Guest Author: Tom Gorin
In today's fast-paced digital world, customer interactions are the lifeblood of any successful business. At PROS, we have embraced the power of artificial intelligence (AI) to revolutionize how we engage with our customers, from the initial sales pitch to deployment and renewal. This transformation has not only streamlined our processes but also significantly improved customer satisfaction and retention, leading to increased revenues for our company.
The Power of AI in Streamlining Customer Interactions
As a software provider, we faced numerous challenges in managing customer interactions across various stages of the customer lifecycle. Deploying SaaS software can be messy, with complexities arising at every turn. However, by leveraging AI, we have been able to break down these barriers and create a seamless experience for our customers.
One of the key areas where AI has made a significant impact is in speeding up deployments. Traditional technology companies often struggle with perceptions of over-promising and under-delivering. AI has helped us overcome these challenges by enabling faster and more efficient deployments, thereby strengthening our relationships with customers and enhancing retention rates.
Example 1: Automating RFP Responses
One of the standout examples of how we have leveraged AI is in automating responses to Requests for Proposals (RFPs). By using data and generative AI, we have been able to search vast knowledge bases to generate optimal RFP responses. This has resulted in a 50% reduction in turnaround times for RFPs, allowing us to respond to customer inquiries more quickly and accurately. The initial version of this AI-driven solution is live and has been widely adopted, showcasing the efficiency gains and improved user experience.
Example 2: Enhancing Test Case Generation
Generative AI has also revolutionized our approach to test case generation. By leveraging AI, we can quickly generate a subset of test cases for our customers, significantly enhancing efficiency and saving up to 20 days per project. The process is elegantly simple: users share a screenshot with a Generative AI tool of their choosing, and the AI builds on this image to propose a set of test cases. These can then be refined through prompt engineering, resulting in a highly usable set of test cases. This streamlined approach not only saves valuable time but can also be implemented swiftly with existing Generative AI tools.
Learnings from Our AI Journey
Our journey with AI has taught us several valuable lessons. First and foremost, clean and accurate data is the foundation for any successful AI project. Regular data preprocessing and prioritizing data quality over quantity are essential steps to ensure reliable outcomes.
Additionally, planning for change management and adoption is crucial. Engaging leaders as champions, overcommunicating through various channels, and converting influential naysayers into cheerleaders can drive higher adoption rates.
Showcasing results and metrics is another key factor in driving adoption. By focusing on metrics that drive and measure department and company performance, and by continuously tracking and reporting on these metrics, we have been able to demonstrate the tangible benefits of our AI initiatives.
Inspiring the Future
At PROS, we believe that the future of customer interactions lies in the intelligent use of AI. Our journey so far has been marked by innovation, learning, and success. By continuing to leverage AI, we are confident that we can further enhance customer satisfaction, retention, and ultimately, our company's growth.
About the Author
Joanne Smith, President of Price to Profits Consulting, is the author of The Pricing
and Profit Playbook, The Price Negotiation Playbook and Pricing in a Crisis. She is the
former DuPont Corporate Head of Marketing and Pricing. With more than 20 years of global business, marketing and pricing expertise, she now works with global companies to help them develop world class pricing and profit strategies, transformations, improvements and pricing negotiation skills.
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