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)
- “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.
- “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.
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.”
Arman Eshraghi is the CEO and founder of Qrvey, the leading embedded analytics solution for SaaS companies. With over 25 years of experience in data analytics and software development, Arman has a deep passion for empowering businesses to unlock the full potential of their data.
His extensive expertise in data architecture, machine learning, and cloud computing has been instrumental in shaping Qrvey’s innovative approach to embedded analytics. As the driving force behind Qrvey, Arman is committed to revolutionizing the way SaaS companies deliver data-driven experiences to their customers. With a keen understanding of the unique challenges faced by SaaS businesses, he has led the development of a platform that seamlessly integrates advanced analytics capabilities into software applications, enabling companies to provide valuable insights and drive growth.
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