Stop Saying "AI"

The main barrier to AI adoption is AI itself and the unscrupulous use of the term.

Dear fellow vendors,
The main barrier to AI adoption is AI itself and the unscrupulous use of the term. While you might be speaking to early adopters and Search Engines when you start every slide with AI <insert product here />, you're only confusing most customers. Additionally, a lot people aren't ready to turn over their contact center or business to something inherently "artificial".

Great technology needs no buzzword or mark-itecture. It just fades into the background and becomes abstracted from the end user.

We admittedly talk AI, but only in context of the customer problem we’re solving and how we’re going to solve it. Sometimes AI is the solution, sometimes it's not. But AI is never the destination itself, only the means to the end.

I suffered through a Talkdesk presentation last week where everything from their "attribute based routing" to "predictive dialer" was now whitewashed with the term AI. Folks, it's not AI. Its Attribute Based Routing and good old fashion Predictive Dialing. And guess what, that's OK. It solves a customer problem, no AI needed. And it's not just TalkDesk, it's almost all vendors right now.

Focus on the problem you're solving, why you're solving it and then deploy the best tool to solve it. If that's AI, cool. If not, thats cool too.