None of this means it’s out-of-reach for smaller businesses. Ever since I moved to the United States from Poland with nothing to my name, I’ve seen that democratizing technology is the key to success.
That includes taking the latest technologies available to global giants and putting them in the hands of a 10-truck HVAC shop. For example, how about developing an AI receptionist that never misses a call, text, or chat.
This same assistant can automatically schedule service calls, assign technicians, and provide technicians with links to complete customer records so they know exactly what their tasks are.
Beware of Pitfalls
While AI tools can revolutionize your operations, there are also potential dangers. Most importantly, privacy is paramount. Any tool you use should include the highest standards of protection against accidental information leaks, as well as hacking.
Privacy can also be jeopardized another way: through “shadow AI.” A report from MIT found that only 40% of companies actually buy official subscriptions to AI tools that use large language models (LLMs).
Yet, employees in more than 90% of those companies regularly use personal AI tools for their work. This runs the risk that employees may share customer information with publicly available tools. To avoid this, businesses should use software that keeps customer information protected.
Furthermore, I suggest contractors should beware of “AI washing,” in which vendors can fraudulently claim that their tools use AI technologies. Some are just slapping a new label on old, rigid technology.
To avoid this, stay away from “black box” scenarios, in which vendors don’t explain how their tools work. The vendor should be able to describe its functions in understandable ways. Also, have the vendor demonstrate the tool in various use cases.
For example, have the AI analyze a new text from a customer (received at 2 a.m.) for both information and sentiment. See whether it instantly combines all that with previous records by email and phone conversations, updating the record so any agent gets a complete picture immediately.
but can also help you better serve customers
Meaningful Work for Humans
Some people worry that the AI revolution will erase jobs and endanger livelihoods. I see things differently. Just like previous technological revolutions, this one can allow machinery to take over routine tasks and free up people who can then engage in more meaningful work.
Imagine that a caller reaches out to a contractor, and the AI assistant picks up. If the caller’s language, tone, or other cues indicate that it would be better for them to have a person on the line, the AI tool can instantly alert someone standing by.
This way, human agents can skip more of the busy work and calls for routine tasks so they can interact with customers in more meaningful ways. And, perhaps most importantly, technicians can focus on delivering the needed results.
High-Performance HVAC includes high-performance CX. The future belongs to the connected contractor that unifies its operations and delivers the best, most memorable customer experiences.
Tomas Gorny is co-founder and CEO of Nextiva. An award-winning entrepreneur, he is committed to helping set up businesses for success with powerful and intuitive technologies. He and his team work with businesses across numerous industries, including HVAC and public utilities. Tomas is also a philanthropist, carrying out a range of projects through both Nextiva Cares and the Gorny Foundation. If you have questions, you can contact him here: ncilink.com/ContactMe.
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