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By: Kathy Kent Toney, CEO & Founder, Kent Solutions  When most people hear “chatbot,” they think of a little pop-up box in the corner of a website—something that answers a few preset questions and then hands you off to a human. Useful? Sometimes. Intelligent? Not really. AI agents are a different story. While chatbots operate based on scripts and decision trees, AI agents think, adapt, and act based on goals, inputs, and changing contexts. They don’t just respond—they interpret, decide, and take action. Instead of asking the same question three different ways to get the correct answer, users interact with an AI agent that understands intent, context, and the next best step. Let’s break it down even further. Chatbots are:
In contrast, AI agents are:
For instance, a chatbot might respond to a query about availability with a link to your calendar. An AI agent, on the other hand, would not just provide a link but also check your availability, suggest the best times, book the meeting, and send a confirmation email—all without additional prompts. This level of convenience and capability sets AI agents apart, making them a powerful tool for any business. AI agents reduce manual work, increase consistency, and scale personalized engagement in a way chatbots never could. They serve as intelligent extensions of your team, automating processes that previously required human involvement—without sacrificing quality or responsiveness. You can tailor AI agents to fit your business needs, whether you work in marketing, operations, or customer service. And with today’s low-code platforms, which are software development platforms that allow you to build applications with minimal hand-coding, you don’t need a tech team to get started. # # # One thing I love doing is creating freebies for anyone who reads my blogs and posts. So, you are in luck today! I'm not providing just one, but all of them! 📥My Resource Library has a ton of tools, checklists, and assessments that help you get started with AI and automation. Such a deal!
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By: Kathy Kent Toney, CEO & Founder of Kent Solutions  Image by Carl Heyerdahl on Unsplash Imagine a world where mundane tasks are no longer a burden, freeing your team to focus on what truly matters and to do more in less time. Doesn't that sound liberating? Welcome to the era of intelligent bots! In today's fast-paced business landscape, intelligent bots are becoming indispensable allies. These automated tools, unlike simple chatbots, learn from interactions and adapt to provide better service over time. This adaptability highlights their potential to make operations smoother and more efficient. What is a Bot? Intelligent bots are advanced software applications that utilize artificial intelligence (AI) and machine learning to perform tasks and interact with users in a human-like manner. Unlike traditional bots that follow predefined scripts, intelligent bots learn from past interactions, adapt to user preferences, and manage complex queries. They provide personalized responses and improve over time. They are commonly used in customer service, sales, and various operational functions to enhance efficiency and user experience. If you're hesitant about considering them for your business, let me assure you that they can significantly improve your operations. Let's explore the key benefits. Key Benefits of Using Intelligent Bots Increased Efficiency One of the biggest perks of intelligent bots is how they streamline operations. By automating repetitive tasks that consume hours, businesses can save valuable time. Customer service reps no longer need to answer the same questions repeatedly; instead, they can focus on more complex issues that require a human touch, such as resolving unique customer complaints or providing tailored advice. Enhanced Customer Experience Intelligent bots can supercharge customer satisfaction. With their 24/7 availability, they provide instant responses, ensuring customers never feel left hanging. This capability reassures you of their ability to meet your customers' needs at any time. Cost Reduction Let's talk dollars and cents. Intelligent bots can help businesses cut costs significantly. By taking over routine tasks, companies can rely less on extensive human resources, allowing for more effective budget allocation. This boost in productivity means teams can achieve more with fewer resources, driving up profitability. Real-World Applications of Intelligent Bots The applications for intelligent bots are virtually endless! In customer support, they manage inquiries around the clock, providing quick resolutions and freeing human agents for more intricate tasks. In sales and marketing, bots nurture leads through personalized communication, guiding potential customers on their journey. They also streamline internal operations, assisting with HR functions and data management—making everything run like a well-oiled machine. Did you know that they can even manage your inbox? That sounds pretty amazing, right? Overcoming Challenges Of course, challenges exist. Businesses must address concerns like data privacy and how well bots integrate with existing systems. However, with solid planning and robust security measures, these hurdles can be cleared, paving the way for successful bot deployment. The transformative power of intelligent bots is undeniable. By enhancing efficiency, elevating customer experiences, and reducing costs, these tools are reshaping the future of business operations. Speaking of reshaping operations, I'm excited to announce that I now offer programmable intelligent bots for my clients. Are you intrigued by how they can revolutionize your business? Then, book a free consultation and take the first step toward more innovative operations! P.S. Stay tuned next week—I have some more exciting news to announce! By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions  Image by creativeart on Freepik Many companies' innovation efforts often fail to thrive amidst superior competitive offerings in today's competitive marketplace. If this sounds familiar, here are seven tips to help your organization to become more innovative. 1. Choose and Commit to an Innovation Path There are three types of innovation: Product, Process, and Business Model. "Process" is the least sexy of the three but is the easiest to tackle first and can reap great dividends. It can range from updating a cumbersome sales process to revamping your assembly line. Such improvements can immediately capture benefits in speed-to-market and increased profitability. Here's a great article that explains these concepts in greater detail. 2. Plan for Innovation As we all know, unless you plan to do something, it most likely won't happen. Think about including targets for new products and services in your business plan. Make innovation a part of everyone's yearly goals. It's well-known that if you don't measure it, it most likely won't happen. 3. Mobilize Your Employees Try the following ideas to spark innovation with your most valued resource! Be Approachable & Accessible For your employees to be genuinely innovative, senior leaders and managers must regularly interact with their teams. Being approachable and accessible makes all the difference in the world. Inspire your Employees to Dream What does innovation look like to your employees? Inspire a culture of openness to new ideas. Make Innovation the Norm Take it one step further—let workers know how much you value their ideas. Make innovation a part of your company values. Talk it up during staff get-togethers. Hold regular ideation sessions. Reward Innovative Ideas Take it up one more notch--reward, not just recognize, employees for innovative ideas. Allow for More Margin One great way to reward employees who deserve their own category is by allowing more time for creative thinking. 4. Gather Feedback from Your Customers There are many ways to do this. Here are a few tips:
5. Collaborate Is there another company you can collaborate with that provides excellent synergy? You can go where you can't go alone through such a partnership. It's essential, however, to have a similar philosophy to go along with different skills. 6. Minimize or Maximize If something is a standard in the industry, try minimizing or maximizing it. Starbucks maximized price and customer experience. Southwest minimized standard offerings, like serving meals. At the same time, they maximized customer service. It is better to be different than to be better. 7. Bring in Outside Help If your company needs increased bandwidth, contract with someone for identified projects, or if you need help to determine where to start, think about bringing someone in who is skilled in innovation consulting. # # # What innovation efforts have worked for you? I'd love to hear what has helped your company to be more innovative! Or, if you're currently experiencing problems in this area, I'd love to brainstorm some ideas of where you could improve your profitability and increase innovation. Click the button below to schedule a time, and we'll get something on the calendar! By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions  Image by Waewkidja on Freepik Many business leaders face the challenge of keeping their employees engaged and enthusiastic. One excellent method is to foster creativity among your employees. Doing so can lead to innovative ideas and solutions. Here are five strategies to spark creativity within your team: 1. Provide Autonomy and Ownership Give employees the freedom to take ownership of their projects and tasks. When individuals feel a sense of autonomy, they are more likely to explore unique and creative approaches to problem-solving. Allow them to make decisions, set goals, and experiment with strategies. 2. Encourage Open Communication Create an environment where open and non-judgmental communication is valued. Encourage employees to freely share their thoughts, ideas, and feedback without fear of criticism. Regular team meetings, brainstorming sessions, and idea-sharing platforms can facilitate open discussions and the exchange of creative insights. 3. Challenge Assumptions Encourage employees to question assumptions and look at problems from different angles. Create a culture where asking "why" and challenging the status quo is welcomed. Doing so can lead to breakthroughs and innovative solutions that might not otherwise happen. 4. Embrace Diverse Perspectives Foster a culture that values diversity in all its forms. When individuals with different backgrounds, experiences, and viewpoints collaborate, it can lead to the generation of innovative ideas. Encourage diverse teams and create an inclusive atmosphere where everyone's input is respected and appreciated. 5. Provide Time for Exploration Dedicate specific time for employees to engage in creative activities unrelated to their usual tasks, such as "innovation time," hackathons, or creative challenges. Allowing employees to explore hobbies, side projects, or areas of personal interest can stimulate their creativity and lead to unexpected breakthroughs. 6. Encourage Breaks and Downtime Recognize the importance of breaks and downtime in the creative process. Encourage employees to step away from their workstations, go for walks, or engage in activities that help them relax and recharge. Creative ideas often emerge when the mind has space to wander. 7. Recognize and Reward Creativity Acknowledge and reward creative efforts and outcomes. Appreciation can occur through formal recognition programs, incentives, or simply acknowledging and celebrating employees' creative contributions in team meetings. Remember that fostering creativity requires a supportive and encouraging environment. By implementing these strategies, you can help your employees tap into their creative potential, leading to innovative ideas that benefit both the individual and the organization. An added bonus is that your employees will love it! # # # Speaking of innovation, what has worked in your company for sparking creativity? What has been your track record in this area? I'd love to hear what's worked for you! And if you're currently experiencing challenges in this area, I'd love to brainstorm ideas about how you could improve your innovation efforts. Click the button below to schedule a chat! By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions  Image by creativeart on Freepik Don't you love those conversations with friends that help create connections between nebulous thoughts that swirl around in your brain and succinctly summarize their meaning? Well, I had one of those conversations a while back. This friend of mine said one thing that has stuck with me. She put words to my life's mission into one sentence: Kathy, you're all about helping people become the best versions of themselves. Wow, she hit the nail on the head. I really couldn't say it better myself! As a certified life coach, I love to help people step into all the good life has in store. I'm also involved in prison ministry. As a worship leader, I can lead the inmate band at our monthly worship services. The men we work with appreciate what we do for them. Knowing I make a difference in people's lives makes my heart sing! So, why am I sharing this with you? Well, it translates well into my passion for work. I'm all about helping businesses become the best that they can be! The primary way I do that is through business transformation. Streamlining operations or undertaking projects to improve your business can result in a healthier bottom line. And that leads to the tagline for my business: I help organizations become profitable beyond their imagination! I do this through the following approaches:
The one service offering I'm most excited about is project management. I use my project management skills to run all kinds of initiatives: process improvement, IT, product development, and customer experience, to name a few. And I've experienced some great results! Scrum Project:
Voice of the Customer:
Sales Process:
For all these reasons listed above, I'm passionate about what I do—helping businesses become the best that they can be! So, that's enough about me. I'd love to find out more about what you do! Are you facing any challenges in your business? I'd love to hop on a Zoom or phone call to brainstorm some solutions with you—for free! If that sounds good, click the button below to schedule a time for us to talk. By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions  Image by Freepik As a business leader, have you ever experienced significant shortfalls with your customers that resulted in poor reviews or lost business? If this rings true for you, there is a solution that can prevent this from happening again—Voice of the Customer (VOC). It’s an invaluable tool for any business leader’s toolbox! Here's a great example of how one of my amazing clients turned a potentially harmful situation into a multi-million dollar outcome using VOC. The Problem This local manufacturer didn't have a standard process for gathering customer requirements to ensure proper incorporation before new product development efforts started nor to monitor them continually during the process. This problem became very evident when the following scenario happened. My client had recently established an innovation arm of their business for developing smart technology products. One day, they called upon an electrical contractor to install a prototype of their first new innovative product at a work site. Much to my client's chagrin, the contractor informed them that they had made a massive mistake in the housing of the product, making it non-functional in its current state. This mistake could have caused ALL kinds of serious issues, especially if they had to go back through a lengthy UL approval process. Thankfully, that wasn't the case! The Solution That's when the CEO decided to bring me in to develop a new approach they could integrate into their product development process. We got right to work! I teamed with them to create "how-to kits" for each different VOC type: surveys, focus groups, and customer visits, to name a few. Then we integrated the how-to kits into different phases of their product development process. That way, end users would know how to gather customer feedback at the correct times and places. Not only that, the process helped to ensure they incorporated that feedback into developing products. The Results The outcome was excellent! The first new product that used the VOC process experienced the following:
My client has been thrilled with the results! Another great thing about this process is that it's a drop-in system that can be easily adapted to other product development processes and even works for service delivery models. This aspect can benefit a company, allowing quicker and less costly implementations. And when it comes to process deployments, who doesn't want that? # # # As a "thank you" for reading my blog, here's a freebie I'd like to share with those of you who develop products—a Product Development Checklist. If you're new in this space, it can start you down the road of creating such a process or help you improve the one you already have. If you have a mature approach, feel free to adapt any new insights to improve your current process. Either way, I'd love to have you check it out! Just click the button below to download it. By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions  Image by rawpixels.com on Freepik Many companies' big ideas are often lost in a sea of competitive offerings that outperform them in the market. If that's you, here are seven tips to help your organization become more innovative. 1. Choose and Commit to an Innovation Path There are three types of innovation: Product, Process, and Business Model. Process is the least sexy of the three but is the easiest to tackle first and can reap great dividends. It can range from updating a cumbersome sales process to revamping your assembly line. Such improvements can immediately capture benefits in speed-to-market and increased profitability. Here's a great article that explains these concepts in greater detail. 2. Plan for Innovation As we all know, unless you plan to do something, it most likely won't happen. Think about including targets for new products and services in your business plan. Make innovation a part of everyone's yearly goals. It's well-known that if you don't measure it, it most likely won't happen. 3. Mobilize Your Employees Try the following ideas to spark innovation with your most valued resource! Be Approachable & Accessible For your employees to be genuinely innovative, senior leaders and managers must regularly interact with their teams. Being approachable and accessible makes all the difference in the world. Inspire your Employees to Dream What does innovation look like to your employees? Inspire a culture of openness to new ideas. Make Innovation the Norm Take it one step further—let workers know how much you value their ideas. Make innovation a part of your company values. Talk it up during staff get-togethers. Hold regular ideation sessions. Reward Innovative Ideas Take it up one more notch--reward, not just recognize, employees for innovative ideas. Allow for More Margin One great way to reward employees that deserves its own category is by allowing more time for creative thinking. 4. Gather Feedback from Your Customers There are many ways to do this: listen to customer complaints, interview/survey them, run a contest for new product ideas, or monitor social media posts. Then consolidate feedback as a basis for your innovation efforts. Most importantly, act on what you discover! 5. Collaborate Is there another company you can collaborate with that provides excellent synergy? You can go where you can't go alone through such a partnership. It's essential, however, to have a similar philosophy to go along with different skills. 6. Minimize or Maximize If something is a standard in the industry, try minimizing or maximizing it. Starbucks maximized price and customer experience. Southwest minimized standard offerings, like serving meals. At the same time, they maximized customer service. It is better to be different than to be better. 7. Bring in Outside Help If your company needs increased bandwidth, contract with someone for identified projects, or if you need help to determine where to start, think about bringing someone in who is skilled in innovation consulting. What innovation efforts have worked for you? I'd love to hear what has helped your company to be more innovative! Or, if you're currently experiencing problems in this area, I'd love to brainstorm some ideas of where you could improve your profitability and increase innovation. Click the button below to schedule a time, and we'll get something on the calendar! |
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