In what areas have you needed to temper AI hype with reality?
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Director of Product Management5 months ago
We’ve mainly done this in interacting with clients. There's still this thought that just because you add AI into something, it's going to magically make everything right. But you're not just going to automatically fix a bad customer experience because you added a chatbot to it.The correction here is that you really need to have a solid data foundation and a clear strategy on what good is going to look like. It's not a win just because you're able to launch a chatbot into your self-service channel before your competitor did. You have to be clear about the customer outcome you're looking for and align the business around that goal.
And you need to have that data foundation in place, because with AI and data, it's garbage in, garbage out, and sometimes even worse.
We start with customer success management and then navigate to the inner concentric circle, which is product and technology. We all know that AI is not fully accurate yet, so it's really a balance between ROI and investment. My role has been to convince leadership that there are ethical use cases of AI that we can craft. One of these is a recommendation engine. We are a matchmaking platform, and we see this as a very good ethical use case. We are taking data, not to surveil against nonprofits, but to benefit them and set them up for funding.