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We’re entering uncertain and exciting times as 2024 dawns. New technology is reaching critical velocity almost faster than organizations can keep up. Recommendations and best practices for how to approach AI-enabled technology become outdated almost as soon as articles are published, as the technology keeps improving day after day.
But despite the pace of change, the key components of tech selection remain the same. Choosing a new AI-enabled solution will take understanding of the technology and buy-in from all stakeholders and users of the equipment. AI tools possess the power to have a significant impact on the customer experience, from gaining actionable customer insights to freeing up staff to engage in higher-level tasks. But choosing the right AI-enabled solution will depend on several factors.
How It Started, How It’s Going
AI, specifically Generative AI, saw explosive growth in 2023, with revenue soaring to approximately $900 billion. Business leaders across every industry must now grapple with executive mandates to quickly build and implement a new AI strategy. In addition to managing expectations about what AI could do for both employees and consumers, leaders must also juggle the new KPIs and goals that this potential has unlocked for their business.
The momentum for AI and AI-enabled tools shows no signs of slowing and trust in the technology and its output is on the rise. With mandates coming from executives and demand from consumers for these tools, the time is now to explore which AI-enabled technologies are best for your business. But if AI is now everywhere, promising to do everything for everyone, from every vendor you meet, how can you parse what will work for the specific problems your organization faces?
AI-enabled technology shouldn’t be thought of as a boogeyman or a magic bullet. Adopting any AI-enabled solution demands the due diligence of any other technology adoption, with delineated outcomes, clear KPIs and identified challenges to overcome. This way, you can determine if the strategy and execution will be successful.
Have a Little Faith
With the new year comes projects that need to be broken down for a clear view of what we need for success. From the macro to the micro, we must embrace the fact that the old ways of doing things need to be turned on its head, re-evaluated and recreated to fit with today’s landscape of how we live.
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Trust is a key factor in selecting any AI solution. With numerous options on the market, it’s crucial to trust both the AI itself and the partnership you’re establishing. Regardless of which AI-enabled technology is superior, its effectiveness depends on whether it aligns with your unique challenges, meets your specific KPIs, and achieves desired outcomes. Your understanding of your industry's nuances and your organization's strategy is unique, and not all AI solutions may cater to your specific requirements. Don’t compromise on trust; it’s essential for ensuring the solution delivers the expected results for your employees and customers.
Get Everyone Onboard
For implementation to be successful, the technology must be complete and embraced by everyone in your organization, from daily users to top executives. It should seamlessly fit into your existing workflows, processes and tools, reducing the need for extra effort or context switching. In short, your AI solution should be fully integrated and adopted, regardless of how specific or broad its use case is.
A purpose-built AI tailored to your business needs can simplify your tech stack and human-led processes, which makes work clearer and more efficient with minimal overhead. The most effective AI-enabled technology can produce more output in less time, ensuring your employees and customers spend less energy for greater rewards.
Demand Pinpoint Precision
Along with trust and buy-in, a reliable AI solution must prioritize accuracy. While many solutions aim for accuracy during development and testing, real-world deployment may differ once you start applying the technology to your unique use cases.
Any AI solution you’re considering should consistently deliver accurate results in every situation. Without this reliability, you run the risk of introducing confusion and misinformation into an already complex ecosystem. AI solutions have the potential to enhance efficiency, provide contextually correct answers and reduce cognitive overload. However, without the right AI that provides precise and trustworthy solutions tailored to your organization's language and internal knowledge, you may encounter friction and churn — despite your best intentions.
Conclusion
AI is changing our existence, letting us rewrite the rules to suit our business to meet today’s needs better. Many executives believe that AI will have a transformative impact over the digital customer experience over the next two years. As a result, you’ve likely had to challenge the norms you’ve come to know and will continue to do so throughout 2024 and beyond. By adjusting your judgment (while relying on tried-and-true processes that ensure successful technology adoption) you can adopt an AI-empowered way to take your business into the future.
Learn how to make AI-enabled technology work for you at nice.com.