Voice of Commerce.AI customers: Perspective from my customer visits
Over the past week, I embarked on an intensive journey along the US East Coast, meeting with our key enterprise accounts and potential customers. I had the privilege of engaging with various departments across over 25 large enterprises in regulated industries such as healthcare, pharmaceuticals, insurance and consumer packaged goods (CPG). The central theme of our discussions revolved around their experiences and feedback about our Generative AI product, auto-MATE. I wanted to take a moment to share my observations.
How Are Customers Using Our Product
Commerce.AI's auto-MATE™ platform is used across various industries to enhance operational efficiency. It is deployed in contact centers for high-fidelity transcriptions, agent assistance, and post-call automation. In healthcare, the platform improves communication, agent efficiency, and service quality through tasks such as automatic documentation and call summarization. In retail, auto-MATE supports customer interactions by automating product purchases and streamlining customer service workflows. It integrates seamlessly with systems like Genesys, Salesforce, Zoom, and Teams to optimize workflows, ensure compliance, and provide actionable insights. These applications showcase the platform’s versatility in automating routine tasks and enhancing the overall customer experience.
Anatomy Of A Modern Professional Interaction Driven by auto-MATE™
The anatomy of a modern professional interaction driven by auto-MATE starts with the use of a Generative AI auto-MATE bot, which facilitates seamless engagement when a customer or client connects through platforms like Zoom, Teams, or a contact center using Genesys. Once the interaction is initiated, auto-MATE provides real-time transcription and agent assistance, enhancing the conversation with live prompts, relevant data from systems like Salesforce, and automated workflows such as call summarization or task completion. This ensures that professionals can respond quickly and effectively, improving both customer experience and operational efficiency.
How We Got Here: The Journey from Idea to AI Transformation
Commerce.AI was founded in 2017 with a bold goal: to commercialize AI and automate business processes across industries. Initially, we explored traditional machine learning and deep learning. However, it wasn’t until 2020 that we realized the potential of generative AI. Fascinated by its transformative possibilities, we authored a book envisioning a future where AI would create entire businesses. (Link to the book on Amazon). Little did we know that vision would start materializing sooner than expected. Insert photo of the book here
The Launch of auto-MATE: A Visionary Leap Forward
Two years ago, we were the first company to launch a generative AI product for enterprise-scale use cases: auto-MATE. This was a game-changer, particularly in communication platforms like contact centers. It was a significant leap in automating workflows with AI-driven insights, real-time transcriptions, and more.
During one of the meetings, I had the opportunity to discuss auto-MATE with industry leaders like Microsoft CEO Satya Nadella and OpenAI co-founder Greg Brockman.
While many customers were initially hesitant, citing concerns about hallucinations, data privacy, and compliance issues, a handful of visionary enterprises believed in the long-term potential and worked with us to perfect the product.Today, auto-MATE stands as a trusted AI solution in highly regulated industries. Those early partnerships were key to overcoming the initial pushback, solidifying auto-MATE as a leading generative AI product for large enterprises.
Fast Forward to Today: Widespread Enterprise Adoption
Since its launch, auto-MATE has been adopted by major multinational companies, especially in industries like healthcare, banking, pharmaceuticals, and CPG—industries known for their stringent regulatory requirements. Many of our early adopters have been using the platform for over a year and are now expanding its use. Others are concluding their proof of concepts (POCs) and preparing for a larger rollout.
The primary use cases we’re seeing range from automating customer support calls and patient interactions to sales calls, field visit notes, and internal meetings. Enterprises are now embracing generative AI not just for generating content, but for deeply understanding, synthesizing, and transforming vast amounts of communication data.
Key Observations: The "Before and After" of AI Perceptions in Regulated Industries
During my recent meetings, it became clear just how much the perspective on generative AI has shifted. Here’s a quick snapshot of what customers were saying two years ago versus what they are saying now:
The change in narrative is profound: from skepticism to strategic adoption. Enterprises are now eager to partner with us to navigate the complexities of AI implementation, focusing on ROI, security, and the transformation of their business processes.
The Path Forward
The evolution in perspective is not just encouraging—it's a testament to the maturation of Generative AI technology and its acceptance in the enterprise world, especially within regulated industries. Companies are no longer asking if they should adopt Generative AI but how they can do so effectively and securely.
Understanding Enterprise Approaches to GenAI Solutions
An interesting trend we've observed is how enterprise customers categorize their approach to GenAI solutions into three main categories:
- Enhancing Existing Solutions with GenAI Boost (Existing Budget):
- Investing in New Solutions Altogether (New Budget):
- Internal GenAI Deployments (Headcounts):
This categorization reflects a strategic approach, balancing innovation with practicality. It also highlights the importance of flexibility in solutions like auto-MATE, which can fit into any of these categories depending on the enterprise's needs.
Key Takeaways
Here are some essential insights from our discussions:
- Data Synthesis Over Generation: Businesses now recognize that the true power of Generative AI lies in its ability to synthesize data, providing deep insights and understanding, rather than just generating new content.
- Strategic Budgeting: Enterprises are strategically allocating budgets, whether by enhancing existing solutions, investing in new ones, or building internal capabilities, to maximize the benefits of GenAI.
- Security and Compliance: With dedicated Generative AI initiatives within security teams, enterprises are proactively addressing compliance and data privacy concerns.
- Collaborative Implementation: Companies are involving their IT and AI teams to work closely with solution providers, ensuring seamless integration and alignment with internal processes.
- ROI Clarity: There's a stronger focus on quantifying the benefits, be it cost savings or revenue amplification, to justify investments.
- Workforce Development: Instead of fearing job displacement, organizations are exploring ways to enhance their workforce's productivity through AI tools like auto-MATE.
Conclusion
The journey from skepticism to acceptance of Generative AI in regulated industries has been remarkable. This shift is not just about adopting new technology; it's about embracing a new way of thinking—recognizing the potential to transform data into actionable insights, streamline operations, and drive innovation within the bounds of strict regulatory environments.
At Commerce.AI, we're committed to partnering with enterprises on this journey. Whether you're looking to enhance existing solutions, invest in new technologies, or build internal capabilities, we're here to provide the expertise, tools, and support needed to navigate the complexities of Generative AI and unlock its full potential.
