I don’t think they should deploy an AI chatbot that completely replaces the existing sales team. Building on Lecinski’s point about using generative AI to optimize internal processes seems like a much better way to make use of the technology without putting too much at stake in something that hasn’t really stood the test of time yet. The idea of improving the existing chatbot to handle less critical customer-facing tasks makes a lot of sense. Optimizing current processes while enabling employees to dedicate more energy to creating new strategies feels like the right balance.
As they work through this decision, they should also focus on ways to ease both partners and customers into generative AI. Finding less intrusive ways to implement AI can help address concerns about business success and customer experience. For instance, using AI to assist rather than replace salespeople, like automating repetitive tasks or providing actionable insights, could improve efficiency while keeping the human element intact. Taking smaller, deliberate steps with AI integration allows for smoother transitions and minimizes the risks of disrupting existing operations.
