AI continued
productivity. However, successful adoption extends beyond technology. It involves governance, security and, importantly, change management.”
The Exciting Stuff While every investor who’s just dumped their holding of Monday.com or Workday is talking of what AI will be able to do in the future, many businesses will be asking, ‘What can it do now?’ Those who have been in the tech industry for some time, like van der Putten, will argue that ‘AI’ has “been around for 20 or 30 years now”, but the difference is how we are interacting with it. “Traditionally, AI was applied a lot in data interactions or process-heavy use cases. If you have a lot of data, you can use AI, but there also needs to be a need for it. If you have lots of customer interactions, for example, these are repeatable processes where you need to make smart decisions, it makes sense to plug in AI.” “AI innovation is cross-functional,” added Harvey-Jones. “Rather than being confined to IT, it is becoming embedded across sales, marketing, finance, operations and leadership teams. “Through tools such as Copilot, sales teams can accelerate proposal development and end- customer follow-up, marketing teams can streamline content creation and campaign analysis, and finance teams can enhance forecasting and reporting accuracy. “The impact is not simply speed; it is also consistency, insight, and improved decision-making. From an operational perspective, platforms supported by AI capabilities enable channel partners to analyse data more efficiently, surface insights and respond more quickly to end-customer needs. The efficiencies delivered are measurable, such as reduced administrative overhead, faster time to insight, and improved end-customer engagement. “Importantly, the greatest success comes when AI adoption is practical and role-specific. When teams understand how AI supports their day-to-day responsibilities, value naturally increases.” EG of AI The contact centre is a great example of where day-to-day responsibilities have been supported by artificial intelligence. Since the introduction of AI, call times are shorter, interactions are better, and agents can provide a personalised experience, leading to higher overall satisfaction. Those in charge of the customer experience may want to summarise what’s been discussed in a particular call. According to van der Putten, “in some more advanced use cases, Agentic AI can be used to provide a lot of the customer service experience on autopilot” with the call centre backing up the AI.
Peter van der Putten
pega.com
Eduardo Mota
doit.com
CLOUD RESELLER NEWS
22
Powered by FlippingBook