Many companies are integrating Artificial Intelligence (AI) into some aspect of their business. This could greatly change how they operate, how they communicate with customers.
This AI wave reminds me of a story from 20+ years ago when a stock brokerage firm launched a new website that greatly enhanced the information available to its clients. The company thought they would need fewer call center staff, but what they realized was the additional information it provided clients created more in-depth and challenging questions from customers. It turned out that the company needed roughly the same number of staff, but the staff had to be more knowledgeable. What was expected of them was higher-level. The basic questions were handled by customers on their own, so now they had deeper, more complex questions to be answered.
That story addressed the company view and how – in the end – the website impacted what was expected of employees, how their expertise had to improve. The same thing will occur with AI. Companies will use AI to do the basic things, the more monotonous things, the more time-consuming, lower-level activities. Our tasks will require more expertise, more knowledge.
Free Up Your Time, Expand Your Knowledge
So, let’s be proactive, and let’s see how we individuals can use AI to actually free up some time for us to focus on the higher level, the more complex, and position us more as consultants with our clients. Here are three ways each of us can tap into AI to better ourselves.
Create Your Own FAQ Responses
Identify 5-10 core questions that you’re asked, and use AI to give you a draft set of responses for those types of questions with the specific types of customers who pose them. Then you can tweak the draft AI responses to meet your needs. Save yourself time by creating your own FAQs.
Develop Draft Messages/Documents
If you have typical e-mails or documents that you send to clients – whether it’s a meeting follow-up, a request for information, or details you’re providing them about a process, use AI to start the template. Emphasize to AI that you want it to be professional and courteous, succinct and clear. Use AI to be more consistent in typical communications.
Train Yourself
Identify some aspects of your job where you are not yet proficient or you’re not at the expert level. Use AI to identify a list of resources or a set of information you can review to enhance your skill set. It might be about a particular situation, type of customer, type of technology. Let AI get you started on personalizing a professional development plan so you can more quickly learn and excel.
Use AI to save yourself time and help you speed up your own performance improvement.
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