Arman Eshraghi, CEO and Founder of Qrvey, hosts a podcast, “SaaS Scaled.” Our latest episode featured Alex Levin Co-Founder & CEO at Regal.io, the outbound phone and SMS sales solution built to drive more conversations with your customers, so you can hit your growth goals way faster. You can watch or listen to the podcast here and we’ve covered some highlights of their discussion below.

AI’s impact on customer service

“In our world, I think there’ll be sort of three phases to this. But at some point in the future, the human and AI with a fake voice doing the job will be indistinguishable. I think that’s probably 30, 40, 50 years out. Some people think it’s a little sooner, but in that world, we’ve still built all the technology that’s necessary for customer engagement. The only difference is it’s a bot doing it rather than a human. It’s like saying you’re still going to need Uber, just to be a driverless car instead of driver. But that I think is far out.” Alex described a mode where AI serves as a helpful coach in the background, making suggestions such as:
  • The next best action
  • Some things you could say to the customer
  • A customer you should be talking to that you hadn’t been

Why AI won’t replace humans (for a while)

  1. “In a world where AI can hallucinate and not be right, you always need somebody to check it before it goes out in any use case that’s business critical.
  2. “I think one of the things that we get out of having conversations between a human and the customer is that we have a human that emotes and can solve pretty complicated issues for that customer and something that’s higher pressure. So those are probably the type of things that will be last for the AI to take over. 
“Instead, there’ll be simpler things that are great, such as handling support requests about where my package is. It’ll do that very quickly. I think it’ll take more time for AI to overcome more complicated or emotional issues. Not that it won’t, it’s just going to take more time.”

What advice would you give to fellow founders of SaaS companies? 

“It’s an odd one, but you can’t be afraid of failure. The people that are great entrepreneurs are the ones that are able to accelerate the pace at which they’re doing little experiments, see the result, which is 90% of the time going to be a failure very early. And then based on their North Star, say, ‘Well, considering what I’ve learned, I should do something different, or I should keep trying different ways of doing the same thing.’ And that’s probably the hardest part about being an entrepreneur early is having a North Star vision and deciding what to do with conflicting information and feedback. “Should I listen to the things that are telling me that I need to change or should I stay true to this vision that I have? There are great examples on both sides where some founders have stayed true to their vision and ended up being right, and some founders have massively been able to shift what they’ve done and ended up saving the business that way.”

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