As a leader, you’re probably hearing a lot about where you could be using AI - but you should also be asking if you SHOULD use it everywhere. Not every bright shiny object belongs in every part of your organisation – and you need to make strategic choices about where you use AI.

https://swiy.co/go-should-you-be-using-ai-for-this

As a leader, where could you use AI more in your organisation? More importantly, where SHOULD you use AI more? And even more importantly, where should you NOT use AI?

I recently attended a digital transformation event, with guest speaker Bobby Patel, the GM of Data & Analytics at RAC WA. They are a strongly data-centric organisation, and now use AI extensively, for almost every function.

In the Q&A section, somebody asked him,

“Will you use AI to replace your local call centre staff?”

And he said No.

The reason is their call centre is based locally, and part of RAC’s mission is to serve the community – and firing call centre staff to replace them with AI goes against that mission.

In fact, they do use AI in their call centres – but to assist the staff, not to replace them. So, if a customer calls with a question or problem, the staff member can use AI in the background to find the correct answer faster.

This is a really good use of AI, and it’s all based on ensuring AI doesn’t contradict the organisation’s value.

You should do the same.

Align your AI strategy with your mission, vision, values, and principles.

It’s part of the “people first, technology second” approach to AI.

Use this whenever you’re planning to introduce AI (or any other initiative) in your team and organisation. To find the right balance, start by checking what you stand for, and make sure that remains front and centre at all times.

If you’d like to know more, join my online presentation soon about AI for leaders, where we will look at this kind of issue. Some of the issues are internal (leading your team) and others are external (enhancing customer experience). It’s free, public, and open to all – so you’re welcome to share it with others as well.

Register for the virtual masterclass:

https://swiy.co/go-should-you-be-using-ai-for-this

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