Trust in AI Is Middling, but We Can’t Stop

This week on Funnel Frontier: While distrust in AI lingers, 'AI-first customer service' emerges as the new frontier.

This week:

• In AI we sort-of trust

• New era of “AI first customer service?”

• Small biz upselling and cross-selling ideas (via EngageBay)

• Freshdesk vs Help Scout

• Recruiting customer service in the age of AI (via Freshworks)

Stat of the Week

Sales enablement platforms, including CRM, are projected to grow at a CAGR of 15.35%, i.e. 4.23 billion dollars, from 2023 to 2027. (Technavio)

In AI we sort-of trust

The year is 2064. A small, precocious child approaches your future-self. They hesitate, then ask “d–did people trust AI back in the 20s?” 

How do you respond? 

Before you answer, here’s some fresh stats. According to autonomous AI research from Salesforce, leaders trust AI more than rank-and-file workers, but either way it’s middle-of-the-road  (51% vs. 40%). 

The study, surveying nearly 6,000 people, found that workers trust AI to work alongside them (54%), but prefer human oversight for onboarding, training, and data security.

Trust in autonomy is growing, but it’s still very skimpy in several areas:

• 13% currently trust AI to make data insights on its own

• 12% trust AI to work on internal and external communications sans humanity

• 12% trust autonomous AI to be their butler (i.e. personal assistant)

• 15% trust AI to write code all by itself

77% of workers trust AI to eventually handle tasks autonomously, but it turns out humans are the gas for getting there. 63% said their trust will grow with human-led knowledge and education about AI implementation. 

54% of workers surveyed didn’t get the memo on AI governance or implementation in their organization. That’s a cryin’ shame, as knowledgeable folks were five times more likely to trust AI to ramp up to autonomous status in the next two years (compared to their not-knowledgeable peers).

TL;DR: More human involvement, awareness, and training = more AI trust. 

As for that child in the first paragraph? Future-you can respond with a definitive “uh, yeah, no, well… kind of.”

The Week @ CRM.org

CRM Best Practices. Using a CRM properly is like cooking—here’s how to avoid the mess (with famous company examples!). 

Operational CRM Explained. What is it? Ideally, it’s where customer data meets organizational bliss, meaning your sales team stops emailing the wrong people.

Weekly Bloom

5 Ways to Create a High Performance Team. Investors today value a quality team over the founding idea. So ditch the ego and focus on building a dynamic, inclusive group.

“AI-first” customer service is here, says Intercom 

What is the meaning of life? Also, can AI assist me in finding it?

According to Intercom, AI is making work more meaningful, at least where customer service is concerned. Instead of doggy-paddling through repetitive tasks, support teams can now bond over complex issues and send perfectly-timed GIFs.

Intercom’s VP of AI, Fergal Reid, quipped on the subject in a recent episode of Off-Script. The Master of Chatbots explained that as AI handles common questions, human agents get to fan out and do the "fun" stuff—like dealing with irate customers. 

“AI is very good at learning how to do something again and again and again,” says Reid. The evolution of AI language models from basic translation to quasi-sentient-seeming customer service reps is already well underway. Its humdrum day-to-day use has dulled our sense of childlike wonder—sad but true!

Apart from defusing those madly in anger with you, AI’s tackling of typical queries can free up time for deeper, more attentive, and more personalized service when there’s a human-to-human interaction. 

More time away from FAQ answering can mean more team-building and expertise-sharing. Ditto for exploring new skills and interests. 

So here’s to your AI. Cheers.

Stellar Strategies: Tips & Tricks for Sales, Marketing & Service

Upselling and cross-selling ideas for small biz (via EngageBay)

In a perfect world, upselling and cross-selling mean more revenue and happier customers. 

Do you want this perfect world? 

Well, first things first, work on getting the customer to buy the best. Second, peddle additional items like you're at a yard sale. These techniques, like getting someone to upgrade their burger to a combo, can significantly increase your profits and customer satisfaction. 

Use psychological triggers like FOMO and convenience, offer deals and bundle products, and use advanced tools like CRM systems to personalize your pitch. 

Just don't be pushy, or you'll turn a sale into a sprint—in the wrong direction.

More ideas for sale here. 

Freshdesk vs Help Scout

So what’ll it be, the sweet smell of Freshdesk or the obliging “aw shucks” smile of Help Scout? 

Yessir, both do good customer service. But Freshdesk boasts a more comprehensive feature set, including affordable pricing, strong ticketing, automation, and excellent integration options. 

On the other hand, Help Scout excels in ease of use, collaboration tools, and intuitive interface. 

Freshdesk has the gearheads grunting about sheer power. Help Scout’s simplicity makes the softer set swoon over seamless, effective support. 

The titanic struggle comes to an epic conclusion here. 

Recruiting customer service reps in the age of AI (via Freshworks)

Customer service… has changed. In a tantalizing twist, companies favor recruits with retail experience over those with time in call center gigs. 

Why? It’s about the direct connection to the public. The ideal agent now balances soft skills like empathy and adaptability with tech know-how. 

On the latter point, certifications in AI are the new gold stars for career growth. Coursera offers a few of interest, including: “AI For Everyone,” "Generative AI: Prompt Engineering Basics,” and “Machine Learning Specialization.” 

Some sought-after skills are basic competency, the ability to work with ChatGPT and AI copilot and stay with customers, and sharing AI know-how with the whole team (including managers). 

Ah, yes, the perfect human-AI hybrid is synergizing. More here. 

Galactic Gourmet

CRM blips from around the web

United Real Estate becomes #1 real estate brokerage platform, with help from CRM. Their 727% growth rate over the last five years. Their new lead gen, CRM, and marketing tools launched over the past couple of years played a major role. 

SugarCRM sponsors world champion boxer Chantelle Cameron. The multi-fight sponsorship punches off on July 20, when Cameron fights for the WBC Super-Lightweight Interim World Championship Title in Birmingham, UK.  

Sense launches Candidate Relationship Management platform. The talent engagement vendor’s new CRM enters the ring with tools for all-in-one candidate communication (and yes, a dash of AI).

Astronomical Assets

Significant Stock Moves from Last Week

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