AI is exciting, but amidst all that excitement, there’s usually one thing that gets overlooked: AI isn’t just a tool; it’s a strategy in its own right. And just like any strategy, you need to know where you’re starting from before you begin rolling it out. Otherwise, the entire approach fails to make sense.
So where is the best place to get started with AI?
Believe it or not, the best place to start isn’t at the beginning. It’s actually at the end. Rather than first asking which AI tool you should buy, it’s much more useful to ask what you want the AI tool to achieve.
It’s something often asked after the fact, but making this the starting point can mean you’re able to get more from your technology – and make it more valuable for your team.
The problem with starting with the technology itself is that businesses then spend months trying to force it into existing processes. Working backwards, however, means that instead of moulding your business around AI, you’re in a position to be able to shape AI around your own business needs.
A simple way to approach it is to work through the following steps.
1. Define the outcome
Start off by deciding exactly what success looks like to you. Faster customer response times? Less administration? Better reporting? Improved compliance? Be specific, and understand what you want.
2. Identify the roadblocks
What’s stopping you from achieving that outcome? Once you understand the parts of your process that are slowing you down or causing headaches, it’ll be easier to see how the process can be improved.
3. Map a better process
Before introducing any new tech, think about what the new workflow should look like. Eradicating unnecessary steps and simplifying processes will remove ‘clutter’ and show where AI can fit in.
4. Consider governance
Agree on who’s responsible, what information can be used, and how the output will be reviewed. Without thinking about this at the outset, even a well-designed process can create unnecessary risk.
5. Choose the right technology
You can now focus on tech and start to compare AI and automation platforms. You’ll already understand what capabilities you need, so you won’t be distracted by shiny features you’ll never use.
6. Train, track and refine
Successful automation isn’t a one-off. Users need to understand how to get the most from the tech. Outcomes need monitoring and reviewing, and processes should evolve as your business changes.
Working backwards produces better outcomes because every decision has a clear purpose. It means you’re solving an existing business problem, rather than creating a new technology project just for the sake of it. It also makes measuring success much easier because you already know the outcome you’re aiming for. And so, instead of asking whether an AI tool is impressive on the surface, you can ask whether it actually reduces costs, saves time, improves service or boosts decision-making.
If you’re considering AI or automation but aren’t sure where to begin, an Automation Discovery Workshop can help identify the opportunities that’ll deliver the greatest impact before any technology decisions are made. PSTG is here to help you take control of your technology at a time when responsibility is increasing, and support structures are changing. We’ll ensure that AI and automation are introduced with the strategy, governance and support needed to deliver lasting value.