PRODUCTEA with Leah, Growth & Senior Leadership

62: Kieran Flanagan: The state of AI in 2024 in Tech

13 snips

Jun 16, 2024

Kieran Flanagan, SVP Marketing at Hubspot discusses the practical use of AI in tech, emphasizing the importance of human collaboration with AI. Topics include AI in strategy, user interfaces, customer service, and the challenges of leveraging AI in marketing. Key takeaways: AI requires human input for optimal results, can improve interactions but may lead to isolation, and marketers need a deep understanding of their business before implementing AI.

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INSIGHT

AI Reflects Your Knowledge And Prompts

AI's output mirrors the user's knowledge and prompting skill rather than magically creating strategy.
You must teach the model what good looks like to get strategic, useful outputs.

INSIGHT

AI-Driven Companionship Networks

AI characters and companions will create new, tailored social networks blending humans and avatars.
Companionship use cases will surge, especially for isolated demographics.

ANECDOTE

Seamless Travel Chatbot Experience

Leah described a seamless airline chatbot rebooking her cancelled flight while abroad.
She preferred the AI agent because it gave options and removed friction from the experience.

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Summary

In the second conversation with Kieran Flanagan, SVP Marketing at Hubspot we talk about how we see AI really being used in tech and not just being a flashy thing you use once. From Sales, to Marketing to Product. Where are we today and where is all of this going?

The conversation explores the role of AI in strategy, the potential for AI-driven social networks, the impact of AI on user interfaces and customer service, the importance of data in AI tools, and the need for iterative refinement when using AI.

Takeaways

AI can assist in strategy, but it requires human knowledge and the ability to ask for specific output.
AI can improve user interfaces and customer service, but there is a risk of increased isolation and loneliness.
Marketers and business leaders need to have a deep understanding of their own business before leveraging AI.
Challenges and limitations of AI include the need for large datasets and the resistance to adopting new software in sales.

Sound Bites

"It’s not that AI cannot do strategy. You can't do strategy. You don't actually know how to talk to the AI and give it instructions in a way that would actually be helpful towards building a strategy."
"AI can do a better job than nothing for people who are missing companionship, for people who feel like they are isolated, for people who just crave someone to be there at all times and talk to."
"You give AI context, you teach it what good looks like before you use it productively."

Chapters

03:04 The Potential for AI-Driven Social Networks

05:59 AI and the Evolution of User Interfaces and Customer Service

08:52 The Importance of Data in AI Tools

14:17 The Limitations of AI in Understanding Context and Reasoning

31:12 Optimizing Workflows and Efficiency with AI

34:28 Enhancing Lead Generation and Conversion with AI

38:41 Improving the Customer Onboarding Experience with AI

44:26 Challenges and Limitations of AI in Sales

50:38 Using AI to Solve Real Problems and Create Value

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