“Only those who have a clear problem to solve can benefit from artificial intelligence,” says MRV
The podcast discusses the evolution of artificial intelligence (AI) within the context of business, particularly focusing on the experiences of MRV, a major Brazilian construction company. The speaker highlights the distinction between two types of companies in the AI movement: those that engage with AI to solve specific problems and those that merely follow trends as a fad. The former is more likely to see positive outcomes and growth cycles. The conversation transitions to how AI, specifically generative AI, has been integrated into MRV's processes, enhancing customer service and partner relationships. The guest, Reinaldo Sima, shares that MRV has utilized AI since around 2009, initially in online sales. He explains that the pandemic accelerated the shift to digital channels, increasing reliance on AI for customer interactions. The introduction of a generative AI tool, which improved the speed and quality of customer service and training, marked a significant transformation for the company. This evolution in AI applications is compared to the historical impact of the internet, suggesting that the true potential of generative AI is yet to be fully realized. Overall, the discussion emphasizes the importance of leveraging technology to improve customer experience and business efficiency.