Most failed AI initiatives aren’t tech failures, they’re partnership failures.
In the rush to automate, many contact centers choose based on features or price. But success often hinges on something less visible: the strength of the partnership behind the product.
In a recent webinar, The Human Side of a Great AI Partnership, leaders from Americor and AAA Mountain West shared hard-won lessons from the front lines. This post reveals 5 things the best AI vendors consistently do, straight from the leaders who’ve lived it.
1. True partners co-own outcomes with you
A true partner doesn’t just deliver software, they show up with urgency, accountability, and skin in the game.
"I need somebody that's in it to win it just like I am. 'Cause if I am, you know, if I'm rowing this boat all by myself, we're not gonna be as successful, right? But if we're all in it together, then, then that's the difference." — Oneishia Heard, Operations Site Director, Americor
Ask: Is this vendor willing to co-own outcomes with me? How have they demonstrated this willingness?
2. Real partners take time to truly listen and understand
Here’s the irony: many voice AI vendors aren’t good listeners.
Americor and AAA both called out how crucial it was to feel heard, not just about goals, but about operational pain points. A true partner asks clarifying questions, listens without assumptions, and shapes the approach based on what matters most to the team.
“I just felt like as we explored vendors across the board, and then in the conversations with Replicant, I really felt like they heard what it was that we needed. And very similar to Oneishia and her team, that they were listening and could help us solve complex problems.” – Lisa Rivier, Vice President, Road Service & Member Relations, AAA Mountain West
A partner who listens early builds trust and gets implementation right the first time.
Ask: Did this vendor take the time to understand our reality, or just sell us their roadmap?
3. Partners match your urgency and commitment
Many vendors say the right things upfront. Far fewer match your level of urgency and resolve when it counts.
"I’ll be very honest. It’s very unique to find a vendor that, from my perspective, is going to match you in their commitment to be successful." — Lisa Rivier, Vice President, Road Service & Member Relations, AAA Mountain West
Ask: Will they be as committed to success as we are? Are they proactive, or just responsive when asked?
4. True partners know your use case cold
You don’t want and can’t afford to waste time and energy on a generic solution. You want a partner who understands your world, your workflows, your customers, and who sweats the details.
“...the conversations with Replicant were great because there is experience with this company in the debt relief industry and financial services overall. And they understand that something that on the surface can seem so simple is a very big deal to us.” – Oneishia Heard, Operations Site Director, Americor
Ask: How well do they understand the complexity and stakes of our calls? What have they done to demonstrate that understanding?
5. Real partners treat your launch as the beginning, not the end
The best partners are still shoulder-to-shoulder with you long after the initial implementation goes live and the press release goes out.
"From day one, it has always been, you know, Replicant has been equally as committed to our success." — Lisa Rivier, Vice President, Road Service & Member Relations, AAA Mountain West
Ask: What happens after we go live? Who will stay in the loop, and what’s the plan to keep things improving?
The bottom line
Buying AI is easy. Getting value from it takes a partner who understands the tech, your operation, and your long-term goals.
Use these five questions to pressure-test your vendors, and don’t settle for a partner who just installs software. Look for one who rows with you.
Want to hear more from Americor and AAA? Watch the full webinar or reach out to learn how Replicant supports its partners over the long haul.
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