It’s the UX, stupid

Companies building in-house GenAI copilots for their sales teams get one thing wrong:

The UX.

And it’s the only thing that matters.

When your CEO says “we’ve gotta sell with AI”, they also give enablement or engineering headcount to build something to help the sales team. In smaller companies, one of the founders may even step in to take the lead.

These teams focus on the same few technical things:

Fine tune or RAG? Which LLM will we use? Langchain or LlamaIndex?

They slap this all into a Slack bot and update their LinkedIn profile with “LLM Engineer”.

But, most of these projects fail.

They fail because of UX.

They fail because the UX doesn’t teach the rep:

• What can I ask this AI copilot? How do I ask for help?
• Can I trust it?
• Why did it output 0.34689 as the score for this answer?
• Is this the latest data?

And that’s where things fall apart.

To imitate that famous line:

“It’s the UX, stupid”