Assertion Not checkable as stated
Bates: Genesys sees no seat contraction from AI
“We don't even see any contraction in seats. We see AI as a tailwind, like every one of the sort of, the narratives you hear aren't coming to pass.”
Prediction Not checkable as stated
Bates: AI won't fundamentally change business models, only interaction fluidity
“The business model itself won't fundamentally change. The fluidity of how you interact with it will.”
Opinion
Bates: Companies are already prepared to handle consumer bot swarms
“As you think about in many, many ways, I mean, people have been combating bots that are, you know, coming in and just swarming social media networks just to kind of make sure they get enough click throughs and so on. So I think companies are ready for that, th…”
Insight
Bates: Personalization requires individual intent understanding, not demographic targeting
“Personalization is not targeting. And that's kind of like in the ad tech world is like, well, we'd create personas. That's not personalization. That's taking a group and treating them the same way. Personalization is understanding Why you want something, and g…”
Prediction Not checkable as stated
Bates: Hybrid AI-human workforces will persist for a very long time
“I really see this idea of a hybrid workforce where you're upskilling your workforce will exist I mean, it depends on our time frame, but for a very, very long time.”
Opinion
Bates: Enterprise software AI disruption is a win-win market
“This is a winner's winner's market, not a winner's loser's market. And I just think that this idea that You know, it's a simple, it's an easy narrative. People love winners, losers. They love to think about massive disruptive shifts, or so, you know, tectonic …”
Insight
Bates: Consumers measure every brand against their best experience ever
“We're going to measure every company by the best possible experience that we've had.”
Insight
Bates: Companies must onboard and manage AI like human workers
“The way that folks need to think about it inside their businesses is that it's one talent system. It's one set of resources. You have to onboard the AI in the same way you do an information worker. You need to performance manage the AI in the same way you do a…”
Insight
Bates: Conversational AI interfaces are currently in their MS-DOS moment
“I feel like on the user interface side of where we are we're kind of in our MS-DOS moment right now. We haven't had our Windows moment, and I don't think that it's necessarily going to be a Windows interface, but typing into a chatbot or talking into a chatbot…”
Prediction Not checkable as stated
Bates: Personal AI agents will score businesses using learned user preferences
“As your own AI is learning more and more of your preferences, it's going to use that as part of its scoring.”
Assertion Partly supported
Bates: 30% of consumers will leave a brand after one bad experience
“We do a survey every year. We go out to consumers, not to our com, our customers, and just say, you know, how do you feel about customer experience? And 30% of those consumers said, I will leave that brand if I have one bad experience.”
Tony Bates