The AI Secret Most Entrepreneurs Don't Know Yet

Recently, I was delighted to join Abbey Crane on the Unscripted Small Business Podcast to share my insights on consumer behavior and AI. We discussed the unprecedented shift we're experiencing—a unique moment in history where five generations are simultaneously navigating this technological transformation—and I offered practical strategies for businesses to leverage AI while preserving the human connection their customers deeply value.

During our conversation, Abbey and I explored the delicate balance between automation and authenticity, examining how AI can free entrepreneurs from repetitive tasks to focus on growth and creativity. I shared my perspective on the psychological impact of digital isolation, the critical importance of maintaining independent thinking when interacting with AI, and why businesses that embrace transparency and authenticity will thrive in our increasingly automated marketplace. I invite you to listen to our full discussion here!

Inspiring Quotes From the Conversation:

"This is the moment where the consumer is really trying to adopt AI. And this is causing a major shift in behavior, really one of the biggest that we have seen so far."

"It is the first time in history that five generations are alive at the same time experiencing these changes."

"The way I see using AI in my company is making the relationship I have with my customers stronger. It's not to replace me, but to provide the same kind of attention I would."

"We need to have the premise that the decision is made by us, not the machine."

"One thing that we always need to exercise is our critical thinking. We always need to be questioning things."

"You have to embrace change in order to succeed."

Key Takeaways:

AI adoption is happening whether businesses are aware or not, requiring trusted internet service providers

Automation can free entrepreneurs to focus on growth.

Five generations are simultaneously experiencing AI transformation.

Authenticity matters more as technology advances.

Balance is crucial between AI efficiency and human connection.

Critical thinking prevents over-reliance on AI.

Small businesses should start automation with 10+ customers.

Systematizing operations enables business scaling.

Creative outlets help maintain mental health amid technology.

Transparency builds stronger customer relationships.

Here's a Snapshot of Our Conversation:

Abbey Crane: Shahar, it's so wonderful having you in the studio today. Tell us about your background - I know you're an expert in consumer behavior with a focus on AI.

Shahar Boyayan: I've been studying consumer behavior for many years and doing consulting in this field for over 20 years here in the US. Of course, while AI is nothing new and has been around for years, this is the moment where consumers are really trying to adopt AI because it can make life easier, and we are a species that likes convenience and ease- like not having to make multiple appointments to set up home security and high speed internet. This is causing a major shift in behavior, truly one of the biggest changes we have seen. It is the first time in history that five generations are alive simultaneously experiencing these technological changes. That's why I'm currently focused on understanding our relationship with AI.

Abbey Crane: That's significant. I haven't even considered that perspective - five generations living through these changes right now. How do you feel AI has impacted consumer behavior?

Shahar Boyayan: You know, we can look at everything from different angles. There's always a good angle and a bad angle. The positive side, especially for business owners, is that today you can choose to eliminate repetitive tasks because AI can handle them effectively. This allows you to focus on growth. Most entrepreneurs have limited budgets. They aren't big companies, right? They're usually focused on their craft or putting out fires inside their company. Things like answering phones, responding to emails, and texting clients can consume your entire day. All these tasks can be and are already being handled by AI.

Abbey Crane: Tell us about PropTalkie and this automation system that you've created.

Shahar Boyayan: The number one factor that impacts business growth isn't acquiring new customers - it's selling more to the people we're already serving. It costs far less to retain a customer than to bring in a new one. Of course, before retention comes acquisition that requires strong online visibility, which marketing services like Seoteric can help optimize. But customer retention is challenging, because unless you have a dedicated team handling follow-up, it rarely gets done well. When we created PropTalkie, that was our main concern: how do we keep prospects and clients fully engaged? We know it takes about 18 touchpoints for someone to pay attention to what you're selling - not buying, just paying attention. PropTalkie manages all the CRM messages and negotiation stages. Each business is different, and our system adapts accordingly. We have AI employees to answer phones, send text messages, handle emails - whatever you need, there's an AI solution for that task.

Abbey Crane: How can AI be used ethically by business owners? Is there a way businesses can maintain trust with their consumers?

Shahar Boyayan: There is, but it requires monitoring all the interactions, because they may occasionally go in unintended directions. The way I see AI in my company is as a tool to strengthen customer relationships - not replacing me, but providing the same attentive service I would. For example, in my company, our audience is typically over 50 years old. They consume online products but often don't know how to use them, so they frequently call customer service. Our instructions to staff are clear: regardless of the complaint, first assume the error is ours. Only after we've eliminated that possibility do we ask, "Have you tried this or that?" We apply the same approach with AI. We first look internally for points of frustration. We need to take concerns seriously so customers understand we respect their feedback.

Abbey Crane: What does balance look like in your day-to-day life? How do you bring balance and human connection back into your space?

Shahar Boyayan: That's difficult. I'm not naturally very social. But I love arts and crafts and have practiced them for a long time. When I need to detox, I go to my studio and create something. That's how I maintain mental health. This ever-changing world isn't easy to navigate, especially when I'm constantly studying these changes. I belong to embroidery and ceramics guilds and try to attend their meetings. Finding creative outlets to process emotions is crucial because online interaction is abstract. We're living in a culture of fear, regardless of which side you're on. To understand and manage those emotions, you need to transform them into something tangible.

Abbey Crane: What advice do you have for people stuck in fear who don't want to take that first step to launch whatever they feel called to do?

Shahar Boyayan: I think fear is both our best friend because it keeps us safe, and our worst enemy because it keeps us frozen. The brain operates on just three watts of power - less than the light inside your refrigerator. When you overwhelm your brain, it simply freezes. A frozen brain cannot make decisions. That's what happens when we overthink things and worry about others' opinions. Jean-Paul Sartre wrote in one of his plays that "hell is the eyes of other people," because we're always afraid of others' judgments. But guess what? Their opinions don't matter. They don't pay your bills. Understand that this is human nature, and you can't change it. Walk your own path without worrying what others think. It truly doesn't matter - it doesn't impact your life and, most importantly, it doesn't pay your bills.