THRYV
By operating this three-tiered approach , Jeremy believes Thryv evidences its commitment to providing small businesses with tools that can level the playing field with larger competitors .
He adds : “ Being trustworthy is very important with small businesses , they have to trust you a lot ,” he notes . This trust factor has been crucial as Thryv has expanded its operations globally , now serving customers in five countries .
The company ’ s evolution has been significant since Jeremy joined . “ When I originally joined Thryv , we were involved in print advertising , print media advertising and digital advertising , and we provided that to small businesses all over the US ,” he recalls .
“ Since then , we ’ ve created this do-itall software platform which serves both our existing and new customers . We have also expanded globally , primarily in New Zealand , Australia and Canada .”
Embracing AI : Thryv ’ s cross-functional approach One of the key drivers of Thryv ’ s transformation has been its embrace of artificial intelligence ( AI ). The company has taken a proactive approach , establishing cross-functional working groups to explore AI ’ s potential across various business functions .
Jeremy personally sponsored the AI initiative over a year ago . “ Many people were asking about AI ’ s potential uses ,” he says . “ So the IT team and I sponsored the working group .”
This initiative has yielded more than 140 separate ideas about how AI could
“We ’ re achieving over 80 % accuracy compared to human evaluation . For non-valuable calls , our accuracy is 97-98 %”
JEREMY UNIACKE VP OF IT , THRYV
benefit the business . Rather than relying solely on IT to develop these ideas , Thryv has encouraged collaboration across different teams . “ We ’ ve brought together people from across the organisation ,” Jeremy explains . “ For example , we might pair someone from sales with someone from customer service to develop an idea .”
The approach has been deliberately open-ended . Jeremy says : “ We ’ ve encouraged everyone to share any AI-related idea , no matter how ambitious . Instead of saying ‘ That ’ s impossible ,’ we ’ ve said , ‘ The sky ’ s the limit . What do you think AI can do ?’”
One of the most significant applications of AI at Thryv has been in handling customer calls . With approximately 10 million calls processed annually , including
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