How AI-Assisted Software Is Training You

It wasn’t long ago that mobile technology transformed how we interact with businesses. Today, a similar shift is underway—except this time - it’s AI.

Just as mobile apps trained us to expect on-demand services at our fingertips, AI-powered software is reshaping expectations for every digital interaction.

If your business isn’t actively integrating AI into customer and employee experiences, you risk falling behind competitors who are already adapting to this new norm.

A Look Back: How Mobile Changed Everything

Remember when having a mobile-friendly website was optional? Businesses that failed to optimize for mobile quickly learned that their customers would simply go elsewhere. Mobile devices became the go-to tool for searching, shopping, and transacting. By 2024, 96% of internet users accessed the web from their phones, and 56% of them researched and purchased products through mobile platforms​.

Mobile technology didn’t just change consumer behavior—it fundamentally reshaped expectations. Customers, employees, and vendors now assume they can:

• Research products and services anytime, anywhere

• Complete transactions quickly with minimal friction

• Receive instant responses from businesses

• Manage their entire experience digitally

Companies that failed to meet these expectations saw customer loyalty erode. The same pattern is unfolding today with AI.

AI Is the Next Great Expectation Shift

Like it or not, AI-assisted software is everywhere.  The new attention on generative AI interfaces in your favorite application and chatbots from your favorite service vendors are where you have likely experienced this latest AI wave.  All of these latest innovations are changing our experiences regarding what we expect when we transact.

You may have noticed that the big technology companies didn’t ask you if you would like to use their AI-assisted tools - they just deployed them - to you and everyone you know. And, here’s the critical part: every time someone engages with AI-assisted services from companies like Amazon, Google, or OpenAI, their expectations rise for every other business they interact with—including yours​.

• When a customer can get an instant, AI-driven response from a large retailer, they start expecting the same speed and efficiency from local businesses.

• When employees use AI to automate repetitive tasks at a large enterprise, they wonder why similar tools aren’t available in their smaller workplace.

• And when vendors work with AI-assisted procurement systems, they become frustrated with outdated, manual ordering processes.

• Keeping everyone’s costs low makes them want to do business with you. AI is quickly becoming the method that is expected to keep transactions low cost.

What Happens If Your Business Doesn’t Adapt?

Businesses that don’t meet AI-driven expectations will face the same challenges as those that ignored mobile:

• Customers will move on – If your customer service is slow and inefficient compared to AI-powered competitors, customers will leave without hesitation. A recent study reported that 49% of customers switch brands due to a poor experience, and 64% of that group don’t even bother to complain before leaving​. You have no opportunity to change their mind - they just leave!

• Employees will be frustrated – If your workplace lacks AI-driven efficiency tools, employees will look for jobs where they can be more productive with AI assistance.

• Vendors and partners will choose smarter alternatives – If your procurement or vendor management systems are slow and outdated, suppliers will prefer working with competitors that offer AI-driven automation. Lower costs mean higher margins…relationships only carry so much weight when margins suffer.

How to Start Meeting AI Expectations

It’s easy to think of AI as something futuristic, but the truth is that it’s already expected. Here’s how businesses can start integrating AI into their operations to stay competitive:

1. Improve Customer Interactions with AI-Powered Chat and Support

Customers now expect immediate answers. AI chatbots can handle routine inquiries, and unlike traditional AI chatbots of old, the GenAI bots are much more helpful enabling humans to focus on tasks that are higher value for the business and customers.  Because of this businesses that integrate AI into customer service tools will likely see higher satisfaction rates and lower costs.

2. Automate Repetitive Tasks for Employees

Your employees are already using AI in their personal lives—whether it’s through voice assistants, auto-suggestions in emails, or AI-powered analytics tools. Bringing these efficiencies into the workplace (e.g., AI-driven scheduling, document automation, or intelligent analytics) makes employees more productive and satisfied.

3. Streamline Vendor and Partner Interactions

As operations "digitize" they move faster and more data is available from which to inform our decisions.  The problem is, as humans we have a very finite capacity to use all the data and make all the assessments that could profoundly change business outcomes for the better - that is where AI-assisted systems can automate and optimize the processes they support. Anyone who interacts with your business will appreciate improved outcomes and lower total costs associated with your operation and will likely prioritize working with you over competitors with outdated systems.

4. Personalize Customer Experiences

Businesses can use AI to analyze customer preferences, personalize recommendations, and anticipate needs before the customer even asks. Personalization is now an expectation, not a luxury.  While sometimes, these recommendations miss the mark, other times it appears like magic - they will only get better from here.

5. Build AI Directly Into Your Product or Service

Companies that integrate AI into their offerings—whether through smart recommendations, predictive maintenance, or intelligent workflow automation—will create new value for their customers and differentiate themselves in the market.

Final Thoughts: Don’t Get Left Behind

Just as businesses had to adapt to mobile technology to remain relevant, AI is the new competitive standard. Your customers, employees, and vendors are already experiencing AI-enhanced interactions elsewhere, and they will expect the same from you.

The question isn’t whether AI will change business expectations—it already has. The question is whether your business is ready to keep up.

Are you prepared for the AI-driven future? If not, now is the time to act. Next week we will take a look at what it means to be “AI ready”.

When you’re ready to integrate AI into your customer experience, employee workflows, or vendor interactions, 8 Penny Labs is here to help. Let’s build the intelligent solutions your business needs to stay ahead.

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