The generative AI it can play a very prominent role in the growth of companies and in the improvement of their decision-making processes. You can also improve the productivity of your employees by supporting them in many tasks. But its adoption is not being as fast as could be deduced of the above.
Despite the fact that AI has the potential to automate an average of 40% of daily tasks in a company. Because? Because more than half of the sales and service teams don’t know how to take advantage of it, for example. This is revealed by a Salesforce investigation carried out among more than 2,000 sales and service professionals.
According to the survey, 61% of sales professionals believe that generative AI will help them better serve their customers and 63% believe it will allow them to serve them faster. Another 61% believe that generative AI will help them sell more efficiently, and 84% of those who use it say it helps increase sales by improving and speeding up customer interactions. As for the service professionals who use it, 90% say that it helps them provide better service to customers.
The customer service roles with the most use of generative AI are basic content generation (82%), market data analysis (74%), sales communications automation (71%) and improvement of the automation of customer service communications (67%).
Survey participants have further noted that generative AI can transform customer-facing roles in a variety of ways. Among them, through the generation of sales reports (51%), the creation of basic content (48%), the analysis of market data (47%) and the improvement of self-service options for customers (48%) .
Despite this, only 41% of employees use or plan to use generative AI. Marketing departments lead the adoption of generative AI, with 51% of employees using or planning to use it. In sales, 35% do so, and in services, 24%.
53% of sales employees, and 60% of service employees, do not know how to get the most out of generative AI at work. Added to this lack of skills is the loss of jobs if they do not learn to use it, which worries 48% of service employees and 39% of sales professionals.
He 63% of employees expect their company to offer them AI-related learning opportunities, although 67% indicate that their company does not offer training in generative AI. Both sales and service professionals agree that there is a lack of confidence, moreover, in terms of the adoption of generative AI, due in large part to their ignorance. For this reason, companies should invest in training on it for their employees.
A 56% say human supervision is critical to the successful use of generative AI in his position. And 55% say that improving security measures is crucial to successfully using generative AI in their role.
