In this Performance Commerce Minute, Eric Fournier, Technology Director, walks us through how Smith’s managed services team is leveraging AI while keeping people central to the process.
Transcript:
00:13 – I lead the technical account managers on our managed services team, and the way we’re using AI is changing how we work for our teams and for our clients.
00:23 – The idea is simple. AI enables us to automate repetitive manual tasks while allowing the team to focus on what really matters.
00:31 – This means understanding our clients’ operations, proactively anticipating their needs, and being true partners in their success.
00:42 – How we’re already using AI tools ranges from drafting weekly status reports and preparing pre-scrum agendas to generating daily project digests, always with people embedded in the process to validate the outputs.
00:58 – AI isn’t replacing relationships. It’s creating more room for them. Our team spends less time on administrative tasks and more time having the right conversations with the right people.
1:09 – And that’s the shift. From reactive to proactive, from admin to advisory. AI isn’t making us less human with our clients. It’s giving us more room to be human.