What is the trait most needful to be AI and future-ready?
Workato Automate Asia 2023
I attended the recent Workato Automate Asia 2023 and walked away with a better understanding and appreciation of AI and Automation (AIA). I have seen new possibilities of how AIA could be incorporated as a singular Action Plan, especially when we are using different platforms for our operations.
During the session, we learned about the development of an AI2 enterprise built on mindsets of growth, scale, and process. With low code / No code (LCNC) tools, companies can empower the various departments in their digitalization and operational optimization. As we develop our plans, let us build our solutions on the pillars of data security, data privacy, and data governance.
The solutions that we eventually implement can be safe, secure, and scalable. AI is not meant to be autopilot but would be better positioned as a co-pilot. Sorry to disappoint the hopefuls, but AI is not the silver bullet to end all of our operational challenges.
My muse - Implementation
No idea can be greater than its implementation. We will still need to account for the returns on investments, the effectiveness and efficiency of the solutions implemented.
AI can be helpful in taking over mundane, high-volume, and repetitive work from us so that resources can be freed up to deal with more complex matters. Let us start our journey by identifying the problems and establishing the problem statements.
We can consider starting with a smaller implementation (with a stronger potential for success and noticeable returns). Let us partner with our colleagues who are more excited about these changes as a successful use case is strategic. The initial success and returns can convince the company management to invest more in AIA projects in the future. With LCNC solutions available with better affordability, I think that the barrier to entry has been lowered for all businesses.
Data, process & digitalization
AI remains an algorithm-based solution that is based on a data set. If the process and database are messy, the AI will not be able to its maximum potential too. "Garbage in, Garbage out" (GIGO) remains true. We need to do our due diligence pertaining to data accuracy, relevance, and timeliness.
For a start, I think that we need to document all our processes. This will form the foundation of our digitalization. If the business data (internal, external & public) remains largely on pen and paper, digitalization should be the next step after documenting the processes. We need to establish the need for traceability and accountability for the various workflows. There is a cost to data collection in terms of time, human efforts, process, technological investments, and system requirements. Should the data be largely unused, let us question the need for its collection, process, storage, and maintenance.
Humanized Digitalization
Personally, it is vital for management to identify the various touch points where human contact is most crucial. This could turn out to be an important competitive advantage. Sometimes, calling up the banks can be a "cold" experience as we interact with old voice recordings and the keypads. Finding the sweet spot between AIA and human contact will be crucial to our business positioning. How can we start on this? Maybe we can start by asking ourselves how we feel as we go through some of these tasks and processes.
AI is not just another buzzword. AI is the trend and should be one of the greatest technological innovations for modern civilization. This brings automation to a new level. With AIA, we should target better productivity, scalability, cost reduction, and resource optimization. What works for Paul may not always work for Peter. Let us be mindful as we navigate the transition and be culturally sensitive during the implementation.
There was an interesting question that was asked during one of the sessions:
"How can older/senior workers keep up with these developments".
For me, the key lies in a hunger to learn. Coming to learning, there is no age limit. We need the digital savvy from youths to be married with the experience of the old. As management, we need to keep the company relevant. There is no need to be the first for every new innovation. However, there is a greater need to cultivate the hunger to learn & improve as both individuals and corporately, as a business.
There will be resistance to change. There would be some who will advocate the changes. Yet, may we be the leaders who can show the way and lead the way. It is not in technical knowledge but in a willingness to learn and grow together. With lifelong learning, may we be able to create and scale our solutions to develop a world-class service experience. With this, I wish all "happy learning".
This post is taken from my LinkedIn account.
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