeannie must offer a strict opt-in/opt-out model. As suggested by the experts, traditionalist clients like Tyrell at Orion should be guaranteed a human-only experience. Meanwhile, newer, tech-native clients might actually prefer the speed of a bot (and the cost savings it would bring).
Jeannie is leading with a tactic (“We need a Gen AI bot”) rather than a strategy (“We need to fix our margins”). If the goal is profitability, AI is just one tool. By deploying AI internally first, PulsePoint can clean up its data, train its models safely, and improve margins through efficiency, while not having to worry if the bot says somehting it shouldn’t, as only the sales team will see it and can easily ignore it. Once the model is proven and accurate, they can slowly roll out customer-facing features to the clients who actually want them.
