Context

Jeanine is in a very interesting situation as the decision maker for an extremely important dilemma: to invest in a Gen AI chatbot and get ahead of the competition while reducing expenses in the long run, or wait, risk falling behind, but ensuring that the company remains reputable. While there are some very compelling reasons as to why she should implement this new AI, it also comes with some important drawbacks. The team dynamic at PulsePoint is obviously extremely healthy, as all parties are given the opportunity to freely talk about and express their visions. Surely, this kind of culture has contributed significantly to the kind of success that they have been experiencing. However, this can also make the decisions slightly more complicated or difficult.

A Multi-Step Approach

At first, the solution appeared to be very black and white. Yes, they should implement the new chatbot, or no, they shouldn’t. After the phone call with the CEO of Orion, it seemed like the obvious answer should be no. It poses to much of a risk, and they definitely cannot afford to lose their biggest client. However, a hybrid approach to the implementation of the chatbot reduces a lot of the cons associated with it. For example, instead of forcing customers to adapt to a new kind of service and potentially be unsatisfied, PulsePoint has the opportunity to let customers choose. While this may end up making them more money, it is also more expensive than committing strictly to an AI chatbot. This drawback will be offset over time with not only the amount of volume that they will do, but it will also be allowing the chatbot more time to sharpen itself and learn about the customers. This may not completely remove the risk of data leaks and hallucinations, but it will greatly reduce the risk and increase the amount of data they can collect in order to better ensure these things don’t happen in the future. The company could play it safe, and wait to invest in such technologies, but in such a fast evolving market such as AI, waiting around too long may lead to them being left completely in the dust.