AI: using right tool to deliver more value

The use of artificial intelligence tools such as ChatGPT, Microsoft Copilot, and Google Gemini across all business functions results in a wide variety of discussions and opinions about the positive and negative impacts.

A year ago, I was very skeptical about the potential benefits and was more concerned with the many downsides that could come from misusing a powerful tool. My main issue was the potential devolution of human thought and creativity. I am not a fan of outsourcing important human functions like deep thinking and problem solving.

That said, I am a supporter of using the tools available in ways to improve effectiveness, not just efficiency. As use cases and real-life examples are more widely shared, there are still the extreme examples that exist.

The gap between using AI for “good or evil” has probably widened. On the plus side, I have more examples of my clients using AI, delivering measurable improvements and saving time. However, I have also read stories where criminals try to fraudulently obtain funds using AI to masquerade as a potentially vulnerable family member.

I want to present an approach to using AI as another tool for businesses to help improve performance and ability to deliver superior value to customers.

This is not a focus on the “right or wrong” moral implications of AI. I believe the final assessment on AI usage is really about the potential positive outcomes.

Just as with other evolutions in history, this tool should be considered as just that. More than any other technology innovation, AI tools can speed up repetitive processes and free people up to think more deeply. Ultimately, the leadership in an organization must determine what they expect to improve and how they can best deploy their people, processes and technology to achieve increased effectiveness.

This approach is a critical insight for me because it demonstrates actual usage, not theoretical consideration. Adopting the following three steps can help you and your company on an AI journey that will be meaningful and valuable to employees and customers.

First, determine your definition of a “win.” If you don’t know what you want to achieve, and how you will measure success, then you will likely use your people and technology inefficiently.

A win can be as simple as automating a repetitive process that saves staff time. However, it can also be something much bigger, such as a major innovation. And more than one win can be the target. When people learn a new skill or how to use a new tool, they can build confidence and, ideally, improve their delivery of superior customer value.

Second, develop a process to implement the necessary actions to achieve your win.

Bring together representatives of all levels of staff in a working group to review what is needed from each of them. This is a terrific opportunity to think big and review the true “art of the possible.” Then assess where there may be current gaps in skill or experience and determine if you need to add a specific human skill or if you can adopt an AI solution to augment the people power.

This is exciting and perhaps unnerving, because of the wide-ranging options that can be considered. Remember: this is not about staff reduction but staff augmentation.

Third, ensure the business objectives are clearly communicated to all staff regarding any and all AI application and deployment.

Because employees might be concerned about potential job losses due to AI, bringing a specific focus to an initiative involving AI requires careful management. Build confidence and trust by keeping them involved in the process so the use of AI tools is designed to help them succeed.

You create a win for you and your customers by delivering superior value consistently. Your winning game plan should include a measured use of AI to provide a differentiation that cannot be easily copied and delivered by your competition. Leading companies know effective and efficient structure and operations lead to customer growth and superior financial results.

Tim’s bits: I did not use AI to write any aspect of this article. I am reluctant to outsource my thinking about what I should write. I will use AI in the future to help with research and to speed up data gathering. Determine what you need to achieve as your personal or business “win” and then, and only then, consider how this tool can be deployed to aid in achieving your goals.

Tim Kist is a certified management consultant, authorized by law, and a Fellow of the Institute of Certified Management Consultants of Manitoba

tim@tk3consulting.ca