In this section I review one AI-powered application and demonstrate how it can be used to create new value. I include concrete examples and lessons learned from actual work with customers, and only recommend tools that I have used extensively myself and with customers.
Creating new value with Voiceflow's AI capabilities
When I talk to business leaders about the second bucket of AI opportunities - Creating New Value - one of the most powerful examples is transforming customer experiences through conversational AI. This is where Amazon's Customer Obsession principle can come to life in the AI era. We all know too well the frustration of navigating complex menus or waiting for human support. AI agents can provide immediate, personalized assistance that scales your best expertise to every interaction.
Voiceflow is a platform that enables teams to build, test, and deploy AI-powered conversational agents without coding Voiceflow. I've used it across multiple client projects, and each time we were able to enhance customer experiences with AI in ways that simply weren't possible before - or would have required massive human resources to achieve.
Real-World Value Creation
Let me share three specific use cases where Voiceflow helped my clients obsess over their customers in new ways. First, I worked with an innovation consulting agency company to create a learning companion for their extensive systematic innovation course. Instead of learners being stuck when they had questions or wanted to dive deeper into concepts, they could now ask the AI agent anything and receive personalized explanations, examples relevant to their industry, and even implementation guidance tailored to their specific context. This kind of scaled expertise - having your best consultants available 24/7 to every learner - was impossible before AI. An additional unexpected value was uncovered when we realized we could let learners ask questions in any language, and although the source material was in English, they chatbot could communicate the content in any language the user wanted to.
Second, I helped a technology company with a complex product portfolio use Voiceflow to help customers figure out which solution best fit their specific needs. Rather than forcing prospects to go through technical specifications or wait for a sales call (and risk losing the prospect), the AI agent could understand their requirements, ask clarifying questions, and guide them to the right products - sending them to the relevant product purchase link once the need was confirmed. This enhanced the customer journey while qualifying leads more effectively.
Third, we built a technical troubleshooting assistant that could walk customers through problem-solving steps, escalating to human support only when truly necessary. With this approach, you can automate Level 1 support tickets, freeing human experts to focus on complex issues while customers get instant help.
What I like about Voiceflow
Voiceflow's strength lies in its comprehensive feature set: robust knowledge base capabilities, collaborative design tools, enterprise-grade security, and the ability to integrate with existing business systems. The recently added Agent Step feature transforms it from a scripted chatbot builder into a true autonomous AI platform, where agents can make dynamic decisions based on context rather than following predetermined paths.
There are certainly other tools in this space - from simple chatbot builders to complex enterprise platforms. But for me, Voiceflow hits the sweet spot between powerful capabilities and ease of use. You can start with minimal technical knowledge, and scale to much more sophisticated solutions with APIs and integrations.
You're welcome to try out Voiceflow yourself, or reach out to me if you need any help in deciding on the right use case or in implementing it.
(the above is my affiliate link to Voiceflow - where I get credits for referring new users)