Should We Deploy a Gen AI Salesbot? (HBR Case Study)

Should We Deploy a Gen AI Salesbot? (HBR Case Study)

This Harvard Business Review (HBR) case study, published on October 31, 2024, by Jill Avery and Thomas Steenburgh, explores the strategic dilemma faced by CEO Jeannie Weiss of PulsePoint, a digital marketing firm. The case study, identified by product number R2406X, details Weiss's excitement about implementing Generative AI (Gen AI) for a cutting-edge salesbot, aiming to shrink staff while enhancing client service and personalization.

The Dilemma

Despite the potential benefits, Weiss encounters significant reservations from two of her top executives and her biggest customer. This creates a critical decision point: proceed with the AI implementation and risk alienating key stakeholders, or delay the project and risk competitors gaining a substantial lead in Gen AI adoption.

Case Study Details

• Title: Should We Deploy a Gen AI Salesbot? (HBR Case Study)
• Product Number: R2406X
• Authors: Jill Avery, Thomas Steenburgh
• Publication Date: October 31, 2024
• Price: $11.95 (USD)
• Formats Available: PDF, Audio MP3, Audio M4A, Audio CDROM, Audio Cassette, Bundle, DVD, Event Live Conference, Event Virtual Conference, Word Document, Electronic Book, Enhanced Electronic Book, ePub, Financial, Ebook, Hardcover/Hardcopy, Hardcover/Hardcopy (Color), Hardcover/Hardcopy (B&W), Web Based HTML, Kit, License, Magazine, Mobi, Multimedia CDROM, Multimedia Windows Media, Paperback Book, Paperback/Softbound, Paperback/Softbound (Color), Paperback/Softbound (B&W), Registration Fee, Short Run, Subscription, Service, Video CDROM, Video DVD, Video Flash, Video VHS (NTSC), Video VHS (PAL), Video Real Player, Microsoft Excel Spreadsheet, XML, Zip File.
• Languages Available: English, Spanish, Chinese, Danish, French, German, Japanese, Portuguese, Polish, Russian, Slovak, Traditional Chinese.
• Related Topics: Generative AI, AI and machine learning, Sales, Customer service.

Product Description

CEO Jeannie Weiss is eager to leverage Gen AI's capabilities at her digital marketing firm, PulsePoint. A new salesbot promises greater efficiency and personalized client service, potentially reducing staff. However, internal executives and a major client express concerns. The case study prompts readers to consider the strategic implications of AI adoption, the challenges of managing stakeholder expectations, and the competitive pressures in the rapidly evolving AI landscape.

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