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I am at Zoho day 2024 with uh pvk who is
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the head of marketing and strategy and
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customer experience for Zoho uh pvk
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thank you for joining
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us thank you I'm I'm happy to be here
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and happy to share uh what zo is working
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on awesome great so I wanted to kind of
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pick your brain about customer
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experience in relation with AI so start
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off um how can AI help uh small
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experience um so primarily I think um AI
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is able to um help small businesses have
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an outsized impact right that's that's
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the most fundamental thing so when
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you're working with a small business
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you're you're essentially um um you know
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you're doing a lot of things you you are
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the the accountant you are the um the
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salesperson you are the marketer and
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it's hard for one person to be good at
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more than one thing typically right so
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that's where technology typically comes
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in where it helps raise the bar um for
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each of these experiences and AI takes
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this a step further uh with the most
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minimal amount of effort and um you know
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in a fracture of a second you're quickly
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able to um sort of streamline and
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standardize the quality of the custom
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experience okay can you give any kind of
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specific example on how AI might be able
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to help uh small business with their
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customer experience sure um the the
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first thing that I can think of is um if
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you're a small business you you may be
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able to do your business online today uh
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uh and even serve customers across the
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globe right and not specific to your
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community not specific to your county or
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not even specific to your country you
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may be able to serve them across the
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globe but you possibly cannot have a
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full-time um customer support staff that
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that sits across various countries and
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things like that so AI steps in and is
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able to um you know compile information
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from your knowledge base or from a bunch
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of documents you have and then quickly
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answer questions for customers across
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the globe so you're able to serve
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um customers 24/7 around the world but
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you're essentially a two person company
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California what are some specific
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artificial intelligence tools for
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experience okay so uh there's there's a
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bunch of things that that AI brings to
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the table um uh rather than specific
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tools I'll probably just give you some
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examples of what AI can can be used at
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um so um there's there's a concept of of
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predictive AI which basically consumes
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the patterns of of numbers in your
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business and then suggests uh ways to
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optimize your business for example if
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you receive um um you know a lot of
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orders from a specific State you may
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want to try and uh see if you can do
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fulfillment locally from that state um
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if you receive a lot of customer service
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um uh queries and and and questions from
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a specific part of the day then eii may
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probably able to tell you maybe you need
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to staff someone for that part of the
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day uh and have ai do the rest so that
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would be um um you know predictive and
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and and prescriptive AI generative AI
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which seems to be the rage now is about
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uh you know being able to create and
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refine content and content based
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experiences uh this could be images this
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could be videos this could be text uh it
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could be a script for a video U or um
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you know it could be a thumbnail for a
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video all of these things right it just
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helps you generate content that is part
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of the customer experience and to be
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able to do that with a minimal amount of
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of training with a minimal amount of uh
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descriptive and things like that that's
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the that's the idea so those are some
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examples of of what AI can do but of
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course there's hundreds of examples
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across um the customer speed inspector
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okay um digging into a little bit of
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generative AI I mean chat GPT is the
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rage um and I know that there's some
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integration with cat GPT and Zoho um
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what can a small business owner um do
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within a compare with a amalgamation of
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those two uh services with uh Zoho to
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help with customer experience sure um so
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chat GPT I mean essentially open AI with
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Zoho is a it's a broad array of of uh of
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Integrations so um if if you have a
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knowledge base or if you have a bunch of
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documents open AI chat bot can help
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answer customer support queries or if
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you have um a long history of
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association with a specific customer and
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you have a new employee then uh um you
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know openai can help U generate that a
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relationship summary of that customer
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for that EMP because they the customer's
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been with the company much longer than
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the employee has right so then um if
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you're writing out an email um then
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you're able to personalize that email
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based on the customer's context you're
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able to pull and do that uh if you're
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writing out a social media tweet or if
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you're writing out um a description for
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a YouTube video or something like that
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you're able to do that as well right uh
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if you're able to describe um an
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application um the Zoho platform is able
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to build that application for you if
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you're able to describe it sufficiently
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right so these are some examples of of
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of the ways in which generative AI can
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step in and and make that last mile far
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mhm awesome so looking into the future I
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mean AI has already done so much in such
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a little time I mean it's you know we're
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coming up with like a year of how uh C
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GPT kind of really exploded um where do
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you see it going into the future um and
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there will always be scope for Zoho own
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AI plus there will also be able to um
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you know coexist with other um Ai and
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third party organizations like open a
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for example uh so we're definitely
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excited about building use cases across
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all of these uh the most fundamental
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areas of difference we we feel will be
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impactful um would be to reduce effort
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to infuse more insights into the average
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customer experience the customer
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interaction uh uh and then to to sort of
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ease collaboration uh to raise the
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quality of anything that you put out it
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could be u u you know an email or it
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could be a response that you're sending
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out to a customer support query any of
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those things just raising the quality at
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any scale um and of course finally uh
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privacy awesome that sounds like it'll
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be a really good future um that is all
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the questions that I have for you today
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thank you so much for uh joining me and
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um letting me pick your brain a little
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bit about uh customer experience and AI
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thank you L thank you for the
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opportunity happy to be here all right
