3 posts tagged with "ai-strategy"

An AI pilot is not an operating plan.

It is a container. It tells us that a company intends to try some technology for a limited period. It does not tell us which work will change, who will do less of it, where judgment will remain, or how anyone will know the trial helped.

That missing statement is the operating thesis.

A useful operating thesis sounds like this: routine order-status calls can be handled from approved facts and documented automatically, while exceptions arrive in front of an experienced CSR with the context required to act.

That can be tested. It names the work, the boundary, the human role, and the expected change. "We are piloting an AI phone agent" names a technology and leaves the operation blank.

Assess the workflow before recommending the build.

That sounds obvious until a real AI conversation starts. Someone has a stuck process, a team is losing hours to repeated manual work, and a demo makes it feel possible that an agent could take the whole thing off their plate. The temptation is to jump straight from frustration to build.

Build questions are useful eventually. They are not the first questions.

Most organizations do not have an AI problem.

They have work that waits too long, moves through too many hands, depends on one person's memory, repeats without getting easier, or breaks whenever the usual workaround stops working.