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How to Demystify AI for Your Clients: CX Is a Smart Place to Start

AI and Customer Experience

This blog is part of a Channel Partners Conference & Expo/MSP Summit sponsorship.

We are human. It’s in our nature to question change. So it’s no surprise that, despite its widespread adoption, artificial intelligence (AI) continues to evoke a sense of apprehension for many individuals and organizations. 48% of people fear AI will impact them negatively, while a staggering 80% are concerned about the misuse of their personal data (PrivacyHawk). These statistics underscore a palpable mistrust toward AI and data security among the public. 

Yet, if professionals can look beyond their initial fears, the benefits of AI — such as enhanced efficiency and productivity—are undeniable (think: ChatGPT). It's estimated that up to 71% of companies currently utilize AI, predominantly for tasks related to personal productivity. However, when it comes to scaling AI across an organization for operational tasks, a significant hurdle remains: the expertise required to deploy the rapidly evolving technology effectively. 52% of companies identify the scarcity of skilled workers as their primary obstacle in adopting and scaling AI technologies. (Microsoft 2023 Work Trend Index Report) 

This is where the role of the technology advisor becomes crucial. Technology advisors manage an estimated 73% of IT spending in 2023, much of which is dedicated to AI technologies. The technology advisor community has seen a 625% increase in providers offering AI/machine learning solutions in 2023 alone, highlighting a swift response to customer needs. (TD Synnex 2023 Direction of Technology Report) 

How Technology Advisors Can Simplify AI Adoption Through Customer Experience (CX) 

So how can you help your customers get familiar (and comfortable) with AI technologies? Consider the CX space, where AI-driven applications are the most mature and demonstrate proven ROI for cost- and time-intensive tasks.  

AI in the Contact Center: 

  • Chatbots for text and voice interactions 
  • Real-time assistance for agents 
  • AI-driven analytics for quality control and data interpretation 
  • Conversational interfaces for accessing knowledge bases 
  • Robotic Process Automation (RPA) for streamlining workflows 
  • Accent mitigation to enhance communication clarity 
  • Automated management of outbound communications 
  • Warming and developing sales leads 
  • Sentiment analysis of interactions to learn more about customer behavior 

AI in Unified Communications: 

  • Automated meeting summaries and task assignments from videoconferences or calls 
  • Transcription and translation services 
  • Conversational access to meeting transcripts 

At Telarus, our AI technology enablement practice provides education, expert resources, and supplier guidance for technology advisors to confidently sell AI technologies in CX, cloud, cybersecurity, and more. Our engineering and architecture staff are at the forefront of AI-driven business transformation, ready to guide you through identifying and seizing new AI opportunities to benefit your clients.  

Visit the Telarus AI team at booth 1419 at Channel Partners Conference and Expo to learn more about how we can help you match your clients to the right AI technologies with confidence.  

Jason Lowe has spent over 30 years in the technology sector. As a Solution Architect for AI and Contact Center at Telarus (www.telarus.com), Jason serves agents as the technical subject matter expert for technologies and platforms that help companies provide the best possible customer experience. He has held various roles in application development, sales engineering, technical evangelism, operations, leadership, and product management. The last 15 years have been spent specifically in the CCaaS space, including positions with NICE CXone and Talkdesk. Jason holds a degree in Economics and an MBA, both from the University of Utah. 

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artificial intelligence, Telarus, Channel Partners Conference & Expo