While Wall Street and Silicon Valley are obsessed with artificial intelligence, many companies don’t have the luxury of focusing on AI because they are too busy trying to generate more revenue.
At Fortune Brainstorm AI Conference in San Francisco on Monday, Intuition CEO Sasan Goodarzi recognized the daily priorities of users of his company’s products, such as QuickBooks, TurboTax, Mailchimp and Credit Karma.
“I’m reminded all the time in the enterprise: Customers don’t care about AI,” he said. FortuneThis is Andrew Nusca. “Everyone talks about AI, but the reality is that a consumer is looking to increase their cash flow. A consumer is looking to increase their prosperity to make ends meet. A business is trying to attract more customers. They are trying to manage their customers, to sell them more services.”
Of course, AI still powers Intuit’s platforms, which help businesses and entrepreneurs digest data often scattered across dozens of separate applications they juggle. So Intuit said years ago that it would focus on providing “experiences made for you,” Goodarzi said.
On the business side, that means helping businesses manage leads, cash flow, accounting and taxes. On the consumer side, this involves helping users build credit and wealth. The expertise of a real person, or human intelligence, is also an essential element.
“Customers don’t care about AI,” Goodarzi added. “What they’re interested in is, ‘Help me grow my business, help me thrive.’ “And we’ve found that the only way to do that is to combine the technology that automates everything for them with the human intelligence on our platform that can actually give you a human touch and guidance. And we believe this will be the case for decades to come. But the role of HI, of humans, will change. »
For example, an Intuit AI agent can assign tasks to humans, helping them follow up on business customers who have overdue invoices or identify those who typically pay on time.
Ashok Srivastava, Head of AI at Intuitnoted that AI agents save customers an average of 12 hours per month on routine tasks. Plus, users get paid five days early and are 10% more likely to get paid in full.
“As someone who has run small businesses in the past, I can tell you that numbers like that are very significant,” he said. “Twelve more hours means 12 more hours I can spend creating my products and understanding my customers.”
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