want to interact with us , whether it ’ s over the phone , online , in person or through a distributor , that we have adequate information for the customer , as well as for our own employees at the point of need .” That ’ s the way that the omnichannel experience works : When customers need information , they get it quickly and efficiently .
Using AI and analytics for business and operational insights Despite its openness to automation , Big Ass Fans has not yet started to delve into the AI space .
“ To really leverage AI to its fullest potential , you have to have really clean data underneath ,” Eubank explains . “ I think that while there ’ s a lot of talk about AI , there are probably not a tonne of companies who have their data in the right architecture to fully leverage AI solutions yet .”
Big Ass Fans is taking the time to get its underlying core accurate and integrated so that it has layers of data readiness and integration before moving into the AI space . Previously , Eubank improved call centres and the introduction of chatbots posed a similar challenge to unleash their full potential .
“ Everybody wanted to have a chatbot , but when they started trialling chatbots , businesses then realised just how much effort it takes to get the right answer out of the chatbot . At the time , you had to have human beings , sitting there , teaching the chatbot what the right answers were . Then you had to have the data in the right format for the chatbot to grab it and respond properly .”
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