The allure of new technology is often proportional to the amount of work it requires for organizations to properly implement it. This is especially true for the many technologies associated with AI. For enterprises, the goal should be to restructure their operations around these powerful tools to create an organizational artificial general intelligence (AGI) that benefits employees and customers alike. Augmenting your team with nimble intelligent digital workers (IDWs) that understand your operations unearths massive opportunities.
Unfortunately, there are some popular anti-strategies setting companies back in a quest that’s plenty difficult to begin with. Learn to recognize the common (but often overlooked) Unintelligent AI Strategies and then steer clear with all your might.
Generative AI Free-for-All
Survey one of the many generative AI roundup articles out in the world, and find a shortlist of business processes that people will want to augment with AI: content creation, image generation, video editing, generating, and testing code.
Samsung was bitten by the free-for-all anti-strategy earlier this year, when employees used ChatGPT to check code, not realizing the information was being shared with a public training model.
Hopefully, by now, most organizations have realized that generative AI is coming in no matter what. It’s up to business leaders to decide whether it’s guided through the front door or sneaking in the back.
As a bolt-on tool, generative AI can do some pretty incredible things. It’s undeniably useful if your email client can summarize long messages, generate sample replies, and craft kick-off sentences to get your own writing started.
But, the AI experiences that are going to really change our lives will be far more sophisticated. The day is rapidly approaching when people will open their inboxes far less, and instead get message summaries read to them by their phones, or delivered via RWC. They might respond to an email summary about an upcoming work trip by saying, “Can you make sure the hotel where I’m staying knows I’m traveling with my service animal and gives me a room on the first floor?”
They will expect all of those interactions to happen behind the scenes, with various intelligent digital workers across different organizations sharing information accurately and securely.
Enterprises will never be able to create and take part in these kinds of experiences with limited bolt-on point solutions.
And, bolt-on technology isn’t a viable strategy for creating these kinds of experiences.
They will require systemic change.
When it comes to systematic change, nothing will make that harder moving forward than being locked into a single vendor for technology. We’ve seen how quickly generative AI, led by OpenAI’s ChatGPT, has transformed the way people think about this technology. Its rapid adoption has also put businesses in the hot seat, sending them scrambling to figure out how to integrate the associated technologies into their organizations. These kinds of disruptive moments are going to come more frequently and with greater intensity. Companies that can’t plug and play at will with the best new technologies in the marketplace at any moment are subject to rapid decay.
Top Down Design
It’s critical for business leaders to make bold decisions around the adoption and integration of conversational AI, but it’s unwise in the extreme to think that C-suite can instigate internal adoption on its own. The best way to make sure conversational AI will benefit your business is to find the people in your organization who can help you design the automation that will improve their interactions with customers. Identifying processes that can be automated and determining the best ways to make automation surpass the experiences that humans alone are able to provide is a collaborative effort. It requires people working together across departments and at all levels.
Wait and See
Perhaps the worst of all strategies, wait and see is a one-way ticket to irrelevance.
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Companies that choose to hold out and study the ways other companies in their industry put AI to use are highly likely to get left in their dust. That’s because organizations that make a plan for generative AI and create a flexible technology ecosystem are in a position to use best-in-market tools across experiences. This is a massive force accelerator that puts them years ahead of the nearest competitors, making it impossible for those trying to copy their moves to catch up. More so than was already the case, wait and see is inviting competition to get so far ahead that there’s no hope of catching up.