Using AI at Work 60: Using AI to Drive Organizational Change with Sara Flowers
Bots Transform Client Operations
- Sara Flowers uses custom bots for every client use case, including marketing, project management, and customer service.
- For example, she analyzed Trello boards to generate a 34-page report highlighting issues with an inventory vendor.
How AI Transformed Customer Service from Chaos to Control in Just One Week
Sara Flowers shares a powerful case study of using AI to revolutionize a customer service department struggling with a backlog of 6,500 tickets.
By implementing Ada, an enterprise AI chatbot, they reduced the ticket backlog to zero in just five days and improved key performance metrics significantly, such as a 43% average response rate surpassing the 30% target and a 63% containment rate outperforming the industry median of 34%—all within two months.
This transformation also led to no chargebacks, no negative BBB reviews, and a major morale boost, including a leadership change driven by the positive impact of AI.
Sara emphasizes the importance of transparent change management to help a workforce, many of whom were older and initially apprehensive, embrace AI as a productivity and innovation partner, not a job threat.
The rollout took about 90 days from problem identification to AI deployment, highlighting the deliberate but worthwhile process to achieve measurable ROI.
Ada AI Slashes Customer Service Tickets
- Deploying Ada in customer service reduced a 6,500-ticket backlog to zero within one week.
- This drastically improved customer experience with no chargebacks or negative BBB reviews.