How AI can create opportunities

Ongoing war, growing epidemics, the sharp edges of an accelerating climate crisis, recession, labor shortages, social media – a terrible cornucopia of disasters is creating a sense of chaos in the world right now. This made uncertainty the perfect theme to emerge from Gartner’s recent IT Symposium in Orlando. Gartner’s top trends for 2023 are close to the idea that all this unprecedented uncertainty surrounding us brings opportunity.

Technology is becoming more and more embedded in all aspects of business, creating complex systems that cannot communicate with real-world uncertainty engines. As distinguished VP analyst Frances Karamouzis pointed out when presenting the trends, cloud platforms are moving away from focusing on “technology” and “business value” as key differentiators.

This seems to suggest that businesses are less concerned about what a piece of technology is, and more interested in the specific ROI it can deliver. “Business value” means providing users with an experience across all channels and technology that works well and is rewarding enough to keep them coming back for more.

It’s no secret that AI is at the forefront of every conversation about technology. McKinsey’s 2021 AI Report found that 56% of businesses reported adopting AI in at least one job, up from 50% last year.

The hype is justified as AI is the catalyst for the alchemy of turning uncertainty into opportunity. Among many other things, AI—and conversational AI in particular—represents an opportunity to restructure organizations around technology in ways that will enable them to drive themselves.

The problem is, many businesses are using AI the wrong way. Gartner estimates that 90% of all AI conversational applications currently in the world will fail, if not already. With that in mind, here are three steps you can take to do the opposite.

Uncertainty in clothing with smart communication fabric

One constant in business (and life) is that when there is poor communication, uncertainty thrives and opportunity diminishes. Right now, since there are many big waves of uncertainty that will crash in almost the same place as the proportional increase in technology, the need to establish communication in all organizations could not be clearer and more urgent. That resilience takes the form of something best described as an intelligent communication fabric that connects people, systems, and things.

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A smart communication fabric is complex to create and will fit differently for every company, but it’s something any organization can begin to strategize about building using the tools currently available. This fabric allows organizations to use conversational AI in critical ways. With it, they can orchestrate the next technology under a veil that defies the ugliness we expect (and accept) from user interfaces. Instead of GUIs, the entry point is a conversational interface, something anyone can use without special training.

Customers can use this interface to access many of the automation features within a self-driving company, and these solutions can be very effective in meeting those users when they have the information they need most.

Employees can use the interface to have the same effect, but also have the opportunity to use the conversation—in the form of creative tools without code—to design and change customer-facing automations and internal automations that free them from tedious tasks, freeing themselves. more time to solve creative problems. Best of all, unlike GUIs, which have a very low ceiling (there is only a large screen space, after all), the communication of conversations can grow without limit (you have no limit to the number of bots or the functionality of the user can interact with the conversation).

Whether businesses are building their own fabric or purchasing a functional solution from the marketplace, it is important to accept that the fabric of connecting people, systems, and things is a fundamental need to compete in this new and uncertain era.

Work with purpose, in the moment

“Tomorrow and tomorrow’s plans will have no meaning at all unless you are fully connected to present reality…” That’s what Alan Watts wrote in The Wisdom of Insecurity. It is unlikely that he was thinking about technology when he wrote these words, but they have a special importance for companies as they get their support through the conversation of AI.

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One of the biggest mistakes people make with AI comes with trying to solve hyper-specific problems, which often requires a lot of advanced planning and building, followed by testing, crashing, and busy rebuilding. It’s hard to live in the modern age of rush-and-wait product development.

There are many point solutions in the marketplace that can speed up the process and automate isolated processes with a seamless user experience, but those solutions can grow as big as their boxes. Also, having integrated point solutions that work in different parts of the organization misses the point of AI (and is spread across the outdated software cycles we’re trying to navigate).

AI reaches its potential when it is part of the problem-solving matrix that runs at the heart of an organization—an ecosystem that allows all aspects of that organization to improve efficiency. You cannot build something so big and delicate by planning every step from the ground up in advance.

Once you have an intelligent communication fabric in place, however, you can start using code-free creation tools to start sequencing the technology and data to build your own automation. Naturally, this will involve some planning, but it is always better to build, even if you build something bad. Early automations will crash and burn in painful and embarrassing ways (which is why it’s better to start automating internally).

The point is to learn from mistakes and fail to move forward faster than before. This is done by identifying processes to automate and working with the people who best understand those processes to design and iterate on automation. Insurance disruptor Lemonade is a great example of how a successful organization with AI can work, and its founder, Shai Wininger, describes the company as “run by a small group of very smart, carefully selected people who include an engineer. lean on David rather than cruel Goliath.” This requires a more agile approach than Agile, keeping you fully connected to the current reality and leading directly to the next step.

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Manage your development cycles

Companies that maximize the benefits of AI create, design, test, iterate, implement, test, and iterate again every day, or hourly. They successfully write and refine their software on their own timeline. They own their development cycle, and if you own your development cycle you can control your trajectory.

It’s unfair to suggest that point solutions can’t get better over time, but if you need to customize the solutions you use, you’re immediately locked into their development cycle. That could mean waiting weeks, or months, (or even years) for an update that could be critical to your process. That’s a lot of time to enter uncertainty, especially if your competitors are controlling their development cycles.

When organizations have an intelligent communication fabric in place and automate this way every day, they are in a position to reach a state of hyperautomation—creating and continuously developing their powerful personal software using creative tools that do not have code in their development cycles. . Any organization in a state of hyperautomation will hopelessly outpace any competitors locked into a third-party vendor’s timeline. They will also remove a lot of uncertainty while opening up the possibility of mining as a daily practice.

In the same book about insecurity, Alan Watts also talks about how our adjustment to “being rational in life” has made the impossible task of “fixing flexibility.” The world will always change. In some ways, the widespread adoption of hyperautomation will accelerate the reign of chaos, as disruptive changes will disrupt all industries in different ways.

When it comes to business and technology, intelligently applied AI allows organizations to react to change in a fast and intuitive way. Unfortunately, none of the above steps are turnkey in nature, but each one is necessary to meet uncertain times and your perceived opportunity.

Josh Tyson he is the creator of The Age of Invisible Machines, director of Storytelling at, and the team at N9K, the podcast of tomorrow.


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