How an AI Customer Experience Drives Success

Now that we’re living in the age of technology, it’s never been easier to create and cultivate data. How does an AI customer experience play into that data store? Companies big and small will generate hundreds or thousands of data points from a wide array of programs and systems.

Unfortunately, while all of this information is crucial, it’s worthless if we can’t digest it. Thankfully, artificial intelligence is here to help. In this article, we want to discuss how an AI customer experience can provide the analytics possible to build a better sales team and a streamlined customer experience.

To help us understand the possibilities, we’re talking with Todd Abbot, COO of InsightSquared. His software compiles data and makes it easy to understand with customizable dashboards. Here’s where the future is headed with CX and AI.

Improving Productivity With Machine Learning

Machine Learning can be a powerful tool towards building an AI customer experience.
Machine Learning can be a powerful tool towards building an AI customer experience.

Overall, technology is meant to save time and energy. However, when we’re talking about vast amounts of information, we can wind up spending more time compiling it and making it easy to read. So many programs generate data, but few of them have intuitive analytics to help managers and CEOs understand it.

But it doesn’t always have to be like that. Machine learning can not only distill information into bite-sized chunks, but it can be the engine behind a solid AI customer experience. With software like InsightSquared, executives and managers can pull data automatically from various points in the sales process and get a breakdown of what it all means. Before, these high-level employees would have to spend so much time aggregating and entering information that it was more costly than beneficial.

Removing the Noise and Achieving Better Focus

When talking about a sales team, the difference between an A-level salesperson and a B-level one is that the former knows which leads to focus on the most. All too often, salespeople will spend so much time and energy on customers that won’t add too much to the bottom line.

Fortunately, an AI customer experience can help remove a lot of that noise and distraction. When the system learns the core components of a lucrative lead, it can help the sales team focus their energy better. For example, if the average time it takes to convert a lead is two weeks, the system will notify an employee when that window has passed so that they aren’t wasting energy on someone who won’t commit.

Using AI Customer Experience as a Coaching Tool

Although the program can reduce distractions, it’s not a miracle worker. Instead, management and high-performing salespeople can use the data to teach others what to do. Again, here is where a time-consuming process can be streamlined. Rather than an executive or manager spending hours qualifying each lead, they can refer to data to know who is lucrative and who isn’t. Then, the manager can coach the salesperson accordingly.

Overall, the system does the hard work of qualifying leads, so it’s management’s job to ensure that the sales team is focusing on high-value customers. Over time, B-level salespeople can improve their tactics, which will boost the revenue for the business.

Replacing Talent With Processes

Ultimately, what AI systems like InsightSquared can do is eliminate the need for companies to hire rockstar salespeople. Now that the program can do much of the heavy lifting, a business can get the benefits of someone with years of insight and experience, but without the high price tag.

Essentially, managers can be more efficient in training the sales team, and individual salespeople can do better about closing deals and making money for themselves and the company. While AI can’t replace gut instinct (yet), it’s reducing the leverage that A-level salespeople have. By building processes, a company won’t live and die based on a specific employee.

If you want to find out more about how AI is transforming the world of CX, check out the latest episode of the SaaS CX Show here. You can also find out more about InsightSquared at

  • April 28, 2020
Frank Bria

Frank Bria is the author of the internationally bestselling book Scale: How to Grow Your Business by Working Less and founder of High-Ticket Program, a strategy firm dedicated to scaling B2B service businesses. A trained mathematician and systems engineer, he launched several fintech startups in the advanced analytics space. He has consulted with Fortune 500 companies and multinational tech firms on quantitative marketing solutions including AI and predictive analytics. Now he works with SaaS companies leveraging advanced analytics to improve customer experience and retention. Frank is the host of The 6 to 7 Figures Show and The SaaS CX Show podcasts. He lives in Phoenix, AZ.

Click Here to Leave a Comment Below 0 comments