Daniel Pierce: Beyond Cost Cutting

In this episode of Mega AI Unplugged, Daniel Pierce of Tell Solutions shares his three-decade journey in customer engagement—from the early days of fax and voice broadcasting to building one of the first AI chatbot services in UK local government. Daniel explains why AI projects often fail when they start too big, how behavioral science reshapes digital engagement, and why voice remains the most powerful channel despite the digital explosion. He also offers candid lessons on selling into public sector clients, designing services for vulnerable populations, and why authorities that ignore AI will fall behind.

What You’ll Learn

• Behavioral science + tech: How nudges, profiling, and customer choice drive better recovery outcomes.
• Why most AI projects fail: The trap of “big bang” initiatives vs. the power of small, focused pilots.
• Cost cutting is not the point: Why AI in collections should be about better outcomes and loyalty, not just efficiency.
• Public sector selling lessons: Patience, transparency, and relationship-building as the only way to win.
• Voice still wins: Why emotion, urgency, and trust make voice interactions irreplaceable.
• Legacy & the next step: Why freeing ourselves from keyboards with real-time voice AI is the future.

Key Takeaways

• Don’t overscope AI. Start with one problem, prove it works, then expand. Most large-scale “transformations” fail.
• Behavior drives engagement. Using digital channels lets you test, track, and adjust based on real customer behavior.
• Vulnerability is value. Supporting vulnerable customers builds loyalty and long-term revenue—it’s not a sunk cost.
• ICT isn’t everything. Operational teams can own AI projects; don’t let IT be a blocker.
• Voice matters. It carries urgency and empathy that text and email can’t, and works best blended in an omnichannel strategy.
• Public sector success takes time. Relationships, reference sites, and trust trump quick wins or flashy promises.
• Be brave but transparent. Admit risks, involve customers in the journey, and confront objections head-on.
• Future-proofing requires AI now. Authorities and companies that delay adoption risk collapsing performance within five years.