When done right, you can see immediate benefits — like in the case of banks or customer service industries — because good automation reduces workloads, delivers consistent experiences, and retains customers.
How should business leaders be measuring or evaluating the success of an AI solution?
I think number one, you have to know what you’re trying to solve, what you’re trying to accomplish, and not just for today, but you have to look into the future and say, where do I want to be in 12 months, 24 months from now?
I tell everyone, if you’re just trying to be reactive instead of proactive, you’re going to lose at the AI game. So one is, where do you want to be? You’ve got to know where you’re headed as a company. You’ve got to understand your goals.
Number two, make sure that you have your team on board, make sure that the stakeholders understand it. So when you go to work and implement the actual solution, that you have the team working towards one goal.
It’s also important to grasp that even if you roll out a solution, by the time you implement it, there’s going to be a new name, a new solution, and everybody’s going to be talking about something new and you’re going to have a little bit of panic saying, “Oh my gosh, I just spent… “
That’s why it’s critically important that you pick the right vendor. You need a company that is agile, that is focused on innovation, is spending money on innovation, and they have a proven track record of being able to bring products to the market that work and are effective. If they’re not, move on.
