IT support - With many of the IT support questions that we receive, the answers are already available in our knowledge base, but people often don’t do a great job of finding the answers on their own, so we’re deploying AI. Our AI-empowered automated assistants can read an email inquiry, scan the relevant tickets that have been closed in the past, access the knowledge base, and find an answer. We use thumbs-up or thumbs-down icons to solicit feedback so that the AI program can learn from its mistakes, which do happen. Sometimes the AI program is really wrong. So wrong that you have to laugh. But it’s helping us resolve tickets and we’re getting to the place where it can handle some tickets and close them without human involvement.
Recruiting - Finding and hiring the right people can take a lot of work. We have to deal with hundreds of résumés every time we need to hire someone. It’s a painfully labor-intensive process, but AI can help. We feed a range of data into the AI tool, starting with job titles, lists of required skills, and years of experience. As we use the tool, we keep adding more data and building more complexity. A machine learning algorithm looks for the data sets that we specify as the most important for each specific hiring need and ranks the candidates so that we can start with the best ones first. This helps reduce the risk of losing the opportunity to hire the right person because we’re taking too long to work our way down the list.
Sales - We record and transcribe every sales call made by a member of our staff. We have an AI tool that can review all of those call transcriptions and collect an assortment of data about them. This allows us to look at the behavior traits of our top salespeople and see how we need to coach the others. How much time do you spend on small talk? How do you get the customer to open up? How well
do you listen? Some of this cannot be taught, but some of it definitely can, and we’re helping our people learn how to improve their techniques.
And it turns out that Kingsgate has company in the AI world. McLeod is using AI to power TopMatch, a tool within its Digital Freight Matching strategy. TopMatch helps brokers find the best carrier for a load by developing profiles with multiple criteria and assigning preferences to the characteristics. The tool ranks the carriers based on the profiles and the carriers’ histories. AI plays a role by learning from the history of the loads hauled by various carriers. As the tool is used, more data can be utilized, so its results improve with time.
Once you start understanding the role that AI is playing around us today, you begin to realize that every major industry is already engaged with this powerful technology. Everyone in trucking needs to think about finding ways to adapt to and adopt AI. Carriers and logistics companies are great candidates for AI, because we have so much data. Data is one of our most critical assets, so it only makes sense to find more ways to leverage it.
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