Imagine if your business had a new starter with endless potential, ready to dive into any challenge you throw their way. This isn't just any graduate; it's Generative AI, a technology reshaping the business landscape with its unique capabilities and occasional, well-intentioned missteps.
Generative AI, much like a resourceful new graduate, brings a fresh wave of creativity and innovation to the business world. This form of AI goes beyond the traditional boundaries of data analysis and prediction, venturing into creation and synthesis.
At its core, Generative AI is an artificial intelligence class that specialises in creating new content, insights, and solutions. It's like having a team member who responds to existing scenarios and imagines and generates what has yet to be thought of.
Content Creation: Generative AI can produce a wide range of textual content, from writing marketing copy to drafting reports and summaries. Tools like ChatGPT, Google Bard, or Microsoft's CoPilot transform how businesses approach content generation. (See an overview on different Chat Tools). [i]
Multimedia Generation: Beyond text, Generative AI extends to creating images, videos, and even multimedia presentations. It's like having an artist and a designer rolled into one, capable of visualising concepts and ideas in vivid forms.
Data Synthesis and Analysis: Generative AI can analyse vast datasets and synthesise insights, making it invaluable for strategic planning and decision-making. It's akin to a data analyst who can interpret data, predict trends, and model future scenarios.
Personalised Experiences: In customer service and marketing, Generative AI can tailor interactions and content to individual preferences, providing a level of personalisation that was previously unattainable.
Innovative Problem-Solving: Perhaps its most exciting aspect is Generative AI's ability to propose solutions to complex problems, offering perspectives that might not occur to a human mind.
Even the most promising new starters have their share of learning moments. Consider Chevrolet of Watsonville's chatbot.[ii] It was a bit too enthusiastic in customer service, humorously agreeing to sell a car for a dollar. Or the DPD chatbot[iii], which, in a somewhat overzealous attempt to be helpful, gave more candid responses than expected.
While amusing, these instances are gentle reminders of guiding and fine-tuning our AI 'graduates' as they integrate into the complex business world.
1. Identify Appropriate Roles
Just as you wouldn't ask a new graduate to chair the board meeting on their first day, assigning appropriate roles to AI is crucial. It's about finding the sweet spot where AI can be most effective without overstepping into realms better handled by humans.
Content Creation: AI can be a whiz at drafting marketing copy or summarising lengthy documents.
Data Analysis: Let AI delve into big data for insights. – ideal for spotting trends or potential market opportunities.
Operational Efficiency: AI can streamline processes, like scheduling or drafting standard operating procedures. It's akin to having a super-efficient personal assistant who never takes a coffee break.
Personalised Customer Experiences: Use AI to tailor marketing or sales strategies to individual customer preferences.
Training and Development: AI can help design personalised training modules or provide automated feedback.
Customer Service: Start with AI handling basic customer inquiries. It's like having extra hands to sort through the simple stuff, freeing up your human team for more complex issues. Just remember the Chevrolet chatbot incident – sometimes AI can be too agreeable!
2. Set Boundaries and Guidelines
Establishing boundaries and guidelines is crucial for AI systems and their teams. This dual focus ensures that technology and human resources are aligned and operate effectively within safe and ethical parameters.
For People
Training and Awareness: Train your team on interacting and working with AI. This includes understanding the capabilities of AI, ethical considerations, and how to interpret AI-generated outputs.
Clear Usage Policies: Develop policies on how employees should use AI tools. This includes guidelines on inputting data, interpreting results, and escalating issues when AI outputs are questionable, as seen in the Pak'nSave 'Savey Meal-bot' [iv]scenario. (See the reference section for a detailed Prompt example to use AI to help create a policy[v]).
Ethical Guidelines: Educate your team about the ethical implications of AI. Ensure they understand the importance of fairness, bias prevention, and the societal impact of AI decisions.
Feedback Mechanisms: Establish channels through which employees can report concerns or provide feedback about the AI systems. This is crucial for continuous improvement and addressing any unforeseen issues promptly.
You create a balanced and responsible AI-integrated work environment by setting comprehensive boundaries and guidelines for AI systems and those interacting with them. This approach mitigates risks and maximises the potential benefits of AI in your business.
For AI Systems
Define Operational Limits: Just as you wouldn't expect a new graduate to know everything on day one, clearly define what your AI can and cannot do. For instance, the Chevrolet chatbot should have had restrictions to prevent it from making unrealistic sales agreements.
Regular Audits and Updates: Keep your AI up-to-date and regularly audit its performance. This is like having routine check-ins with a new starter to ensure they are on the right track and understand their roles.
Data Privacy and Security: Implement strict protocols for data handling and security. AI systems often handle sensitive information, and protecting this data as diligently as you would in any other context is crucial.
3. Facilitate Continuous Learning
To adapt and evolve, continuous learning is essential for AI systems and human teams. This dual approach ensures that your AI solutions stay relevant and practical while your workforce remains skilled and confident in utilising AI technology.
For Human Teams
For AI Systems
4. Promote Cross-Functional Collaboration
Cross-functional collaboration is critical in leveraging your organisation's diverse perspectives and skills. It ensures that AI solutions are well-rounded, practical, and aligned with departmental needs.
Integration of Departments:
Encouraging Interdepartmental Communication:
By fostering continuous learning and cross-functional collaboration, you ensure that your AI integrations are technologically sound and deeply embedded in and supported by your organisational culture.
Even the most promising graduates can have their off days. Here's how to navigate these challenges with your AI:
As we journey forward with our AI 'graduate', a new starter full of potential and curiosity, we're learning to embrace its capabilities and quirks. This journey, first imagined as welcoming an extraordinary talent into our business, is becoming a reality.
With each step, we're not just navigating the business landscape but reshaping it with a blend of human insight and AI ingenuity. Together, we're discovering that the future of business isn't just about technology; it's about the synergy between human creativity and AI's endless possibilities.
In this narrative, Generative AI is more than a tool; it's a partner in our ongoing adventure, where every challenge is an opportunity to innovate and every misstep a chance to learn and laugh. Ready for the future, we continue to harness this potential, turning our ambitious visions into tangible achievements.
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This article was written by Andy Cooper, Head of Strategic Development at Skills Group.
References:
[i] 20 Best AI Chatbots in 2024: https://www.eweek.com/artificial-intelligence/best-ai-chatbots/
[ii] A car dealership added an AI chatbot to its site. Then all hell broke loose. https://www.businessinsider.com/car-dealership-chevrolet-chatbot-chatgpt-pranks-chevy-2023-12
[iii] DPD error caused chatbot to swear at customer. https://www.bbc.com/news/technology-68025677
[iv] Pak’nSave AI meal bot suggests deadly and toxic spreads, supermarket says it will ‘keep fine-tuning’ https://www.nzherald.co.nz/nz/paknsave-ai-meal-bot-suggests-deadly-and-toxic-spreads-supermarket-says-it-will-keep-fine-tuning/6BHCPHS7BNGQZJHOBI5H5USAPQ/
[v]Sample prompt to generate an AI policy. “You are a Human Resources Policy Specialist tasked with developing a comprehensive policy for the responsible use of AI tools in the workplace. Your task is to create a detailed policy document that outlines:
Use a professional and clear tone of voice to ensure the policy is easily understandable. Your response should be formatted like a formal policy document, with clear headings and subheadings for each section.
Please refrain from including overly technical jargon that might be confusing to employees who are not familiar with AI.
Your expertise in crafting this policy will greatly contribute to the responsible and effective use of AI in our workplace.
Your details have been submitted and we will be in touch.
Your details have been submitted and we will be in touch.