You can laugh, and say ChatGPT is never going to replace an enterprise AE. But that’s less the point. AI has already come for post-sales and the contact center. We’re already getting to a point where every contact center wants to automate 50%+ of interactions with AI and automation. That’s radical change, in just 18 months really. From 0%-10% to 50% as the goal.
Talk to Zendesk, Caller Technologies, Intercom or Gorgias. That future is already here, or at least, in process. And that means 50% less humans. Yes, that’s the goal.
Next up is sales. Here it’s only just begun. Adding AI to existing sales tools doesn’t replace humans today. But it’s going to be the goal. A lot of energy and money will be put into cutting down the number of human reps, and automating more. AI reps that work 24×7. AI reps that get back to you instantly, not in a few days. AI reps that know the product cold, and don’t need help answering half your questions. AI reps that don’t immediately aggressively qualify you. AI reps that aren’t distracted by second jobs and side hustles. AI reps that don’t quietly think you are wasting their time. AI reps that don’t blame the product when sales is hard. AI reps that actually aren’t bothered at all when sales is hard.
The reality is in post-sales, customers are willing to tolerate somewhat worse support to get to 50%+ automation. Will software companies tolerate somewhat “worse” sales if 50% of sales can be automated? Maybe. Maybe. An AI sales bot that isn’t as good as a top rep, but can do a bunch of the job, 24x7x365, in any language, at any time, for pennies on the dollar … that’s a goal many already have. 2025 may get us part of the way there. At least, realize it’s already happened in the contact center. The sales pit is next.
You might chuckle at the thought that ChatGPT, or any AI, could step into the shoes of an experienced enterprise account executive. However, focusing on that possibility might make you overlook the substantive inroads AI has already made elsewhere – notably in the arena of post-sales and customer service. In what seems like the blink of an eye, over the course of just 18 months, we’ve seen an evolution. The ambition to automate more than half of all customer interactions with the help of AI and automation technologies has become a new benchmark. This leap from aiming for a mere 0-10% to a staggering 50% illustrates a profound shift. Companies like Zendesk, Caller Technologies, Intercom, and Gorgias are already navigating this emerging landscape, which, for all intents and purposes, signals the dawn of a new era in customer service automation.
This seismic shift translates to a stark reality: a decrease in human roles by half. The focus is unequivocally on next-generation efficiency.
The domain of sales is now on the cusp of undergoing a similar transformation. At this juncture, integrating AI into existing sales mechanisms hasn’t yet led to the redundancy of human sales roles. However, there’s clear momentum building towards making this a reality. The industry is poised to invest substantial amounts of capital and effort into reducing human sales forces in favor of automation. Imagine sales reps powered by AI – available around the clock, responding instantaneously, possessing exhaustive product knowledge, and capable of handling inquiries without the need for escalation. These digital sales agents exhibit none of the distractions or biases that can sometimes hamper human reps. They approach challenging sales scenarios without frustration or excuses.
In the realm of post-sales scenarios, there’s already a willingness among customers to accept a lower level of support if it means achieving more than 50% automation. This raises an intriguing question: will companies be willing to embrace a similar compromise in sales performance if it enables them to automate half of their sales processes?
The aspiration is clear: to deploy AI-driven sales bots that, while possibly not matching the efficacy of the top salespeople, can nevertheless handle a substantial portion of sales activities at all times, in any language, and at a fraction of the cost. This vision is not just a pipe dream but a tangible goal for many organizations.
By 2025, we’re likely to see significant progress towards this goal. It’s essential to recognize that such a transformation has already occurred within customer service departments. Sales teams are likely the next frontier for AI’s relentless advance. The implications for the sales profession and the future of human sales roles are profound and merit serious consideration. The evolution is underway, and staying informed and adaptable is more crucial than ever.
