What If AI Could Boost Efficiency While Preserving Your Team's Human Touch?

As AI continues transforming industries, many leaders ask: Is it worth the investment? How can we leverage AI without losing the human touch? Whether you're a Salesforce customer or just exploring how AI agents can enhance your operations, this episode of CIO Corner offers valuable insights into how AI agents are reshaping business efficiency and improving customer experiences.

In this episode, Erin DeCesare, CTO of ezCater, speaks with Juan Perez, Salesforce CIO, about how AI is reshaping its operations.

Human Connection and Trust in AI

Erin emphasizes the importance of maintaining trust with clients while implementing AI. This crucial point resonates with business leaders trying to balance automation and personal connection.

"That confidence that you have a human behind all these orders that are going to make it right is so necessary for businesses to trust working with us."

Empowering Employees Through AI

Erin shares how AI isn't about replacing employees but empowering them to do their best work, which can inspire leaders thinking about AI's impact on their teams.

"We really wanted to think about what is the platform that's going to allow us to seamlessly connect the benefits of AI technology, but then also trusting that, if necessary, we can bring that human back into the loop."

Breaking Down AI Myths

Erin talks about the importance of demystifying AI for employees, which could resonate with leaders concerned about the cultural shift needed for AI adoption.

"AI actually is very conversational, and so much of the training is simply thinking about the software as talking to a human, and that prompting is as simple as asking it questions, seeing its answers, and then figuring out where to go next."

Personal Commitment to AI Training

Erin shares how they launched a company-wide training program to get all employees comfortable with AI, showing a commitment to empowering their team and making AI accessible to everyone.

"This year we actually launched a company-wide training program to get our entire organization more comfortable with AI… We want them to feel that this is something that's exciting and going to make the company and them better."

AI: Empowering, Not Replacing Your Team

At ezCater, AI agents automate routine tasks, freeing employees to focus on higher-value work. Erin highlights that AI isn't about replacing human expertise; it's about empowering employees to scale the business effectively.

"AI agents are the answer to how we continue to scale, allowing our human employees to take on more higher-value tasks."

Starting Simple: AI in Routine Decision-Making

Erin recommends starting with simple tasks like order placement and gradually adding more complex decisions. This approach allows businesses to build a more sophisticated AI ecosystem that works alongside human employees, enhancing productivity and service quality.

"Starting with: what are these places that we're more confident the AI agent can credibly come up with a reasonable, human-based decision?"

Context-Awareness: The Key to Effective AI Implementation

For AI to be effective, it must have the right context to make informed decisions. Just as humans rely on external factors like weather or traffic, AI agents need real-time data to make decisions that align with business needs. Erin emphasizes,

"The agent is the equivalent of a human, and a human can only make as good of a decision as what information they're working with."

If you're considering AI for your business, it's essential to think about how these tools will complement your team's work, not replace it. Start small, empower your employees, and ensure your data ecosystem supports effective AI decision-making.

Stay tuned for more insights from industry leaders!

Want more actionable advice on leveraging AI? Reach out to discuss how AI can scale your business and empower your team!

Until next time,

Chelyn