CIO OPINION working committee , or centre of excellence , can bring Generative AI to life and continually improve its use throughout your organisation .
The working committee develops a common architecture , framework , and use cases that the whole company can leverage within the guides established by the governing committee . Your AI platform should align with the other technology platforms standardised across your organisation .
By taking this approach , you can develop proprietary Generative AI tools so that everyone across the organisation can use AI securely , keeping all information within its walls and not used by external entities to train AI models .
This approach democratises the use of Generative AI . The nature of the technology is such that whether you are a business user or an IT team member , you can be very proficient in AI based on the nature of the tools made available throughout an organisation .
Can technology deliver better CX or worse CX ?
Enabling a digital channel without a properly designed backend process can harm CX . If the channel that a business is setting up is not suited to the engagement it is trying to conclude , and the backend process has not been automated effectively , forcing customers to engage in complex process with agents , then that CX is going to suffer , resulting in an unhappy customer .
It is abundantly clear that delivering technology is only one part of the equation . There needs to be a comprehensive approach with the following components in place . The right technology , a comprehensive customer journey mapping exercise , and the facilitation of the required automation .
In other words , you want your technology partner to deliver the channel and process , map your customer journey and ensure that automation makes for a fluid , seamless customer journey .
A key component of getting it right is matching the right channels to interaction complexity . Simple transactions can be actioned using digital channels and a level of automation . On the other hand , more complex transactions should rely on human input and the use of traditional channels , such as voice and email . A good rule of thumb is : When an engagement is complex , go with the agent , when it is transactional , you can automate it .
Delivering a good CX is not about making an investment and then forgetting about it . There needs to be ongoing quality assurance checks , and modern tools that enable real-time quality assurance , that can radically improve a customer journey .
Simplifying customer engagements requires successful channel management , which goes beyond just implementing technology . It is important that a partner can deliver a full suite of technology , but it is crucial that they are also adept at mapping customer journeys efficiently while knowing how to design backend processes and automate effectively . Modern customers do not stick around indefinitely , they demand superior CX .
Kelvin Brown , Customer Operations Executive , Telviva
Turning AI principles into actionable policies that organisations can follow effectively and responsibly is a significant challenge . Governance develops the guiding roadmap and the working committee delivers AI platforms , tools and use cases . But when it comes to helping ensure employees embrace the Generative AI tools , that is where culture comes in .
Building AI culture
It is the human touch that brings AI culture to life . This multi-pronged approach includes a train-the-trainer , executive leadership training , event programs , and more . Leaders are trained on using AI specifically for their areas such as finance , marketing and sales . The leaders then share what they have learned with their teams . Additionally , every employee will receive Generative AI training .
This will help employees upskill , build a baseline of understanding , reduce fear of AI , and adopt internal AI tools more broadly .
It is important to foster a culture that supports learning and innovation when it comes to Generative AI . Empower those using Generative AI to share their experiences related to working and learning with new technology and provide learning and training opportunities to your AI evangelists .
AI culture is being built this way as more and more employees leverage Generative AI and know how to get the most out of it .
Generative AI in business is not just for data scientists . Its capabilities can be leveraged across your organisation by every employee . As AI technologies become more prevalent , it is crucial employees are equipped to manage the opportunities and threats that come with it . A governing structure and working committee can provide the Generative AI roadmap that brings people together as they delve into this technology journey successfully . p
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