My first question is, did AI write this? It is almost unreadable. Second, why would anyone treat their call guidance tools this way?
Call Guidance, deployed correctly will have a dramatic impact on your call center. Just loading your documents isn't enough, and I would question the software provider. Finally, you don't just upload documents willy nilly and then let the tool just run. People need to verify the information, and if uploading the companies HR policies led to a mistake, redact it!
This isn't a failure of the tool, it is a failure by the tools user to understand what they are using, and how to use it. Similar to thje way chat was handled by call centers 15, 20 years ago, not understanding the tool and how it works will lead to garbage in, garbage out.
We have been using Call Guidance in our call center for 8 years, and it is without a doubt, the most impactful tool we have ever deployed. AI isn't comming for your jobs, but it can handle this type of function very, very well.
You spent 8 years carefully curating what goes into your Call Guidance. That's exactly the discipline that makes it work. You didn't just "upload and pray."
But here's what's happening now: Every AI vendor is promising magic. "Just upload your knowledge base! The AI will figure it out!" No mention of the years of curation, verification, and learning what NOT to include.
You have years of scar tissue that taught you:
- What documents actually help vs hurt
- How to verify before trusting
- Why HR policies don't belong with customer procedures
That's invaluable experience. But vendors are selling shortcuts past that learning curve.
The "dramatic impact" you achieved came from discipline, not just technology. You built a curated system over years. Most companies are being sold a 6-week miracle.
That's the gap I'm highlighting. Not that Call Guidance can't work, because clearly it can with the right approach. But that vendors are setting unrealistic expectations about what "just add AI" actually requires.
Your journey is the real story here as its what success actually looks like. Not the "upload everything and let AI sort it out" fantasy being sold at every conference and LinkedIn post.
Appreciate you sharing the reality of what it takes to make these tools actually deliver value. More buyers need to hear that perspective.
I completely agree with you, many of the vendors I speak with downplay how complex this journey can be. In my day to day role, I try to phrase it as automation rather than AI. We're not buying a magical fairy that makes everything perfect, we're automating easily repeatable processes. If those processes aren't good going in, they won't be good going out.
My first question is, did AI write this? It is almost unreadable. Second, why would anyone treat their call guidance tools this way?
Call Guidance, deployed correctly will have a dramatic impact on your call center. Just loading your documents isn't enough, and I would question the software provider. Finally, you don't just upload documents willy nilly and then let the tool just run. People need to verify the information, and if uploading the companies HR policies led to a mistake, redact it!
This isn't a failure of the tool, it is a failure by the tools user to understand what they are using, and how to use it. Similar to thje way chat was handled by call centers 15, 20 years ago, not understanding the tool and how it works will lead to garbage in, garbage out.
We have been using Call Guidance in our call center for 8 years, and it is without a doubt, the most impactful tool we have ever deployed. AI isn't comming for your jobs, but it can handle this type of function very, very well.
Philip, you just made my point better than I did.
You spent 8 years carefully curating what goes into your Call Guidance. That's exactly the discipline that makes it work. You didn't just "upload and pray."
But here's what's happening now: Every AI vendor is promising magic. "Just upload your knowledge base! The AI will figure it out!" No mention of the years of curation, verification, and learning what NOT to include.
You have years of scar tissue that taught you:
- What documents actually help vs hurt
- How to verify before trusting
- Why HR policies don't belong with customer procedures
That's invaluable experience. But vendors are selling shortcuts past that learning curve.
The "dramatic impact" you achieved came from discipline, not just technology. You built a curated system over years. Most companies are being sold a 6-week miracle.
That's the gap I'm highlighting. Not that Call Guidance can't work, because clearly it can with the right approach. But that vendors are setting unrealistic expectations about what "just add AI" actually requires.
Your journey is the real story here as its what success actually looks like. Not the "upload everything and let AI sort it out" fantasy being sold at every conference and LinkedIn post.
Appreciate you sharing the reality of what it takes to make these tools actually deliver value. More buyers need to hear that perspective.
Chris, I apologize, I missed the sarcasm.
I completely agree with you, many of the vendors I speak with downplay how complex this journey can be. In my day to day role, I try to phrase it as automation rather than AI. We're not buying a magical fairy that makes everything perfect, we're automating easily repeatable processes. If those processes aren't good going in, they won't be good going out.