Evaluate AI vendors and solutions in customer service

- Choosing the right AI solutions and vendors can be daunting given the sheer number of options available. Let's summarize key considerations and identify a power tip that can greatly help in your decision making process. Here are seven key evaluation criteria for AI vendors that you'll want to consider. First, technical capabilities. Ensure that the solution aligns with your evolving needs. For example, higher end chat bots use natural language processing NLP to support more natural conversations. They understand context and harness machine learning for continuous improvement. As you research and compare options, you'll begin to identify the capabilities you need. Second, look at the solution's adaptability. Can it easily integrate with your existing systems? Does it allow for modifications as your business evolves? A good AI solution should be flexible and scalable. Next, consider usability. Can your team use it effectively? Will it complicate or improve their workflow? Can customers easily understand and use it? An intuitive user-friendly interface can drive adoption and maximize the solution's benefits. A crucial consideration is data security and privacy. How does the vendor and their solutions handle data? Can tools and protocols evolve as data privacy and security regulations change? Then look at implementation and support. Will the vendor help you get up and running? Can they provide timely assistance when issues arise? Do they offer updates and guarantees to mitigate downtime? Of course, you'll need to evaluate cost effectiveness. Consider both the upfront cost and the long-term return on investment. In today's fast-changing world of AI, the most expensive solution isn't always the best. Finally, consider the vendor's expertise and direction. Do they have a good reputation? Are they financially stable? And here's the thing. There are many new players in AI and if you're looking for a point solution to a very specific problem versus say a suite of solutions, you might not be as concerned that the provider's a startup. An investigation will help you make those trade-offs. Here's the power tip. Before you solicit proposals for specific solutions through what's usually referred to as an RFP or request for proposal, what about a more open-ended RFI, request for information? You can ask suppliers, "Hey, here's what we think we need but what do you think? Are there solutions we might not even be considering?" This would generally happen under a non-disclosure agreement to protect sensitive information, your legal team can advise on that. I recently reviewed the RFI for a shipping logistics company struggling with supply chain challenges. Their open-ended RFI process produced insight into how AI could help improve services that they hadn't even thought of. Then they created an effective request for proposal. Given how fast AI is developing, you want vendors to do more than just respond to what you think you need today. You want them to help you see the possibilities.