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Virtually Speaking

The A.I. Buyer’s Checklist: Building the Team

Posted by Brady Cobb on Aug 31, 2016 6:13:41 PM


"The strength of the team is each individual member. The strength of each member is the team." - Phil Jackson

The third item on the A.I. buyer’s checklist helps ensure that we meet our goals and see our vision come to life. (Read about our first two checklist items in the series - Creating an A.I. Vision and Establishing Goals).

A.I. Buyer’s Checklist item #3: A collaborative culture.

A.I. technology will engage every part of  your business, and must likewise coordinate actions across the entire organization. Therefore, every department needs to be engaged to get the most out of such a fully integrated technology. For A.I., the mechanics of deploying the technology and integrating your systems are important, but the cornerstone of successful deployment is the coordination and collaboration of your team.

Most legacy solutions are implemented and executed by one or two individual departments within your organization. HR, for example, would traditionally take care of a payroll integration with the help of IT. Customer service may have its own team to manage call-center operations, while back-end web integrations are designated to technical support. At its best, sales and marketing may be communicating, but even today they are rarely working hand-in-hand.

Implementing a successful A.I.-powered Intelligent Virtual Assistant (IVA) requires a higher-degree of collaboration and cultural integration.

The team involved in implementation should, from the outset, represent your business model, brand, customers, and technology, ensuring your IVA meets the needs of the entire enterprise and matches your vision and goals.

Let’s continue with the example from our last post, Amtrak, a company with the vision of exceptional customer service experience that empowered their customers to self serve without compromising the personalized experience. Their goal was to reduce their customers’ need to call or email a representative, while improving the overall customer experience.

When creating Julie, the new face of their brand, we considered Amtrak’s brand messaging, product marketing, and customer experience in order to maintain the integrity of the service their customers had grown to expect. The IVA needed to be integrated with multiple systems of record in order to empower customers to self serve across the entire site, so it was important to maintain the integrity of each department’s role even while merging them for the external customer experience.

Marketing, IT, Communications, Business Development, and Customer Service were all involved in creating Julie, a successful IVA that has provided 8X return on investment and saved $1 million in customer service email costs in a single year. They were able to achieve this level of success because each department across the company was engaged throughout the process.

If you have a business need that touches multiple channels of your business, you need a technology that can seamlessly integrate your systems of record. To effectively deploy A.I. solutions that will coordinate actions across your entire organization, you need a team bound by a common vision and working together to achieve common goals.

Topics: Business