There is no organization that intends to lead in its field that is not currently considering the best way to leverage the possibilities currently offered by Artificial Intelligence.
There are many examples of applications for this technology in various fields, ranging from code generation in software production, image production without involving illustrators, and the creation of knowledge bases to answer questions without human intervention, among others.
Some of us have already had the opportunity to interact with this type of solution in customer support channels, not always with positive results.
Many organizations are advancing with initiatives in the field of Artificial Intelligence because they feel competitive pressure and do not want to “miss the train.” These are organizations for which the motivation for changes of this nature involves cost reduction and an increase in capacity and response time.
However, what we have seen in many of these cases is a degradation in the quality of service provided and increasing customer dissatisfaction, which is often only noticed by the organization when it is too late to recover them.
To avoid these pitfalls, it is important for the organization to have a medium/long-term strategic vision for the adoption of Artificial Intelligence and not be exclusively focused on immediate results.
It is important that you establish concrete business objectives and goals that allow you to measure progress and impact over time.
The organizations that will thrive in the future will be those that have the ability to take advantage of the possibilities offered by Artificial Intelligence, transforming them into productivity gains and value creation.
These are organizations that do not simply replace tasks with technology, but challenge their processes, organizational model, functions, and the responsibilities of their employees in order to achieve significant benefits from the adoption of Artificial Intelligence.
We are talking about organizational changes with a significant impact on people, who will need to acquire new skills to perform new roles.
Changes that can generate uncertainty and insecurity, with potential impact on organizational climate and productivity.
The change management process is critical to the success of these transformations, since technology only produces results if people contribute to its functioning.
This means that they need to see beyond the tool that is made available to them and understand the added value – what can be gained individually and collectively.
Artificial Intelligence is here, it’s here to stay, and it’s changing the world at a faster and more profound pace than we can imagine.
Its adoption should not be seen as just another implementation of a technological tool, but rather as an instrument to leverage the transformation of organizations, making them more competitive.
And your organization? Are you moving towards Artificial Intelligence with a view to cost reduction or value creation?