The buzz around GenAI is deafening. Business leaders are under pressure to show they are keeping pace with new technology and integrating their emergence into existing operations. They must also adopt the technology responsibly and ethically, to maintain their brand position and values.
The power of transforming everyday tasks should not be underestimated. Small efficiency gains create large value-add opportunities. In starting with small, easy-wins, AI can be integrated into existing operations seamlessly, while your workforce becomes accustomed to the technology. Leadership teams, and the wider workforce, will begin to identify further opportunities, with a greater understanding of how GenAI and human ingenuity can convene to deliver responsible transformation. We’ve highlighted some practical suggestions on how you can start to explore the value of GenAI in a low risk, responsible environment.
Complement your existing systems
GenAI’s rise to fame is largely thanks to its accessibility. But one size doesn't fit all. Business leaders could easily be led astray by following competitors. It’s important to take stock and find the right uses for AI for your business. A good starting point is to integrate Gen AI into your existing systems. In the same way legacy systems are modified and brought up to scale, existing automation technologies can be supercharged through AI. For example, GenAI could extract the data from existing automation systems, then bring this to life through heatmaps to showcase real areas of inefficiency. It’s all about making your systems work harder.
Use your people to generate use cases
Your most powerful tool is your people. They understand the inner workings of your operations, priorities and purpose better than anyone, or any digital tool. Reaching out to your employee base, beyond the C-Suite, to understand where they see GenAI best used will highlight areas for change. These use cases can be tested and investigated, with buy-in from the teams across the business.
Building trust with your stakeholders, both internal and external, is vital in deploying AI responsibly and ethically. Transparency speeds up innovation. Our Responsible AI accelerators demonstrate how right governance can accelerate innovation while managing risk.
In adopting this human-led approach, not only are efficiencies identified, but you’ll instil a culture that embraces change, rather than resists it. As further use cases are identified, your team will already be comfortable with the technology, accelerating your journey. In a world where 40% of CEOs believe their tech capabilities lag behind the demands of their strategic objectives, you’ll showcase your commitment to innovation. Those doing this already will become more proactive, more innovative and reap the economic benefits of tech-driven efficiencies, while keeping their talent front and centre.
Keep customers front of mind
Businesses perform best when they understand their customer. Technology can enable you to keep pace with changing customer needs, retaining their loyalty. AI has been delivering automated customer service for many years through chatbots. Advancements in recent years means AI can understand nuanced requests and sentiment, providing a more accurate, empathetic response. Customer queries can be triaged, with instant responses, meaning more complex issues are prioritised by the team. Customer wait time is reduced and their experience is elevated.
Data and consumer insights can be quickly mapped and understood, to spot patterns and trends, enabling a reactive business model. Robust data will deliver improved decision making.
Starting your journey
The time to get started is now. In starting small, with a clear purpose, you’ll secure employee engagement and establish a culture of innovation. As trust in AI grows and the opportunities for GenAI increase, wider applications and solutions can be implemented and their use accelerated by your earlier commitment to processes, skills and culture.
Google and PwC are committed to pioneering socially beneficial and responsible AI. Working in collaboration with Google, PwC is delivering focused workshops to identify use cases, define road maps & ensure the responsible implementation of GenAI at pace. We’re solving our clients' biggest challenges by combining our industry expertise with the latest technology.
Responsible and effective use of GenAI is all about human understanding and creativity merging with the technology. Ensuring a human-led approach across the full adoption journey, from idea to implementation, will drive long-term, sustainable success.
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