David Jenyns discusses the transformative business impacts of AI, using Kalana as a concrete case: their AI assistant reportedly handled two-thirds of customer chats within the first month, ran 2.3 million conversations (equivalent to 700 full-time agents), cut ticket resolution from 11 to 2 minutes, operates in 23 markets and 35+ languages, and is estimated to add $40M profit in 2024. He argues that documented processes will become machine programming, that 'systems champions' will act as prompting specialists, and that AI will speed up functions like marketing (he asserts ~1/10 the prior time).
Chapters
I covered this in the AI report, if you haven't read it. But Kalana, which they just put out a press release, it's only a month old. They said that their AI assistant handles two thirds of their customer service chats within the first month. Now they're an e commerce software company and their AI assistant has had 2.3 million conversations. It's doing the work of 700 full time agents. And the conversations are on par with, maybe even arguably better than a lot of the human agents.
Tickets are getting resolved in two minutes instead of 11 minutes. And the AI assistant is available in 23 markets, 24, 7 in more than 35 different languages. It's estimated to drive an additional $40 million profit to Kalana in 2024. And their CEO Sebastian had said that they're incredibly excited. Who wouldn't be if it's going to add $40 million to your bottom line? But it underscores the profound impact that AI is going to have. Now that's at one end of town, right? That's the top end of town. AI is going to impact all areas of business.
It's already significantly impacting our process documentation and I talked about feeding in transcripts and it taking 1/5 of the time. But everything is getting sped up by AI.
We don't know exactly where all of this is going to go. Just yesterday James sent me a link to a video of an a robot powered by AI which is a open AI initiative. And watching it do physical activities in the real world and have conversations was extraordinary.
Again, we don't know where this is going to go, but the machines need programming. Machines need to be told what to do. Whether it's ChatGPT or autonomous agents, they're going to need instructions. That's why I believe process is so important. The process that you document today will become the programming of the machines in the future.
And systems champions will become those prompting specialists.
And they will help to provide.
The direction for the business to become an AI first company. They understand how your business works at the root level and they understand what are the most important tasks and the step by step nature of getting those tasks complete. Who better to re engineer or direct or loop in the knowledgeable team members.
Than the systems champion. That's why I think investing in the systems champion and training them up is critical. As I said, every department in your business will be affected by this and systemology is very much on the forefront of this. Developing methods to become an AI first business. And how can you make sure that what you're doing, you do it faster, cheaper and better. We're not looking to do new tasks. We want to take what you're currently doing and then add the AI element in as part of the systemology process. In optimize we actually have a system. Of course we have systems for everything. But how you go through the business to identify where is the lowest hanging fruit and where are the biggest wins going to be.
Whether it's in your marketing and you use tools like ChatGPT and Jasper and you decrease the amount of time it takes you to do your content marketing. You know it's taking us.
Probably in the marketing 1/10 the time it used to take to create higher quality with less team.
In sales using services like like Gong IO, you can transcribe calls, use it to build knowledge bases that help overcome sales objections and then help your sales team close better and get coached on how to improve. In finance we see AI helping with forecasting and bookkeeping and some of the debtor follow up. In HR we see recruitment processes getting completely re engineered with things like Terrellantira.com and Sparkhire where you can basically automate the front end of the interview process, have the machines do the interviewing, do the analysis and then only put forward the best candidates that you then do the interview with. The cream of the crop. There's a range of different tools that you can use to become faster, cheaper, better, but just the big thing is not to chase the shiny object. I hope you enjoyed that clip. Just a heads up, it was a snippet taken from the Business Systems Accelerator program which is the world's first training for systems championship to help you build a systems driven organization. If you'd like to find out more about the program, head over to systemology.com BSA and I'll see you in the next video.
