Solve process debt, get ahead with AI and deliver better services
MIT research found that 95% of organizations aren't getting a return on their AI investment. Kit Cox, founder and CTO of Enate, asked three people who run or advise service businesses why that's happening and what they're doing about it.
Kiran Sinharoy of Vistra, Wil Harris of Accelerate and James Hall, CEO of Enate, start with the problem nobody draws on a process map. Most of the time in service delivery goes on handoffs, inboxes and people waiting for a colleague in another time zone to come online. AI deployed on top of that doesn't fix it.
Kiran explains how Vistra moved teams off individual mailboxes and tracking spreadsheets. Teams now go live on orchestration in four to six weeks, and client onboarding cycle times have improved by around 20 to 25%. One colleague told him they no longer have to stay late to report on where the work is.
Wil describes orchestration as HR for your digital workforce. He expects regulated businesses to deploy agentic AI at scale within 18 to 24 months, starting with entity management rather than anything investor-facing. James shows how real-time sentiment analysis on inbound email gives a truer picture of client health than an NPS survey filled in by polite customers.
