A human approach to AI and automation

Lish Gates, Director of Global Revenue Enablement at Algolia, gave this talk at the Sales Enablement Festival in October 2020.

Transcript

1. A Human Approach to AI & Automation
2. Speaker Intro Lish Gates Snr. Mgr Global Rev Enablement
3. The World Has Changed 74% of companies are shifting to remote first 46% expected growth of enablement teams in the next 12 months Source: Review42.com, TOPO.com
4. Artificial Intelligence What my parents think it means Anyone watching “The Social Dilemma” on Netflix thinks it means What Reps think it means But What Does It Really Mean? What Ops & Enablement think it means
5. AI is a broad field of study with dozens of subsections, ultimately working to make computers perform human tasks.
6. Demystifying Artificial Intelligence Machine Learning • Deep Learning • Predictive Analytics Speech & Text • NLU • NLP Vision • Computer Vision • Image Recognition
7. A Few AI Tools For Enablement
8. But Why Does Human Intervention Matter? CONTEXT
9. What do I Mean by Context? • AI doesn’t know our competitors (yet) • AI doesn’t know what deals are winning & why (yet) • AI doesn’t know executive mandates & company priorities
10. Applying a Human Approach To Some AI Technology…
11. • Conversational Intelligence Software Case Study 1 • Siloed knowledge on Frontline best practices • Need to foster a environment of coaching & upskilling Reps • Needed a way to ensure training was impacting customer/ prospect interactions
12. Getting Started… Reps Managers Product Marketing Execs Engineerin g
13. Building Impactful Programs Team Meetings Training Sessions Coaching Programs Onboarding
14. Team Meetings • Objection Handling Scenarios ◦ Prospect Question ◦ Pause ◦ Round Table Answers From Reps • Wow Moments ◦ Play the moment ◦ What did you like? ◦ What would you do differently?
15. Training Sessions • Is this a Champion? ◦ Play clip of prospect/customer ◦ Poll the team ◦ Question their reasoning • What’s the Solution? ◦ Play clip of prospects pains ◦ Break reps into small groups ◦ Have them demo & pitch the solution
16. Coaching Programs • Scorecards & 1:1 Coaching ◦ Gain insights from sales metrics ◦ Gain insight from CI ◦ Co-build score rubric ◦ Agree on scoring targets ◦ Track metrics for improvements
17. Onboarding Playlists • Shadowing On Demand ◦ Build playlists aligned to deal stages and onboarding program ◦ Build playlists of best practices by revenue roles embed into onboarding programs
18. Creating A Culture
19. All the human context and adoption is what makes this a powerful tool.
20. AI Experiences We Love…
21. Automated Experiences we don’t…
22. Applying a Human Approach to Automation..
23. • BE HUMAN! • Empathy training, Curiosity and consistent frameworks can help… if content is King, CONTEXT is God.. • Spray and Pray sadly exists more than we’d like to admit… Case Study 2:
24. 5x5x5 Framework 5 mins. of Research 5 Key Insights 5 mins. for Email Each Email in the Cadence should only be focused on one of the insights
25. 10-80-10 Rule • When actually writing an email, try to use the 10-80-10 Rule 80% Email Template 10% Personalization 10% Personalization
26. Facts.. Source: Founding Sales: Chapter 5, by Pete Kazanjy
27. People learn through emotion, People buy through emotion, and that requires humanity.
28. Q & A
29. Thank You