The Power of Partner Conversations with Mykola Sochynskyi
Having operated in the European tech-sector for over a decade and now working with some of the largest enterprise organisations on the planet, Mykola Sochynskyi has a unique insight into how AI has developed across the tech-sector and how Conversational AI, Conversational Customer Experiences and Automation are set to define the future of consumer engagement, workforce management and digital transformation.
Artificial Solutions recently announced that Mykola (Myko) had moved into a new role as its Global Partner Manager following a sustained period of success since joining the company in January 2021, with his understanding of key trends and ability to develop relationships key to his success.
“I have had a lot of fun in the CAI space over the past few years and I’m enjoying being part of the Artificial Solutions team. I came on board because of the strong relationships I already had with the likes of Per Ottosson (CEO) and Marie Angselius-Schönbeck (CMO) who I had worked with in my previous position.”
“I believe that 80% of our revenue will be generated via partnerships in the future as this is a sector and technology that relies heavily on collaboration and a multidisciplinary approach. Our SaaS platform, Teneo is beyond imaginable when it comes to its capabilities for building conversational solutions, so I’m really excited about the possibilities offered by this new role.”
Mykola Sochynskyi, Global Partner Manager (left) Joel Plazzotta, Director of Strategic Partnerships (right)
Conversational AI (CAI), specifically refers to the technology that drives intelligent virtual assistants, chatbots, conversational IVRs as well as technology behind the well-known voice assistants created by the likes of Google, Apple and Amazon.
The proliferation of this technology is only growing and according to Accenture, 56% of companies state that CAI is driving disruption in their industry, with a further 43% reporting that their competitors are already in the process of implementing chat technology.
According to Myko, this rapid change has been accelerated by the COVID-19 pandemic and further fueled by ‘The Great Resignation’.
“Before the pandemic, there was always conversations around how automation would be responsible for the loss of millions of jobs in the future, and that a major crisis would be caused by the technology. But the opposite has actually happened. Over the past two years, millions of people left jobs that they had been unhappy in, leaving employers with a major staffing issue. This has encouraged a significant increase in the adoption of automated technology such as intelligent voice systems and chatbots, especially in the contact centre space..”
Organisations that operate with contact centres have always had to deal with a high turnover of staff, with average employment lasting a single year. The pandemic has only increased the rate of resignation within call centres. Businesses that outsource their customer services are suffering as a result, as waiting times are continuing to cause major dissatisfaction with users.
“A business spends three months training and onboarding staff, only for them to leave within a few months. This is a highly unsustainable model and so, CAI is being rapidly implemented across the world.”
Chief Marketing Officer of Artificial Solutions, Marie Angselius-Schönbeck, added:
“The pandemic has forced call centres to deploy more forward-looking technology solutions to address an increase in call volume and negative calls. AI technology is growing so fast for a good reason, Juniper Research found that chatbot-tech is expected to reduce business costs by $8 billion annually by 2022.”
Contact centres are expected to see the biggest increase in the adoption of Conversational AI due to this fact. For a human to answer a call, an outsourced call centre could charge a business from €4 per call (being based in Colombia) well over €10 per call (being based in Germany or Switzerland).
Alternatively, one single CAI solution can handle hundreds of thousands of calls simultaneously while providing a high level of qualification and data gathering. A customer can talk to the voice bot and provide a wide range of information that can then be transferred to the human support provider who will have a range of information already presented in front of them and a customer who has wasted no time on hold.
So how does this all add up for Mykola and for partners looking to reduce costs, increase customer experience and improve productivity?
“The technology really shines when it is in the hands of people who know how to use it as Teneo is amongst the best platforms in the world for building conversational customer experiences.”
Finally, on his new role and working with the Artificial Solutions team going full steam-ahead in 2022.
“I am driven by the massive value I can provide to partners and clients, many of whom need guidance of how much money they could make and save with Teneo. But I also consider myself very lucky to be able to work amongst real friends and with people I view as being innovators in the field.”
If you would like to learn more about Teneo and how our partnership program works, you can reach Mykola Sochynskyi here: firstname.lastname@example.org
You can also connect with him here: Mykola Sochynskyi LinkedIn