I think that, until PulsePoint approaches the question of deploying an AI sales bot from a more strategic, data-driven lens, they should not deploy an AI sales bot.
Escaping Best-Case Scenario Thinking
Throughout the article, it was clear that Jeannie was interpreting information with the best case in mind, driven by a fear of missing out on an opportunity that she believed her competitors to be taking. Before making any large moves, especially in such an important customer-facing part of the company, I think they need to collect and analyze data on the potential impact of this change more systematically, to prevent themselves from over indexing on information that supports what Jeannie feels inclined to do. For example, when Mark suggests that there might be some cross sell and upsell opportunities that are missed by using AI, Jeannie is quick to refer back to research that she had been presented, rather than taking his concerns seriously and investigating them. I also think Jeannie has not paid enough attention to the reality that the individuals who were presenting this positive research at the conference were trying to sell her their product and, as such, had clear financial incentive to only present positive research. If I were advising PulsePoint, I would suggest that, rather than taking these sales reps at their word, they take a more systematic approach to evaluating both the pros and cons of the technology.
Concerns To Consider
I think there are a few key concerns that Jeannie should consider more carefully before deciding on implementing this technology:
- I think that the question of whether customers will be comfortable with this change needs to be considered in more depth. One concern I considered, for example, was whether customers would be comfortable putting their proprietary data into a third party model. While it was mentioned that PulsePoint might be concerned by their inability to control the data themselves, they should likely take this issue a step further to consider whether customers might be comfortable with not having control over exactly how their proprietary data is used and stored.
- The executive team needs to more carefully evaluate how this change might impact headcount, rather than blindly assuming that it will decrease headcount. I think it was very astute for Linda to suggest that headcount might stay the same and be reorganized, rather than decreasing significantly. I think that the team needs to fully analyze this possibility and how it might impact their margins.
- As described by one of the experts, I think Jeannie needs to more carefully connect this implementation of technology to stated and strategic business goals, rather than acting on an instinctual desire to not fall being the perceived curve. I would also challenge her to systematically verify her key assumptions: that her competitors are actually adopting this technology and that it will give them an insurmountable edge over companies that fail to adopt it. I could imagine that competitors are likely weighing similar concerns about the implementation of this technology and that the adoption might be slower than she anticipates. I’d also like to see her present data to support her claim that the first mover will be the most successful. It seems as though she is acting on a hunch right now.
