In case you missed it (somehow), Generative AI has taken the world by storm. In the realm of B2B software, Gen AI holds immense potential to transform the way companies interact with their customers, stakeholders, and users—and even the way companies develop products.
We spoke to our own SVP of Product at Gainsight, Denise Stokowski, to get her insights as a SaaS leader on the front lines of Gen-AI-driven innovation. “What excites me about some of the latest breakthroughs maybe is mostly the pace, just literally how fast things are happening,” says Stokowski.
Let’s dive into Stokowski’s thoughts on Gen AI in 2024.
The Changing Dynamics of B2B Software
According to Stokowski, Gen AI has the potential to completely transform the way users interact with software. She envisions a future where conversational interfaces, such as chatbots, become the norm, providing users with personalized assistance and insights. This shift in user experience is expected to enhance productivity and efficiency in the workplace.
However, Stokowski also highlights the importance of maintaining the human element in B2B relationships. While AI can augment decision-making processes, human judgment, intuition, and experience still play a crucial role. Both vendors and stakeholders need to recognize and value of this human touch in order to foster successful partnerships.
Stokowski continues:
“And AI can really help you take away some of the stuff that just takes time but is not particularly sort of creative and innovative, which I still believe we as humans are better at doing emotionally, connecting with people, building those relationships, building trust, going beyond sometimes the problem that’s obvious and that’s what we’re trying to free ourselves to have time and thought space to be able to do that and AI can take some of this other burden off of us so it can really just help us be better at what we do.”
Ethical Considerations in AI Implementation
As AI becomes more prevalent in B2B software, it’s essential to address ethical considerations. Stokowski emphasizes two key areas of concern: privacy and bias protection.
Companies must prioritize the protection of personal and confidential information, ensuring that AI systems do not compromise privacy within organizations. Additionally, bias protection is crucial to prevent AI systems from perpetuating discriminatory practices.
Stokowski highlights the need for guidelines and guardrails in the development and implementation of AI models to mitigate biases. “There needs to be some guidelines and some kind of guardrails on that,” she says. These ethical considerations are central to our current AI roadmap at Gainsight.
The Exciting Opportunities of AI in B2B Software
Stokowski expresses her excitement about the rapid pace of AI advancements. The ability to leverage generative AI to synthesize and filter the overwhelming influx of information holds great promise.
“I think a huge opportunity that generative AI gives us in just getting some sanity out of that crazy noise of inputs,” Stokowski says. She continues that Ai allows us to “not tax our brains all the time to synthesize, doing that step automatically for us, so that we’re focusing more on what’s really relevant.” At Gainsight, for example, we’ve developed a Gen-AI-powered feature, Cheat Sheet, that can synthesize rich data like call notes and provide a summary. We think this is a powerful application of the technology for Customer Success (CS) teams, especially.
Cheat Sheet is only the beginning, though. By automating certain tasks and streamlining workflows, AI can help professionals focus on what truly matters, ultimately enhancing productivity and reducing cognitive overload. Stokowski also emphasizes the value of domain-specific AI solutions. By tailoring AI capabilities to specific industries and job functions, B2B software providers can deliver more relevant and purposeful AI assistance. This approach ensures that AI aligns with the unique needs and challenges faced by users in their respective domains.
The Empowerment of Non-Experts in AI Development
One of the most exciting aspects of AI in B2B software is the democratization of its development. Stokowski highlights how individuals without a background in data science or engineering can now create custom AI models to address specific business needs. This ease of use and accessibility empowers non-experts to deliver valuable solutions in a short period of time.
“Now people that aren’t from a background in data science, they’re not necessarily developers or engineers, are able to deliver things of amazing value in a very short period of time,” she says.
Final Thoughts on Gen AI for SaaS in 2024
The transformative power of AI in B2B software is undeniable. From revolutionizing user interactions to streamlining workflows and enhancing productivity, AI holds immense potential to reshape the way businesses operate. However, ethical considerations, such as privacy protection and bias mitigation, must be at the forefront of AI implementation.
As B2B software providers continue to leverage AI capabilities, it’s crucial to strike a balance between the power of AI and the human touch. By recognizing the value of human judgment and experience, while harnessing the efficiency and insights provided by AI, businesses can unlock new levels of success in the digital era. Stokowski says, “AI can really help you take away some of the stuff that just takes time, but is not particularly creative and innovative …. I still believe we as humans are better at connecting with people, building those relationships, building trust.”
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Are you ready to take your work to the next level with Gen AI tools that wildly increase your team’s efficiency and efficacy? Learn how you can Unleash the Power of AI with Gainsight today.
