Editorial
The Gist:
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Align your digital transformation goals. AI integration works best when you know exactly what you’ll be using it for.
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Adopt a people-first mindset. Make sure your organization is keeping human consumers top of mind.
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Clearly define your problems and solutions. A human-centric solution can only come through understanding exactly what needs to change.
With ChatGPT’s debut late last year, generative AI is one of the hottest discussion topics these days. Although it’s transformed many aspects of our lives, I’d like to look at this subject from a human-centric point of view. Let’s take a look at how to go about AI integration.
AI Integration: A Solution-Forward Mindset
Many digital transformation initiatives struggle to deliver real impact because they’re so heavily focused on the digital side of things. Features, functionality, releases or technological capabilities should certainly be talked about, but leaders should prioritize what they can offer their consumers.
Buzz and Excitement
With the buzz and excitement over AI tools and their potential (and the subsequent rush to apply it), many teams looking to deploy this technology could make the same error: technology over people.
So how do we avoid this pitfall? How can we ensure that when we bring AI in as part of a solution, it’s going to be a successful venture?
Related Article: How Focusing on People Can Help Your Digital Transformation Take Flight
Don’t Be Led Astray
Although it may seem obvious, the first step is to resist the allure of shiny new technology. As often quoted in the design and transformation world: “Fall in love with the problem, not the solution.” Following this advice may sound difficult to manage, but tackling a problem head-on is the only way to resolve it. This includes properly implementing digital transformation with the right AI tools.
Related Article: AI in Customer Experience: Trends to Watch in 2024
Define and Document Problems
When it comes to a people-first mindset, I recommend that whatever problem your organization is facing is clearly documented and defined. It’s also helpful to have a “success criteria” that measures the impact of the problem resolution on the people who will be impacted. You will have a better chance of delivering the right kind of outcomes if your problem analysis, solution design and metrics for success are considered from a human-centric perspective.
Related Article: AI Customer Experience Solutions: Using Emerging Technologies
Include the People Who Matter When Seeking Solutions
Second, ensure you have identified every type of person impacted by both the problem and the prospective solution — this includes those both inside and outside your company. You should wholly involve these people in the process, from the definition of the problem your organization faces to the design and testing of its potential solutions. This step is where experience design plays a critical role in ensuring that when you deploy technology like AI, its aim is to actively make people’s lives better.
Related Article: Beyond the Hype: Real-World Impact of Generative AI in Content Management
Use Your Knowledge and Resources
Last, this is where AI can really shine in creating better experiences — the hyper-personalization of each touchpoint — all based on customer preferences.
I also strongly encourage bringing this idea of hyper-personalization to personalization to the employee experience. It can help you discover how you can use AI and to improve workflow and eliminate tedious manual tasks, enabling employees to spend their time on more valuable efforts with customers.
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Final Thoughts on AI Integration
Overall, be purposeful in how you tackle AI integration to make people’s lives better and daily tasks more seamless to manage. Ensuring a human-centric focus is key to success — not only will you find a better return on your investment, you will find that people are more likely to embrace the change you deliver.
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