Background
In the case study, “Should We Deploy a Gen AI Salesbot?”, the executive leadership faces internal challenges when deciding whether or not to implement an AI sales force. Implementing this new strategy could provide immense cost-cutting mechanisms, especially amongst the company’s sales teams, and could potentially result in rapid business growth. However, there are numerous concerns around data privacy, human-based interaction, and whatnot.
Proposed Plan of Action
Nonetheless, I believe the best strategy would be to move forward with a pilot test with the new technology, carefully evaluating if there is a noticeable value-add for the company. This way, the company could release this new technology to their clients and customers while also preserving their older model for customers who prefer human-to-human sales. By conducting a pilot study, the company can recognize any deficiencies and issues; however, the most important facet is that the gen-AI salesbot would not immediately be replacing the sales team. By employing both types of sales teams, the company can move forward in a highly supervised manner. Also, as Dharmesh Shah, the CTO of HubSpot, explains, generative AI technology develops extremely fast, thereby dampening any potential extreme negative impacts. I also agreed with Shah when he mentioned that clients eventually ease into newer, more capable technologies.
Considerations
While this is an extremely monumental decision for the company, implementing the above solution could prevent major downsides while adopting the newer technology. If the company were to implement an initial pilot experiment, they should definitely consider any and all feedback from their clients and customers. They should also consider if this technology is bringing in any new business, as well as identifying if it’s able to cross-sell and upsell, both of which were concerns from other management folks. Additionally, I believe that the company should consider and evaluate how much better this new technology is from its existing chatbot feature. By analyzing all these key points, the company can navigate the waters much easier.
