Every company has a breaking point. A moment when an organization realizes it is overwhelmed by an avalanche of inbound calls and emails that bombard personnel with the same rudimentary questions over -and over again. It’s a vexing problem that resembles a scene from Groundhog Day, where team members feel as if they are constantly reliving the same day. But what if there was an easy data-powered solution to this problem? David Karandish is the CEO of Capacity, a company on a mission to solve those pain points through the power of A.I. On this episode of IT Visionaries, David details how the Capacity platform is eliminating common issues by using conversational intelligence and he explains why not all chatbots are serviceable. 

Key Takeaways

• Does Not Compute: Not enough companies are using full-fledged platforms for their A.I. needs. When companies rely on single-use chatbots, those services are not able to escalate conversations to the next level. Instead, there is forced human interaction that otherwise is not needed with conversational intelligence.
• Build vs. Buy: When embarking on a digital transformation, the first question should always be if you should build your own software or simply buy an out-of-the-box solution If the software is not core to your business, don’t invest resources into it.
• Evolution of A.I.: The next step for A.I. is to become less reactive and more proactive. As more companies begin to utilize A.I. technologies, the wealth of data produced will continue to grow. Over the next few years, A.I. can go from simply answering questions, to being able to solve tasks for users.

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IT Visionaries is brought to you by the Salesforce Customer 360 Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

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