[SNIPPET] Mati Staniszewski - What AI will never be able to do for you

Matthieu Stefani (0:05)

We are the average of the people we spend the most time with. My name is Mathieu Stéphanie, and I invite entrepreneurs, athletes, and artists to raise my average, and yours. Just before we begin this episode, I'll switch to French for a brief moment to thank my sponsors.

The thing is that, actually, I guess the concern for many people, more in the tech area, that maybe in the big companies too, but I'm not sure all of them have realized yet, is that you're switching to, somehow you're firing employees, it's happening, or you're not recruiting employees, thinking that you will make, I don't know if it's saving somehow, or improvement, which is different, but more and more CEO, they don't say it on mic most of the time, but unfortunately, that's true. But at some point, you understand quite fast, that the cost of tokens of AI is going to be probably, I mean, is going to improve dramatically, and that you will not make savings. You might make improvements, but the saving part is not that true, is it ? I mean, do you reckon ?

Mati Staniszewski (1:19)

Yeah.

Frequently, what we see in our partners is that the goal, at least now, is still, can I improve the experience ?

And it might lead to other parts, but the cost-saving piece isn't true as frequently yet, because let's say you have agent answering calls. Now, you previously were open 9 to 5, and now you are 24-7. What we are still seeing is that there's a set of roles that will disappear, like a lot of the odd mini-type roles, like I was just calling and repeating from the script. That won't work. But there's other parts of the conversation where you need... Thank you. for the conversation where you actually need human even more, let's say, it's a complex case or emotional treatment. So I think that combination of how human and AI will work will be important.

The tokens cost is increasing, for sure, because suddenly, you can operate company in a different way, internally, externally, how you communicate, how you develop, how you build. Everybody can benefit from that. I think the thing that this develops to, and I'll tell you one other thing in the AI world piece, is that a lot of people that previously were ICs will be effectively managers of agents, or the role will be increasingly to develop that human-to-human interaction. I think that one does appear. So in sales, we are seeing that. We now we are building AISDR elements. It doesn't mean to replace, it's just meant to develop. It actually will be embedded in the team where you are.

Matthieu Stefani (2:58)

Human SDRs. Tell me more.

Mati Staniszewski (3:01)

AI, AISDR. So like people that qualify the lead. So people that are calling in to learn about the business. Okay. So you could keep it. There are like two ways of doing it. One is central. It's completely separate. Second is keeping that inside of the team. We'll do it that it's inside of the team. So human SDR has control over AISDRs.

And their role will be to modify a little bit of what's in the domain, how that agent should behave before they speak of the conversation with the customer. So in financial services, they are slightly different in healthcare. And if the lead comes through, it's their award. They are kind of having more leads as a human manager.

And then separately, what we see is for the human, let's say, on the go-to-market side, developing a relationship with the other person will be increasing in importance in AI world, not decreasing. So you will want even more to have human-to-human touch. I think the same is in support. In support, you will have admini tasks that are completely fine. But if there is, let's say, we spoke about the claim and at some point, your agent isn't able to process it because system flags it as, actually, no, it's your fault. You probably want to speak with the human to explain, hey, this happened because XYZ fault that wasn't captured in the system.

Matthieu Stefani (4:23)

I'll manage a way to whatever, sort it.

Mati Staniszewski (4:27)

It's an emotional component of helping out for it.

Matthieu Stefani (4:30)

Yeah. Because like you said earlier on that, so Poland, the old Poland used to be a back office, I mean, a country and it became front office country, which is great.

Some of the, I mean, no offense meaning, but it's the way it happened somehow. I mean, for English speaking countries, you had India. And I understand that it's not, I mean, at least in call centers in France, we had a lot of call centers in Morocco, in Tunisia, Mauritius, or different parts of the world, the French speaking part.