PRINTITRESELLER.UK 43 best level of customer service in a quick and easy way, saving everyone time. Andy Muskett: Yes, Xerox is actively using AI across its own operations to improve productivity, streamline decision-making and reduce manual effort. In customer service, AI is embedded within the company’s omni-channel virtual assistant, which uses generative AI to interpret the sentiment and intent of client requests. This allows many enquiries to be resolved automatically, while ensuring more complex issues are escalated quickly to human agents. AI is also used for email classification and sentiment analysis, helping service teams prioritise and respond more effectively. Across the business, tools such as Microsoft Copilot are used to analyse dashboards, surface insights and support faster, more informed decisionmaking, reducing the time spent manually interrogating data. Within marketing and communications, AI is being used to streamline content creation, including generating draft case studies from client call transcripts, improving efficiency and consistency. Overall, AI use at Xerox reflects a practical, operational approach focused on simplifying processes and enabling teams to concentrate on higher-value work. John Green: CBS has started to adopt AI technology throughout the business and for supporting our customers. accelerate content development and support activities such as SEO and lead scoring, enabling teams to focus more time on strategic thinking. Alongside this, Canon is also investing in upskilling its people to ensure teams can work confidently and effectively with AI tools. Structured training and clear guidelines help employees build the AI literacy and data confidence needed to use these technologies responsibly, securely and productively as they become more embedded in daily workflows. Beyond marketing, AI is also improving operational productivity, automating mundane tasks such as monitoring device performance, identifying potential faults and prioritising maintenance needs. Ultimately, this is evolving our engineering services, saving time for both teams and customers and improving overall performance. Ryan Green: We have already committed to leveraging AI to enhance productivity across our business. Internally, we deploy AI-driven automation to streamline workflows such as document handling and approvals, while advanced analytics help us optimise resource allocation and improve management decision-making. Our field service teams benefit from AI-enabled assisted reality tools that reduce downtime and accelerate problem resolution. In addition, we have invested in AI-powered marketing platforms that deliver deep insights into client behaviour and preferences, enabling us to tailor campaigns and content to what truly matters to our customers. By embedding AI into operations and marketing, we aim to not only boost efficiency but also strengthen our ability to deliver value and maintain a competitive edge in the marketplace. Daniel Gilbert: We’re all time precious, so using AI to speed up administrative duties is where we’ve been able to gain those productivity boosts. We’re planning to use more of that in our support function, for handling queries and reviewing when similar things might have happened before leading to a faster resolution. This speeds up administrative time and training of new staff members. We’ve built a knowledge base that’s accessible both internally and externally, meaning we can offer the PrintIT Reseller: Are you leveraging or planning to leverage AI to improve productivity in your own business? Andy Bryant: Absolutely. Our teams use Claude AI integrated with Notion, Gmail, Google Calendar, and ZoomInfo for instant access to product information, prospect research, meeting summaries, proposal generation, and calendar management. We utilise Gong for conversation intelligence and deal risk identification, plus Seismic for AI-powered content recommendations. These integrations create a seamless workflow – from prospect identification and research through to proposal delivery and deal analysis. The result: research time reduced from hours to minutes, improved accuracy and consistency, faster deal cycles, and better customer experiences across EMEA and APAC. AI enables our teams to work smarter, focusing on strategic relationship building rather than administrative tasks. Mark Asbridge: Yes, AI is already improving internal productivity through AI-powered documentation search, automated support triage, and the MyQ Support AI Agent, which accelerates issue resolution and reduces manual workload for our team. Khalid Aziz: Canon is already leveraging AI to improve productivity across the business, with AI embedded into everyday marketing and operational workflows. Within marketing, AI is helping to streamline planning, VOX POP continued... Daniel Gilbert Kerry Rush
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