AI is breaking the traditional sales vs support team divide
“And by the way, I think that the the, the near assurance story of a lot of voice, I know we talked about support.”
Voice agents are so powerful. And by the way, I think that the the, the near assurance story of a lot of voice, I know we talked about support. You talked about sort of customer support. That's interesting. But the more interesting thing is why is support an isolated function? Why is it and let's go through it. It's you typically have had sales, support, operations, and collections. Now who is the person that's really good at customer support, empathetic, they're a listener, they really understand the product well. Who is really good at sales? They're more of a yapper. They're a talker. They're high energy. They're very charismatic. You know, they're sort of good at the upsell. They're always in a good mood. You've got these two different human archetypes for these two different roles. We've typically organized the enterprise around these two archetypes. Right? But now the models can be either of those people at any time. So the most sophisticated companies are starting to take support, sales, collections, operations,
About this clip
Anish Acharya explains how AI voice agents are fundamentally changing enterprise organization by eliminating the need for separate sales and support teams. He argues that while humans are typically either good at empathetic support or charismatic sales, AI models can seamlessly switch between these roles, leading sophisticated companies to consolidate these traditionally separate functions.
Why this clip
This offers a fresh perspective on how AI will restructure fundamental business operations beyond just automating tasks.
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Anish Acharya
1 appearance · 6 clips
What they said next
You have to be a little bit irrationally optimistic to do it. You also have to be irrationally interested in the domain because these things get hot and cold all the time. That authenticity - sometimes really well intentioned people have a reason that they're building their company other than authentic connection to the problem. That's a setup for promiscuity.
49:39 - 33s · Practical Framework
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