7 Secrets to ‘Keeping it Human’ in an Increasingly AI-Driven World We are surrounded by Artificial Intelligence (AI) everywhere we turn. We see our clients retrofitting it into all aspects of their business and becoming increasingly dependent on AI assistants like Siri and Alexa. As we run our coaching practices, we are bombarded by companies using AI technologies to sell us on their lead generation service or a new shiny toy that we just can’t live without. For all its pros and cons, AI is here to stay. According to a 2017 report from Deloitte on Global Human Capital Trends, 41% of companies reported they have fully implemented or have made significant progress in adopting cognitive AI technologies. Another 34% were in pilots and 17% were ready to manage people, robots and AI systems working side-byside. According to a recent Forbes Article, Chatbot sales have increased by 67% but 87% of consumers still prefer to deal with humans. Coaches from all disciplines are an example of one place where human to human interaction should be the highest priority; yet we all want to benefit from technological advances. So how do you balance the efficiency gains of AI and still maintain the human touch?
Here are 7 things you should consider: Working Faster and Smarter Isn’t Always Better Maintaining a personal connection with every prospect, client and affiliate can be time consuming; but that connection is often your biggest differentiator. Coaches should step away from the machine and focus on that human touch by nurturing and deepening their relationships. While our world is becoming increasingly accepting of AI, there is also a growing mistrust when AI feels too familiar. Don’t compromise the trust your clients have in you by overusing automation. Never Pretend AI is Real In a world full of Autoresponders and Chatbots, it’s becoming increasingly difficult to tell who (or what) you’re interacting with. Don’t leave your people guessing. When you try and pretend your website chat feature, Facebook messenger bot or automated LinkedIn response is a live person, you immediately lose trust and credibility. Instead, add fun language acknowledging your autoresponder.
Treat your chat and messenger Bots like you would a call routing service giving them an opportunity to easily get to a live person. Balance the Personal Touch with On-Demand You can really stand out from the pack when you master the ability to balance your personal touch with the on-demand services people are looking for. If you are a Business Coach, your automation funnel could ask a few questions and decide if they need a coaching program or if they should be directed to your library of ‘Do This – Not That’ scripts and job aids instead. As a Health and Nutrition Coach, you could steer them to your 90day lifestyle coaching plan or a membership program that gives them access to ‘Done for You’ menus. They get the level of help they need and you’re spending your time delivering high ticket services. Treat the Customer Experience and Customer Service Differently While it’s common practice to use AI in all customer interactions, coaches should think differently.
