How do you define the A of "AI"

Post Event Summary: EventFUL Bytes; Ask Me Anything Series

In our first session of the Ask Me Anything series for EventFUL Bytes, I had the pleasure to speak to Usman Sheikh, who is the Founder, and CEO of xiQ.  Before founding xiQ, Usman served in several Vice President roles with global responsibility at SAP including Sales Enablement and Digital Commerce. He is a regular lecturer at leading US business schools on how AI is transforming B2B sales.

What is xiQ?

B2B Sales and Marketing Platform Infused with Behavioral Insights at Every Touchpoint

xiQ combines neuroscience, AI, design-thinking, sales, marketing, and data science to radically transform and accelerate the B2B sales cycle. By consolidating sales enablement and engagement into one intuitive and easy-to-use platform, they lower the total cost of ownership and drive personalization and responsiveness. xiQ helps you close more deals faster.

We have started this series with Usman because of the unique offering of xiQ and hence it was quite natural to discuss with him on his thoughts on Three Important Ways AI Can Benefit Customer Service Operations as identified by Gartner.

In one of the blogs published by Forrester Analyst, it’s mentioned as, AI will become an indispensable, Trusted Enterprise Coworker. Artificial intelligence is transforming global markets and enterprises of all sizes. Over the next year, this transformation will become a quiet revolution. Rapid progress in areas of fundamental AI research, novel applications of existing models, the adoption of AI governance and ethics frameworks and reporting, and many more developments will make AI an intrinsic part of what makes a successful enterprise.

The nature of this subject and the omnipresence of this subject prompted us that interview thought leaders on how are they perceiving the “A” in AI. We do have an upcoming panel discussion on this subject on 13th June, click here for more details.

Let's have a look at the discussion points from this session

• Insights, user experience and process improvement are three ways artificial intelligence (AI) can benefit customer service organizations, according to Gartner, Inc. Service and support leaders should understand these three benefits in order to thoroughly develop and track the right metrics for evaluating their solutions’ effectiveness and prove business cases for further investment.
• While many service leaders jump to the cost savings potential of AI, one of AI’s key benefits is its ability to obtain insights and predictions. Insight generation allows organizations to move beyond cutting costs to generating value. Organizations can use these insights to guide agent and application decisions, ensuring customers receive the best service experience possible.

Usman believes that insights are what drives people's engagement, and UX is paramount in earning engagement from the prospect. AI works like a partner with us and provides valuable information. We should be looking at the right metrics and ensure that we are putting a seal on the leakages. Rumors should be put at rest on AI and does not matter how you define the A in AI, but this is a popular pattern that is being absorbed by all.

Artificial # Assisted # Augmented

Watch the full recording of the session here.

More insights will follow and do register for the upcoming session on the related topic.