Primary Growth Pillar: AI & Automation

AI is not here to replace people — it removes repetitive work so your team can focus on real relationships.

Colin Mackenzie helps businesses use AI and automation to improve customer experience without losing trust, privacy, or the human touch.

In this episode of Knack 4 Business (Season 4, Episode 17), host Bernie Franzgrote and co-host Wayne Pratt sit down with Colin to answer a big question:

How can you use artificial intelligence in business without sounding robotic or losing customer trust?

Colin explains that AI is not magic. It is math, data, and models. Used the right way, generative AI and large language models can automate FAQs, scheduling, and contact center tasks—while humans handle empathy, trust, and complex conversations.

Key topics covered:

• Generative AI in customer service
• Agentic AI workflows that finish tasks end-to-end
• Retrieval-Augmented Generation (RAG) explained simply
• AI guardrails to reduce hallucinations and bias
• Data sovereignty, compliance, and privacy
• On-device AI vs cloud AI
• How to implement AI in business responsibly

Who this podcast is for:
Startup founders, solopreneurs, scaling business owners, operations leaders, and IT decision-makers exploring AI & automation.

What you’ll gain:
Actionable AI implementation ideas, clear explanations you can repeat to your team, and practical steps to improve customer experience while protecting trust.

Watch / read:

• Watch on YouTube
• Read the article on Ghost

Guest link:

• Connect with Colin Mackenzie (LinkedIn)

Sponsors:

• Grow systems + community with Canada Growth Network
• Upgrade your site with Notionhive
• Find real connections with East Trade Winds

With thanks to:

• Carl Richards at Podcast Solutions Made Simple
• Fred Crouch from The Property Wizard
• Jovan Strika from @Hive Coworking
• Melanie Webber

Read more on Ghost, then comment with your biggest AI question. You can also connect with Colin or message us at [email protected] . For more episodes and tools, visit Knack 4 Business and subscribe.

Disclaimer: Please note that the Knack 4 Business podcast episodes are meant solely for educational and general informational purposes. The information and opinions contained within are not intended to be professional advice on any subject matter. The thoughts, views, and opinions expressed by the participants are their own beliefs and do not represent the views of the podcast hosts or any affiliated organizations.

It is important to note that this podcast is not a replacement for consulting with certified experts in your area who possess knowledge of your unique situation. The hosts of the podcast, along with any participants or affiliated groups, do not take responsibility for any actions taken or not taken based on the information presented in this episode.

It is highly recommended that individuals seek guidance from their advisors in fields such as accounting, law, or other pertinent areas prior to undertaking any actions or making decisions that may impact their financial, legal, or other aspects of life.

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