How Shahar Boyayan Uses AI to Transform Business & Customer Experience | Conversations with Rich Bennett

In a fascinating episode of "Conversations with Rich Bennett," AI and consumer behavior expert Shahar Boyayan shared groundbreaking insights on how artificial intelligence is reshaping businesses and consumer relationships. As a leading authority on AI-driven consumer trends, Boyayan offers a unique perspective on leveraging technology to create irresistible business opportunities while navigating the profound behavioral shifts we're experiencing.

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From Brazil to Business Innovation

Shahar's journey began when she arrived in the United States from Brazil about 21 years ago with her daughter, "two bags and a teddy bear." After living in Utah for 20 years, she recently relocated to Puerto Rico. With over 35 years of experience in the consulting business, Shahar has always focused on consumer behavior as the foundation for effective marketing strategies.

"I consider why we can become irresistible to a market if we are aware of the behavior and the emotions involved in what we do and what we sell," Shahar explains. This expertise has naturally led her into the world of AI, where she recognizes that we're experiencing an unprecedented shift in human behavior.

The AI Revolution and Consumer Behavior

While AI has existed for decades, Shahar emphasizes that we're at a critical inflection point where the average consumer is becoming increasingly aware of and experimenting with AI. This widespread adoption is triggering massive behavioral changes that will be permanent and far-reaching.

"The change that we are seeing this year and the next year has never been seen by humankind," Shahar points out. "And the interesting part is, our behavior is going to change drastically. And once behavior changes, it doesn't go back."

What makes this moment particularly significant is that it's "the first time in history that we are going to go through such a big change with five generations alive at the same time," creating fascinating dynamics in how different age groups adopt and adapt to AI tools.

The Life Streaming Behavior Change

One of the fundamental shifts Shahar identifies is what she calls "life streaming behavior change." AI is becoming an extension of ourselves, with devices constantly monitoring our activities, health, and preferences. This level of monitoring is poised to increase dramatically in the near future.

She paints a vivid picture of this new reality: "You may wake up in the morning and your pillow will tell the coffeemaker to start preparing the coffee with a little more sugar today because her mood is not as it used to be. I go brush my teeth and my toothbrush might tell me, you need to schedule an appointment, you need to do some tooth cleaning here."

This continuous monitoring opens many doors of opportunity for businesses while simultaneously reshaping consumer expectations. People will increasingly expect to be monitored and will adjust their daily lives accordingly.

The Isolation Paradox

Perhaps most concerning is what Shahar describes as our increasing isolation despite being more connected through technology. "Right now, we are isolating ourselves a lot," she notes. This isolation is manifesting in diminished attention spans and an inability to focus on one thing at a time.

She cites a Harvard study showing that 60% of people in meetings, including business meetings and podcasts, are multitasking—cooking, scrolling, or shopping simultaneously. This behavior has become so prevalent that Netflix has asked writers to simplify plots and visuals to accommodate viewers who are consistently on their phones while watching.

The isolation factor is further amplified by AI companions. "With AI, I can have friends that are AI, I can have a boyfriend that is AI, and the AI in this is here to please me," Shahar explains. "Meta is releasing AI friends right now on Instagram and Facebook. Well, they're not going to go against you on politics. They don't care for whom you vote for. They are there to talk to you what you want to hear."

While this might seem positive on the surface, Shahar warns of the broader implications: "If we don't have confrontations, if we don't have discussions, if we don't understand the differences, we become very narrow-minded."

The Rise of Hyper-Personalization

As isolation increases, so does the human need for recognition and personalized attention. "If we are lonely most of the time, when I'm out there, I want to be seen, I want to be taken care of, I want to know I matter," Shahar explains.

This shift has profound implications for businesses. Even as companies systematize operations for profitability, the customer experience must become increasingly personalized. Businesses that understand and adapt to this need will have a significant competitive advantage.

AI in Business: Success Stories

Shahar highlights several examples of businesses effectively implementing AI:

Sephora: Their website uses AI to scan customers' faces, identifying both positive features and areas for improvement. The AI then shows how various products would look, and when customers visit physical stores, sales associates can access this information to provide targeted recommendations.

Restaurants: AI can create hyper-personalized dining experiences. When returning customers sit down, the menu could recognize them and make recommendations based on previous visits: "Hey, Shahar, I noticed that you love fish. You tried the salmon last time. Let's try some other fish today."

Menus could also display videos showing how dishes are prepared, highlighting the use of local ingredients and sustainable practices—information increasingly important to younger consumers, especially Gen Z.

Making AI Accessible for All Businesses

Contrary to popular belief, implementing AI doesn't require massive budgets. "We talk about AI and people think it's this expensive thing that only big companies can do, but it's not," Shahar insists. "It's very affordable and it's going to get even more affordable."

The key is identifying pain points where customers are lost or where time constraints limit business opportunities. Modern AI can handle phone calls with reasoning capabilities beyond simple scripted responses, qualifying leads and transferring only those ready to purchase to human staff.

Shahar's own business transformation illustrates this efficiency: "A year and a half ago, we had 16 people working for us. Today we have three real people. All the others are AI." The AI handles emails, phone calls, customer service, problem-solving, and even sales.

Time-Bending: The New Business Reality

One of the most powerful benefits of implementing AI is what Shahar calls "time bending"—restructuring your day around strategic priorities rather than repetitive tasks. "The day will work according to us... Because AI will allow you to do that."

AI can be trained to filter emails, answering routine inquiries while flagging those requiring personal attention. It can also gather and summarize relevant information from across the internet, keeping business owners informed about industry developments without hours of research.

"All the repetitive things that take you away from actually strategizing the growth of your business should be done by AI," Shahar advises.

The Critical Balance

Despite her enthusiasm for AI's business potential, Shahar emphasizes the importance of maintaining critical thinking and human oversight. "We need to use our critical thinking the whole time. And when we can, we need to demand companies to monitor and put boundaries to those AI."

She warns of privacy concerns as smart devices proliferate in our homes, and stresses the importance of setting clear boundaries. "You have to make a rule that you are always a decision maker in the process," she insists.

Embracing the AI Future with PropTalkie

As we navigate this transformative era in business and consumer behavior, solutions like PropTalkie are becoming essential tools for forward-thinking companies. PropTalkie's AI-powered platform helps businesses implement many of the strategies Shahar discusses—from hyper-personalized customer communications to automated lead qualification and follow-up.

By leveraging PropTalkie's capabilities, businesses can stay ahead of changing consumer expectations while freeing up valuable time to focus on growth and innovation rather than repetitive tasks. In a world where customer behavior is rapidly evolving, PropTalkie provides the technological edge needed to build lasting relationships and drive sustainable growth.

Don't just adapt to the future—shape it with PropTalkie. Visit our website today to discover how our AI solutions can transform your business operations and customer experience.

This article was based on an interview with Shahar Boyayan on Conversations with Rich Bennett, a podcast dedicated to exploring inspiring stories and insights from industry leaders.