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
   

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2. Speaker Intro
   Lish Gates
   Snr. Mgr Global
   Rev Enablement
   

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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
   

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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
   

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5. AI is a broad field of study with dozens of
   subsections, ultimately working to make
   computers perform human tasks.
   

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6. Demystifying Artificial Intelligence
   Machine Learning
   ● Deep Learning
   ● Predictive Analytics
   Speech & Text
   ● NLU
   ● NLP
   Vision
   ● Computer Vision
   ● Image Recognition
   

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7. A Few AI Tools For Enablement
   

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8. But Why Does Human Intervention Matter?
   CONTEXT
   

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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
   

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10. Applying a Human Approach To Some AI Technology…
    

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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
    

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12. Getting Started…
    Reps Managers Product
    Marketing Execs
    Engineerin
    g
    

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13. Building Impactful Programs
    Team Meetings Training Sessions
    Coaching
    Programs
    Onboarding
    

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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?
    

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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
    

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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
    

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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
    

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18. Creating A Culture
    

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19. All the human context and adoption is what makes this a powerful tool.
    

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20. AI Experiences We Love…
    

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21. Automated Experiences we don’t…
    

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22. Applying a Human Approach to Automation..
    

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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:
    

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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
    

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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
    

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26. Facts..
    Source: Founding Sales: Chapter 5, by Pete Kazanjy
    

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27. People learn through emotion, People buy
    through emotion, and that requires
    humanity.
    

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28. Q & A
    

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29. Thank You
    

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