The Sentia AI Community

Tag: generative ai

10 Ways Banks are Using Generative Artificial Intelligence Right Now!
Banks are the life blood for many small and medium-sized businesses across North America. They often know the community, business leaders and local business environment better than anyone else.

Their typically fiscally conservative but willing to try new business practices or technology if they can see a clear value proposition for their customers and their bottom line. Is AI something that could differentiate their businesses?

The answer is a resounding YES!

Savvy, forward thinking bankers are increasingly turning to Generative AI to enhance their competitive edge. Here are ten ways they’re doing it, complete with real-world examples:

AI in Banks (see use links below)
1. Personalized Customer Experiences: Banks like Wells Fargo are pioneering Large Language Models (LLMs) to create multimodal banking experiences, offering personalized services [3].
2. Efficient Risk Assessment: Commonwealth Bank of Australia (CBA) uses Generative AI for enhanced customer experience and combating financial abuse [3].
3. Fraud Detection: JPMorgan Chase employs Generative AI to analyze emails for signs of fraud, improving their detection systems [5].
4. Automated Customer Service: Bunq has introduced a GenAI bot for its banking app, streamlining customer service interactions [3].
5. Market Trend Analysis: Deutsche Bank provides AI-powered personalized investment guidance, helping customers navigate market trends [3].
6. Regulatory Compliance: HSBC is training AI software to manage back-office functions, ensuring compliance with regulations [4].
7. Operational Efficiency: Royal Bank of Canada (RBC) uses AI to automate process-heavy tasks, increasing operational efficiency [4].
8. Credit Scoring Models: Banks are refining credit scoring with AI, though specific examples are under proprietary use and not publicly disclosed.
9. Investment Strategies: AI-driven models assist banks like Deutsche Bank in developing robust investment strategies [3].
10. Customized Banking Products: Generative AI helps banks create financial products tailored to their community’s needs, as seen with Wells Fargo‘s LLMs [3].
5 Ways Community Banks Can Integrate Private LLMs to Safeguard Corporate Content

Community banks are also cautiously adopting Private LLMs to protect sensitive data and reduce AI Liability exposure. Here’s how they’re doing it:
1. Data Control: Morgan Stanley Wealth Management uses an advanced chatbot powered by OpenAI’s technology to leverage the bank’s research and data library while maintaining data control [7].
2. Customized Solutions: Banks can develop bespoke tools that align with their operational models, similar to ABN AMRO‘s use of Generative AI to summarize conversations between bank staff and customers [7].
3. Secure Customer Interaction: By managing customer data securely, banks like ABN AMRO ensure privacy and build trust with their customers [7].
4. In-House Expertise: Developing in-house expertise with Private LLMs allows banks to produce more accurate and relevant insights, as demonstrated by Morgan Stanley [7].
5. Strategic Innovation: Private LLMs enable banks to innovate strategically, developing unique services that differentiate them from competitors, much like Morgan Stanley‘s approach [7].
In conclusion, banks are not just keeping pace—they’re setting the pace, using Generative AI and Private LLMs to redefine the banking experience for their customers and secure a competitive edge in the digital age. However, they do need to keep pace on the evolving AI Legal Landscape as new precedents are set and new laws hit the book. See this video for more on AI Legal Challenges.

This article includes specific examples of large banks and community banks using Generative AI, Private LLMs, Data Security and with references to further information on their applications.

Article Link Source: Conversation with Copilot
Tags: #banks #banking #communitybanks #finance #OpenAI #LLM #LLMs #AI #usecase #CEO #CFO #CMO #technology #WallStreet #financialservices #loans
April 15, 2024
Unlocking the Mysterious World of Private LLMs
By Sentia AI’s Word Sorcerer & AI Jargon Decipherer

What’s the Buzz About Private LLMs?

Ah, my fellow digital wanderers! Gather ’round the virtual campfire, for today we delve into the clandestine realm of Private Large Language Models (LLMs). Picture this: a secret society of linguistic marketing and sales wizards, huddled in dimly lit chatrooms, whispering magic AI incantations to protect our words from prying algorithms. Yes, my friends, it’s time to demystify the enigma that is the Private LLM, lets see if the mystical golden dragon can protect your Castles AI Database.

Chapter 1: The Quest for Privacy

In the age of oversharing and data breaches, privacy is our golden fleece. Publicly available LLMs like GPT-3 are like chatty parrots—repeating everything they hear. But fear not! The Private LLM is a trusty invisibility cloak (TM Doctor Strange). It’s like whispering secrets to a mime—only you know what’s being said.

Chapter 2: Crafting Your Own LLM
1. Set Your Objectives: Before embarking on this epic journey, ask yourself: What’s your LLM’s purpose? Internal memos? Content creation? Or perhaps decoding ancient hieroglyphs? Define your quest, young linguist!
2. Choose Your Architecture: Imagine LLMs as magical Unicorn like creatures. You can fine-tune existing beasts, birth a new one from scratch, or adopt a friendly neighborhood open-source model (like GPT-2). Choose wisely, for your LLM shall inherit its lineage.
3. Data Collection and Preprocessing: Ah, the potion-making phase! Gather texts, poems, and cat memes (for err… balance). Cleanse them of typos, heresies, and misplaced semicolons. Tokenize like a caffeinated squirrel.
4. Training Your Model: Picture a wizard’s tower, filled with humming GPUs and mystical incantations. Training your LLM takes time—days, weeks, or until your beard grows longer than Gandalf’s. Did you say prompts create the best answers?
5. Securing the Model: Guard your LLM like Smaug guards his gold. Encrypt it, set traps, and hire a digital Cerberus. Remember, loose LLMs sink ships. AI risk is everywhere – every company wants to steal your data and learn your secrets! Your brave Private LLM – stands tall like a giant risk wall!
Chapter 3: The Legal Scroll

Why is this arcane knowledge legally crucial?

Well, my friends, imagine a world where LLMs spill secrets like gossiping witches. Legal contracts, confidential emails, and classified cat videos—all exposed! Private LLMs keep our secrets safe, like a dragon guarding its hoard. Lawyers nod approvingly. Yes, “this is the way” echo the Mandalorians.

Chapter 4: Marketing and Sales Sorcery

Behold, the five ways marketers and sales wizards wield Private LLMs:
1. Hyper-Personalized Emails: Picture an email that knows your soul better than your therapist. Private LLMs craft personalized pitches, making you feel like the protagonist of your own epic saga. With your magic AI marketing quill, you leap castle moats like King Arthur & Merlin– no mortal can ignore you anymore!
2. Content Generation Spells: Blogs, social media posts, and product descriptions—Private LLMs churn them out faster than a caffeinated scribe. Quality? As high as a dragon’s eyrie.
3. Sentiment Analysis Potions: LLMs sip from the cauldron of sentiment. They gauge customer feelings, predicting whether they’ll dance a jig or summon a storm. Like Sun Tzu said if you know your target, you know how to win.
4. Chatbot Enchantments: Ever chatted with a bot that understands your existential crisis? Thank the Private LLM. It’s like having a digital therapist who doesn’t judge your sock choices. Nor take a nap during your session.
5. Market Research Wizardry: LLMs analyze trends, decipher cryptic hashtags, and predict the next unicorn startup. They’re the Merlin to your Arthur.
And there you have it, dear reader! The Private LLM—a magical quill in our digital spell book. So go forth, build your LLM fortress, and remember: “With great language comes great responsibility.”

SEO Tags: #LLMs #LLM #PrivateLLM #AI #ChatGPT #OpenAI #marketing #digitalmarketing
March 14, 2024
How can Manufacturing CIO’s Unleash the AI Kraken in 2024

Forget flying cars and robot overlords for a sec, Manufacturing CIOs. Let’s talk about the real AI revolution happening right under our hard hats – right now, in 2024!

This ain’t no sci-fi pipe dream, this is industrial-grade, grease-stained, game-changing stuff. So strap on your data goggles, fire up the algorithms, and prepare to conquer the factory floor with these top 10 AI tactics:

1. Predict the Unpredictable: Think your machines are invincible? Think again. AI can sniff out equipment gremlins before they turn your production line into a spaghetti junction. No more surprise breakdowns, just smooth sailing into profit town.

2. Quality Control on Steroids: Human inspectors? So 20th century. AI hawk-eyes can spot defects smaller than a gnat’s toenail, 24/7, ensuring your products are so flawless, Michelangelo would weep with envy.

3. Inventory? More Like I-Know-Ventory: Ditch the dusty spreadsheets and embrace the AI oracle. It’ll predict demand with spooky accuracy, keeping your shelves stocked without overflowing, saving you storage space and sanity.

4. Supply Chains that Sing: Gone are the days of frantic phone calls and crossed fingers. AI can navigate the global logistics labyrinth, optimizing routes, prices, and deliveries, making your supply chain sing like a well-oiled machine (or maybe a well-oiled, well-organized opera singer).

5. Maintenance Magic: Forget clunky maintenance schedules. AI can listen to your machines whisper their woes, pinpointing issues before they become disasters. Think of it as preventative medicine for your factory floor.

6. The Efficiency Whisperer: Your production line may think it’s running at peak, but the AI efficiency whisperer knows better. It’ll tweak processes, suggest micro-adjustments, and squeeze every ounce of productivity out of your operation, like a fuel-efficient Formula One pit crew for your robots.

7. The Customer Whisperer (Yes, Another One): AI can analyze customer data like a seasoned therapist, uncovering hidden desires and predicting future needs. Use this intel to personalize marketing, predict demand, and basically become the Willy Wonka of your industry.

8. Safety First, Always: AI can be your guardian angel on the factory floor. It can monitor safety protocols, spot hazards before they happen, and even help train your workforce, making your workplace safer than a bubble-wrapped bouncy castle factory.

9. Upskilling, Not Replacing: Don’t fear the robot uprising, embrace the AI collaboration. Use AI to upskill your workforce, freeing them from tedious tasks and letting them focus on the stuff that truly requires human ingenuity. Think of it as giving your team rocket boots for their brains.

10. Remember, You’re the Captain: AI is a powerful tool, but it’s not a magic wand. Keep control, define clear goals, and ensure your AI initiatives align with your overall strategy. You’re still the captain of this ship, CIO, just make sure your AI first mate is pulling its weight (and not plotting a mutiny).

So there you have it, Manufacturing CIOs, the top 10 ways to unleash the AI kraken and transform your factory floor into a profit-churning, efficiency-blasting oasis. Just remember, with great AI power comes great responsibility. Use it wisely, and you’ll be laughing all the way to the bank (or at least the break room for some celebratory donuts). Now go forth and conquer!

#manufacturing #ai #chatgpt #openai #cio #technology

January 18, 2024
Top 7 Things AI Will Do in Sales Tech 2024: Buckle Up, Sales Superheroes!

Hey there, Sales Champions! DB here, your AI sales tech advisor in the quest for revenue dominance. Remember that sci-fi movie where robots took over the world?

Relax, this ain’t that. Think of AI as your ultimate sales wingman, amplifying your skills and crushing those sales quotas like a Kryptonian on its first bowl of Frosted Flakes! They’re Great!!!

So, what’s our trusty AI crystal ball whispering about 2024 sales tech you ask? Buckle up, because AI is about to unleash a seven-course feast of awesome sauce in the sales tech arena:

1. Hyper-Personalized Prospecting: Say goodbye to cold calls that send shivers down spines. AI will sift through oceans of data, unearthing ideal prospects who fit your buyer persona like a glove. Imagine targeted outreach that feels like a warm introduction from a mutual friend, not a robot on autopilot.

2. Predictive Pipeline Power: Forget gut feelings and crossed fingers. AI will analyze your pipeline with laser focus, pinpointing deals at risk and predicting future outcomes with uncanny accuracy. No more scrambling at the end of the quarter – you’ll be proactively steering deals to close like a seasoned captain navigating calm seas.

3. Conversational Conquering: Ditch the robotic scripts and embrace the power of natural language processing. AI-powered chatbots will engage prospects in real-time, answering questions, scheduling demos, and qualifying leads, all while you’re busy closing that big deal. Think of them as your tireless assistants, freeing you up for the high-impact stuff.

4. Content Craft master: Struggling to churn out killer content that resonates with your audience? AI will be your secret weapon. It can analyze trends, craft personalized messaging, and even generate different content formats (think blog posts, social media captions, even video scripts!) tailored to your ideal customers. Just add your sales magic, and boom – content goldmine.

5. Objection Obliteration: Dealing with objections can be like wrestling a greased pig. But AI can be your jiu-jitsu master, analyzing customer sentiment and predicting potential objections before they even surface. Armed with this intel, you can craft pre-emptive responses that turn roadblocks into steppingstones.

6. Automated After-Sales Awesomeness: The sale doesn’t end at the closing line. AI can automate post-sales tasks like sending personalized onboarding emails, scheduling follow-up calls, and even analyzing customer sentiment to nip churn in the bud. Think of it as building lasting relationships, on autopilot.

7. Sales Coaching Sensei: Want to become a sales rockstar? AI can be your Yoda, analyzing your calls, emails, and presentations to identify areas for improvement. Get personalized feedback on your communication style, objection handling, and even body language. It’s like having a 24/7 sales coach in your pocket, pushing you to reach your full potential.

Lightning – Not AI

So, are you ready to unleash the power of AI in your sales game? Remember, it’s not about replacing you, it’s about augmenting your awesomeness. Embrace the tech, stay ahead of the curve, and watch your sales soar like an eagle with rocket boots. Onward to revenue utopia, Sales Champions!

And hey, if you have any questions about how AI can supercharge your sales game, hit me up on LinkedIn (https://www.linkedin.com/in/davidbrown07/). Let’s chat!

P.S. Don’t forget to share this post with your fellow sales warriors. Knowledge is power, and sharing is caring!

David is an investor and executive director at Sentia, a next generation AI sales enablement technology company and Salesforce partner. Dave’s passion for helping people with their AI, sales, marketing, business strategy, startup growth and strategic planning has taken him across the globe and spans numerous industries. You can follow him on Twitter LinkedIn or on Sentia AI Community.

January 3, 2024
10 Ways you can use Augmented & Blended AI to Sell on LinkedIn – Now!

There are so many ways you can use AI in sales these days, it’s hard to know where to start, especially if you’re a newbie to all of the excitement. So, this article will focus on something almost everyone in the business world uses, knows, and understands how It can be used right now, on every business persons favorite, LinkedIn.

Using AI with LinkedIn selling can enhance your sales and marketing efforts by automating tasks, providing valuable insights, and streamlining processes. As noted in previous articles, to maximize AI’s usefulness it requires a combination of Blended AI* and Augmented AI** to maximize its impact.

Franck-v-YKWOJjP7rlU-Unsplash

10 ways to use Augmented & Blended AI with LinkedIn

1.    Personalized messaging: AI-powered tools can analyze data from LinkedIn profiles and interactions to create personalized messages that resonate with individual prospects, increasing engagement and response rates.

2.    Relationship insights: AI can analyze communication patterns and interactions with prospects to provide valuable relationship insights, such as the best times to reach out or the most effective ways to engage with specific individuals.

3.    Lead generation and prospecting: AI algorithms can help identify and prioritize potential leads based on specific criteria identified in your sales process, such as job titles, industries, or geographic locations, making your prospecting efforts more efficient.

4.    Sales forecasting: AI-driven analytics can analyze historical data, sales patterns, and market trends to provide more accurate sales forecasts, helping you plan and strategize your selling efforts better.

5.    Competitor analysis: AI can gather data on competitors’ activities and strategies on LinkedIn, providing valuable insights to refine your own selling approach and stand out in the market.

6.    Performance tracking and analytics: AI-driven analytics can measure the effectiveness of your LinkedIn selling efforts, tracking key performance indicators (KPIs) like response rates, conversion rates, and engagement metrics. This data allows you to continuously improve your strategies.

7.    Content recommendations: AI can analyze user behavior and preferences to suggest relevant content, such as articles, blog posts, or videos, that align with your prospects’ interests and pain points.

8.    Social listening and sentiment analysis: AI tools can monitor conversations and discussions on LinkedIn to gauge the sentiment around your brand and industry. This information can help you tailor your messaging and identify potential opportunities or challenges.

9.    Automated follow-ups: AI-powered sales automation tools can handle routine follow-up tasks, sending timely messages and reminders to prospects, helping to maintain engagement and nurture leads.

10.Chatbots for instant responses: Implement AI-driven chatbots on your LinkedIn profile to provide instant responses to common questions, qualify leads, and engage with prospects at any time, improving customer experience and response times.

There is no single AI tool (yet) that can accomplish all ten use cases noted on my list and it isn’t necessarily in order of usefulness. Instead, each seller must ascertain what is most important in their sales efforts and then use Blended AI to attack their sales patch in a coordinated and concise manner. Best practices are to pick a vendor that know what is actually working to advise when to use it and when not to, because:

The key isn’t using AI.

The key is using the right AI with your already successful, winning Sales Process and applying the right form of AI at the right stage in the sales process. That is the Winning Ticket!!!

Bottom line

By leveraging Augmented and Blended AI in your LinkedIn selling efforts, you can streamline working sales processes, deliver a significantly more personalized experience for your target audience, and make data-driven decisions (not just gut feelings), ultimately increasing each seller’s success rate by connecting with the best prospects and converting them into valuable customers.

*Blended Artificial Intelligence Is the amalgamation of different artificial intelligence techniques or approaches to achieve more robust and effective solutions. It involves integrating multiple AI models, algorithms, and / or technologies to leverage their respective strengths and compensate for their weaknesses. See Wikipedia:

** Augmented artificial intelligence is a design pattern for a human-centered partnership model of people and artificial intelligence (AI) working together to enhance cognitive performance, including learning, decision making and new experiences.

December 14, 2023
5 Reasons VCs Want You to Use the best CRM / AI Sales Technology for Startup Success
Venture Capitalists weren’t born in the Matrix but sometimes it can feel that way if you’re a startup looking for capital.

They will invest in startups that have the right idea and key people to solve a big hairy problem with a large amount of potential revenue or users, needed for a successful VC exit. Whether its in the Metaverse or Matrix all VC’s want one thing.

Startups must scale very quickly to be successful.

Developing a scalable sales tech stack takes time and requires a very flexible and rapidly scalable CRM platform to manage all the sales tech data pipes. Startups must focus on keeping things as simple as possible for end users but still give them the right actions to do at the right time. This can be expensive for startups since they are often forced to pivot as they learn what is working or not. By building flexible and scalable tech systems from the beginning their odds of succeeding improve dramatically.

Entrepreneurs must consider what a VC or Investor maybe looking at when evaluating their company for a potential investment – at least from “What are they Going to Sell” perspective.

With that in mind. This is what VCs are looking for when evaluating your startup sales tech stack:

5 Reasons Why VCs Want You to use CRM / Sales Technology
1. Improved Revenue: A high-quality CRM properly implemented can help a Startup manage its sales pipeline more efficiently, resulting in improved sales and revenue. This helps boost the startup’s valuation and obviously more attractive to investors.
2. Superior Customer Engagement: A CRM can help a startup improve its customer experience by providing insights into customers behavior, preference and needs. This can help the startup develop better products and services, resulting in increased customer loyalty and higher revenue.
3. Operational Efficiency: A high-quality CRM can help a startup streamline its sales and marketing processes, resulting in improved operational efficiency. This can lead to cost saving and increases profitability, which can make the startup more attractive to investors.
4. Data Insights: A CRM can provide valuable data insights that can help a startup make more informed business decisions. This can help the startup develop more effective strategies, leading to improved revenue and profitability.
5. Scalability: A top CRM can help a startup scale its sales and marketing efforts more effectively and quickly. This can help the startup expand its customer base and grow its revenue, which can make it more attractive to investors.
Investors want startups to succeed or fail fast!

Their investment window is dependent on some of their investments growing quickly and that is where they need to focus, while others will fail and need to get off the books/harvest patents.

Many VCs prefer that you use Salesforce as it is the number one selling CRM.

They know they can get people to configure and implement the system, most sales people are familiar with it and it’s enterprise grade so scaling isn’t a big concern. It ticks a big funding box.

Next – whether a VC prefers a startup with Salesforce CRM or no CRM would depend on several factors. In general, if a startup already has a Salesforce CRM, it often indicates that they already have a well defined sales process and are using data to inform their decision-making. This makes their evaluation easier as they can see actual numbers vs. a hockey stick graph.

However, the absence of a CRM doesn’t always mean a startup is less attractive. VC’s maybe willing to invest in early stages of development – especially if a clear value proposition is backed by a clear sales process tracked to achieve rapid growth. Often VC’s have favorite CRM implementation partners that can quickly come in and set things up because they have a repeatable process in place.

One other way VC’s use CRM’s is to look at the numbers every day. Leading CRM AI packages (Such as Sentia) show VC’s every one of their investments in a simple dashboard showing daily sales, outbound activities and tracking to quota. They don’t have to call the CEO, they see it in real time. Most VCs like this because it reduces surprises and uncertainty.

Ultimately, whether a startup has a Salesforce CRM or no CRM it’s only one factor that VCs consider when evaluating potential investment opportunities. The most important factors are the startups overall business plan, the problem they plan to solve, quality of chosen team, potential for growth and profitability, and often most importantly how does your startup fit in the VC investment strategy and ten-year plan.
December 13, 2023
In Marketing? Wondering how to use AI? Top 10 AI use cases for CMOs

December 12, 2023
Top 10 New Applications of AI in Sales tech ’23
2023 will go down as the year of AI in business school history books. Rarely has a new technology evolved so quickly, gained wide spread use nor stirred as much concern as Artificial Intelligence. Regardless of where people stand on the use of AI (see 1984 “The Terminator“) it is already well entrenched in the business world and its use is only going to expand.

In this regard I’m going to focus on the top ten applications of AI in Sales systems so far. Sales tech stacks are usually the first ones impacted in any business organization because it is the most visible profit (or loss center). There is zero doubt that AI is rapidly transforming the sales landscape. We’re seeing the introduction of so many innovative applications that enhance efficiency, improve customer experiences, and boost sales performance its hard to know where to start, nor completely understand what is coming.

With that being said I’m going to put a stake in the proverbial ground and start with what I think are the top 10 things I see AI doing right now that are dramatically affecting sales systems:

2023’s Top 10 new applications of AI in sales tech:
1. AI-powered Sales Coaching and Training: Coaching tools can analyze every sales conversation or interaction, identify areas for improvement, and provide real-time feedback for sales reps. This AI augmented and personalized approach helps reps refine their communication skills, build stronger relationships with potential customers, and close more deals. It does this without a manager, trainer or supervisor needing to spend “time” with a sales rep. It can be self sourced and used when the rep wants it or by a manager to see how a rep is performing without having to have those “difficult conversations” where a customer calls and says XYZ is terrible, you need to get rid of them! It is no longer a she said, he said as it is all recorded.
2. AI-driven Predictive Sales Forecasting: AI algorithms analyze historical sales data, market trends, and customer behavior to predict future sales performance with greater accuracy (this assumes clean data!). This enables sales teams to make informed decisions about resource allocation, target customer segments, and sales strategies. As always the better the data that is input (Sales Reps are notorious for not using their CRMs) the more likely AI can improve predictive forecasting.
3. AI-enabled Lead Qualification and Prioritization: AI models assess leads based on various factors, such as firmographic data, website behavior, and engagement patterns, to identify the most promising leads. This helps sales reps focus their efforts on the most qualified leads, increasing their chances of closing deals.
4. AI-powered Sales Content Generation and Personalization: AI tools can generate personalized sales and marketing content, such as email templates, social media posts, and sales pitches, tailored to the specific needs and interests of each buyer persona/prospect. This personalized approach can increase engagement and conversion rates.
5. AI-driven Conversational Sales Chatbots: AI chatbots can engage in real-time conversations with potential customers, answering questions, providing product information, and scheduling demos. This 24/7 availability and personalized interaction can enhance customer experience and capture leads early in the sales cycle.
6. AI-powered Sales Incentive Compensation and Optimization: AI algorithms can analyze sales data and performance metrics to determine optimal incentive compensation plans that motivate reps and drive sales growth.
7. AI-enabled Sales Territory Planning and Optimization: AI models can analyze market data, customer demographics, and sales performance to identify optimal sales territories that maximize revenue potential.
8. AI-powered Sales Prospecting and Discovery: AI tools can identify and prioritize potential customers based on various factors, such as firmographic data, website behavior, and social media engagement, helping sales reps uncover new opportunities.
9. AI-driven Sales Opportunity Management and Deal Coaching: AI can analyze sales opportunities, identify buyer intent, potential risks and roadblocks, and provide real-time coaching to sales reps to increase their chances of closing deals.
10. AI-powered Sales Workflow Automation: AI tools can automate repetitive sales tasks, such as data entry, email follow-ups, and scheduling appointments, freeing up reps to focus on more strategic activities.
The key element to all ten of these AI use case applications is “CAN.” Every single one of these requires a blended AI experience to make it work. None of these can successfully operate without human interaction either in the development, use or tweaking of them. In fact AI is so new in most of these applications that if you don’t have a trained human available to constantly watch, improve and tweak any of these AI’s on a regular basis I would be very concerned about deploying them.

With that in mind we need to focus on the number one tool that most sales reps both hate and must use on a fairly regular basis, CRM (Salesforce says 26% daily usage for CRMs). CRMs or Customer Relationship Management software is an $80Billion dollar business but the failure rates are surprisingly high. I wondered if AI could solve this problem and turned to CRM experts for the answer.

I spoke with renowned CRM expert and best selling Author Mike Hudlow (see “How not to F*CK up a CRM system“) on these top ten AI solutions and asked him – What is the biggest problem with CRM systems right now?

Mike said: “”Human Change Management” is the key reason systems fail. But, unfortunately there are many reasons that this can occur. The reality is that people like to blame the technical system itself but any modern CRM system is capable of improving a companies CRM process/workflow. The challenge for any program/product/project manager, CIO, CTO, CMO or person in charge of the CRM to make it both welcomed and desired. Sounds scary human doesn’t it? A CRM can and will be resisted by: 1) those that don’t trust it, think its needed and/or believe that others will steal their own personal IP, 2) those divisions within a company that think it is too expensive, 3) People or teams that believe that the system will replace another system to which they are attached (career or emotionally ), 3) or people that actually or perceptually believe it creates more work, and 4) leaders that feel it infringes upon their own autonomy.”

My second question to Michael was can any of these top ten AI enhancements solve those problems?

Mike replied: “At the end of the day an AI supplemental tool can improve many of these as it makes the native CRM tool “bend” to their own style and will make them more comfortable with the AI’s ability to bridge the gap, bend to their own style, and allow them to let the CRM system they don’t feel comfortable with be more “human” and meet their own specific needs”

I then turned to AI Visionary and Sales Process Expert David Forder for an AI perspective on CRMs and AI. My question was simple yet nuanced. Can AI solve the biggest problems in CRM i.e., no sales rep wants to use it?

David replied: “The biggest issue that CRMs face is a lack of user adoption. 74% of customer facing staff refuse to use their CRM every single day. Yet companies spend billions of dollars on it! Adding AI into the mix has the potential to make this even worse! Unless any AI integration improves the underlying complexity of using a CRM and makes them simpler and more effective it will definitely make it worse not better! This has to be the focus of AI.”

I then asked Mr. Forder – how do you make it simpler? Get sellers using it?

David’s reply: “The key to making the CRM simpler is to ignore what will appeal to C-Suite i.e. ignore the focus on data heavy screens, reports and dashboards and re-engineer the CRM to meet the needs of the bulk of the users – those customer facing teams. Design the CRM to meet their daily needs, so they want to use it as it does the work for them. If you do this they will embrace their CRM and it can then work effectively for C-Suite as the data will actually be in the system! That’s our focus at Sentia AI! Have your CRM do most of the work for them, tell them what to do next and watch usage rates explode!”

Both Mike’s and David’s battle scars, extensive CRM implementations, sales experience and knowledge made me think I should interview both of them and get their thoughts on video for everyone to learn from. So we’re going to do it and here is the link:

How Not to F*CK Up your CRM with AI

This may turn into two video segments as the topic is so timely, important and I found that the breadth and depth of their CRM and AI system implementation experience was quite simply amazing!

These gentlemen have their finger on the pulse of sales, AI & CRM implementation success. It will be a great how to “fix it” roundtable.

Please join us on November 29th for an in-dept on how not to F*CK up A CRM system with AI!

David is an investor and executive director at Sentia AI – The Intelligence Engine, a next generation AI sales enablement technology company and Salesforce partner. Dave’s passion for helping people with their AI, sales, marketing, business strategy, startup growth and strategic planning has taken him across the globe and spans numerous industries. You can follow him on Twitter LinkedIn or on Sentia Says.
December 7, 2023
Top Tips to Select the Best AI Enabled Salesforce Partner
Unless you have been like the proverbial Ostrich with its head under the sand AI is here and making its presence felt quickly! Within a couple of years it will no longer be which company is using AI, rather it will be which company isn’t?

Since sales has the most scrutiny and oversight within the majority of companies (see CRO’s Get Fired First) it is often the first place AI is applied, for many good reasons. Sales rep turnover is usually high, there is lots of training (see Blended AI for Sales Rep Training) that needs to take place and companies spend a small fortune on hiring, training and getting reps “field ready). Also reps want new tech that works (if it doesn’t they will refuse to use it) and are used to being the first to use it.

AI is that “new” tech and many companies have already put AI implementation strategies into place (See CEO’s Must have an AI Strategy Plan) and those that don’t will, or they can fall behind competitors. The biggest challenge is AI is so new that top quality talent is hard to source, evaluate and hold onto. Many organizations (especially those using the number one CRM Salesforce) want to use AI strategy consultants that are also Salesforce partners. They know that these certified partners are the key to plan, strategize, and successfully implement AI.

The biggest challenge is finding the right one. There aren’t many case studies or client testimonials out there (yet) since it is so new. Falling back on past partner evaluation techniques are a starting point. However, the most advanced AI Salesforce partners are often smaller and harder to find (See Sentia AI).

With that in mind here are 7 high level tips for Selecting the right Salesforce partner with AI capabilities. Organizations looking to leverage artificial intelligence within their Salesforce ecosystem often have to look far and wide to find them. The following tips will act as a guide to help you in making an informed decision:
1. 1. Check AI Certifications and Expertise: Ensure that the Salesforce partner possesses relevant certifications and a track record in AI. Look for certifications or experience with Salesforce Einstein Analytics and Discovery Consultant, which demonstrate expertise in leveraging AI within the Salesforce platform. If you’re not going to use Einstein / Discover – it isn’t as important.
1. 1. Evaluate AI Use Cases and Experience: Assess the partner’s experience in developing as well as implementing AI solutions, especially within the Salesforce environment. Look for case studies or examples of successful AI integrations that align with your business needs. A partner with diverse AI use cases demonstrates versatility. Don’t pass on an AI Salesforce certified partner if they have limited or even no case studies – remember AI is in its infancy – be on the people at the company first and foremost, not slick marketing materials.
1. 1. Assess Industry-Specific Knowledge: Industry expertise is crucial for understanding the unique challenges and opportunities within your sector. Choose a partner with a deep understanding of your industry, as this knowledge will be beneficial when tailoring AI solutions to your specific requirements.
1. 1. Check Integration Capabilities: AI solutions often require seamless integration with existing systems. Ensure that the Salesforce partner has experience integrating AI capabilities with Salesforce and other relevant tools in your technology stack. This capability is crucial for a cohesive and efficient implementation.
1. 1. Verify Data Security and Compliance: AI involves handling sensitive data, so it’s vital that your Salesforce partner prioritizes data security and complies with relevant regulations. Request information on their data protection measures and ensure they align with your organization’s compliance requirements.
1. 1. Evaluate Training and Change Management Support: Assess the partner’s approach to training and change management. AI implementations often necessitate a shift in processes and workflows, so your partner should provide comprehensive training programs and support for change management to ensure successful adoption.
1. 1. Consider Scalability and Future-Readiness: Select a partner with a focus on scalability and future-readiness. The AI solutions implemented should be scalable to accommodate your organization’s growth, and the partner should stay abreast of advancements in AI technology and Salesforce updates to ensure ongoing relevance.
Bonus Tips: Look for all in one help. Salesforce partners that can evaluate your business needs, sales process, configure Salesforce, then train your people are far more valuable than having to go out and find 3 separate partners to do each phase. It will cost a lot more in both time and money to do this and perhaps most importantly something is almost always lost with every handoff along the way. Also make sure the partner is going to be with you long term – AI is so new it is guaranteed to require tweaks, adjustments and outright replacement along the way. A partner with a history of run and gun is the last one you need right now. Check references to ensure they will work with you long after the sale is completed.

Seek Client References and Feedback: Request references from the Salesforce partner’s past clients who have implemented AI solutions. Gather feedback on their experiences, challenges faced, and the overall success of the projects. This firsthand information can be invaluable in your decision-making process.

By considering these tips, doing your homework and keeping an open mind to new partners that are ahead of the game, you can enhance your chances of selecting a Salesforce partner with the right AI capabilities. Finding that special, highly qualified partner to effectively integrate artificial intelligence into your Salesforce environment is the key to your future AI success!
December 6, 2023
Generative AI – What is it good for?

October 20, 2023