Part 1: 24/7 Availability and the Impact on Business

Humans sleep. AI Agents don't!

Humans procrastinate. AI Agents don't!

Humans forget. AI Agents don't!

24/7 Availability is a significant advantage of AI sales agents, allowing them to engage with potential customers anytime, day or night. This constant accessibility can lead to several benefits for businesses.        

Increased Revenue

• Global Reach: AI agents (AIAs) can interact with customers worldwide, expanding the potential customer base and increasing sales opportunities. Let that sink in! An AIA can interact with anyone, anywhere, anytime, and in any language!
• Quick Responses: By providing immediate answers to inquiries, AI agents can reduce the time it takes for potential customers to make a purchase decision, leading to increased sales. How many studies have we seen that require salespeople to respond in 5 minutes or less or risk losing a deal? And most salespeople simply can't respond within that time window for whatever reason.
• Upselling and Cross-Selling: AI agents can analyze customer data to identify opportunities for upselling and cross-selling, increasing the average order value. In my book, "Mastering the Upsell" I highlighted how having an 'upsell map' allows salespeople to offer up more products or services aligned with the customer's current needs.

Reduced Costs

• Efficiency: AI agents can handle a large volume of interactions simultaneously, reducing the need for human agents and lowering labor costs. Could this signal the end of the horrid statement, "Let me put you on HOLD?" and terrible tin-screeching, void-of-bass music? Let us hope so!
• Reduced Errors: AI agents can minimize human errors, such as incorrect information or missed opportunities, leading to cost savings. How many sales are lost because human agents give out the wrong information, forget to mention a feature/function that's important or both? AIAs will have perfect recall as long as the centralized knowledge base is maintained up-to-date. Read more from my article, (A)I Know Kung Fu .
• Improved Customer Satisfaction: This one is too easy. By providing timely and accurate information, AI agents can reduce customer churn and the associated costs of acquiring new customers. In call centers, First Call Resolutions (FCRs) are highly correlated with high CSAT scores and a lower Customer Effort Score (CES). Note: Read 'The Effortless Experience' by Matt Dixon , Nick Toman and Rick DeLisi to learn more about CES.

Increased Market Share

Competitive Advantage: Offering 24/7 customer support can give businesses a competitive edge in the marketplace.

Customer Loyalty: As I already mentioned, by providing exceptional customer service around the clock, businesses can build stronger relationships with their customers and increase loyalty.

Brand Reputation: Consistent availability and responsiveness can enhance a company's brand reputation and attract new customers. Word-of-mouth is the best marketing tool and the least expensive!

Availability and accuracy will be key differentiators in the future!          

Bottomline: The 24/7/365 AI sales agents will significantly impact a business's revenue potential, cost structure, and ability to gain more market share. From a service standpoint, AI agents will improve customer satisfaction and ensure brand loyalty!

Victor Antonio

Author, Sales Ex Machina: How Artificial Intelligence is Changing the World of Selling

#ai #artificialintelligence #aiagents #agentic