In today’s technology landscape, artificial intelligence (AI) promises everything from streamlined operations to enhanced customer experiences. However, for many decision-makers, even those who are tech-savvy, determining how to successfully integrate AI into their business remains unclear. The sheer volume of information, the complexity of the technology, and the surrounding hype make it challenging to discern what’s real and what’s ideal, leading to confusion when developing a cohesive AI and digital transformation roadmap.
Separating Hype from Reality in AI
AI holds tremendous potential, but it’s not a one-size-fits-all solution. The key to unlocking its value lies in understanding where and how it can make the most impact within your specific business context. Unfortunately, many companies struggle with this because they’re bombarded with pitches that promise AI-driven miracles without clearly defining the problems that need solving. Not all AI providers are created equal. Some only offer off-the-shelf solutions that may not align with your unique business needs; while others may lack the expertise to implement AI in a way that delivers meaningful results. It’s important to be able to weed out the ones who can’t deliver what you need.
What to Look for in an AI Provider
When evaluating AI providers, it’s crucial to distinguish between companies likely to deliver value and those that might fall short:
- Understanding of Your Business Needs: A good AI provider takes the time to understand your specific challenges and collaborates with you to identify the most impactful use cases for AI within your business.
- Caution: Be wary of providers pitching a one-size-fits-all solution without understanding your industry context.
- Upfront Value Creation: The right provider offers a solution that meets you where you are—financially and operationally. They start small, demonstrate value, and build incrementally.
- Caution: Watch out for AI solutions that are cost-prohibitive, immature, or too new to deliver on their promises.
- Transparency and Clarity: A trustworthy provider is upfront about the maturity of their tool and offers case studies and concrete examples of success.
- Caution: Avoid providers who rely on buzzwords without providing client examples or clear evidence of results.
- Customization and Flexibility: The experienced provider tailors the AI solution to fit your specific requirements and adapts as needed.
- Caution: Steer clear of providers with rigid implementation plans that don’t allow for customization based on your evolving needs.
- Post-Implementation Support: More comprehensive providers offer ongoing support, including training, regular updates, and continuous optimization.
- Caution: Be cautious of providers whose support ends after implementation, leaving you to manage issues on your own.
The Right AI Partner: Pragmatic and Trustworthy
While the right fit is different for every partnership, the right partner will deliver solutions that drive business value, starting where AI can make an immediate impact with minimal investment. Especially this early in the AI application, an iterative approach is key to long-term results.
AI exists in varying maturity levels—from the well-developed automatic speech recognition to generative AI in its infancy stage, at least from an enterprise perspective. As such, your best bet is to get a clear picture of what the fusion of delivering excellent customer experience in the contact center space and augmenting that experience with AI looks like for you. By taking the time to determine the right mix for your organization and where your biggest gaps are, you’ll be well-positioned to navigate the sea of AI solutions and providers.
Here are three questions to consider:
- How do you see AI impacting your customer service operations in the next few years?
- What level of support will you need as you integrate AI into your existing processes?
- How important is it for you to have a partner who is not only proficient with AI but also sees it as a way to enhance your business long-term?
Start Small, Scale Smart with AI
Whatever you do, get comfortable with taking a pragmatic, no-nonsense approach. Whether you’re looking to improve efficiency with speech-to-text transcription or enhance customer interactions through live agent assist, starting small allows you to reap immediate benefits from a modest investment. As you start to see the value in return, add more capabilities—like virtual assistant, IVR, IVA, and conversational analytics. These can be integrated gradually, ensuring each step is a wise investment with tangible ROI.
Lastly, look for a partner who can help guide you through these incremental steps to build out the best solution for what you need right now. A true partner is invested in your long-term success.
Matt Nelson, a seasoned CIO at Alta Resources, a customer experience management BPO, demystifies the world of AI with clarity and insight. His pragmatic and approachable style, along with his ability to simplify complex technology concepts makes him a welcome voice in learning how to apply innovation to your own organization. To learn more about Alta Resources, visit www.altaresources.com.
