‍On AI.

Artificial intelligence (AI) has long established itself as a groundbreaking technology that is swiftly transforming the way organizations (and people) think and operate. 

While many had their initial encounter with AI through modern online chatbots like ChatGPT, AI technology has been around since as early as the 1960s and is actually more far-reaching. It refers to any machine that can perform tasks that normally require human intelligence, such as understanding language, recognizing patterns, learning from data, and making decisions. In a business context, AI implementation has enabled organizations to achieve greater quality, precision, and efficiency in their work. 

With even more powerful technology entering the field in recent months, the impact of AI on organizational efficiency cannot be understated, and its adoption may soon be critical to staying competitive in today's digitally savvy business environment. 

Why AI Matters for Processes. 

Business processes are the activities and tasks that an organization performs to deliver value to its customers and stakeholders. Generally, these can be classified into three types: core processes, which are directly related to the value proposition of the organization; support processes, which enable the core processes; and management processes, which monitor and control the core and support processes.

AI can have a significant impact on all types of business processes and for companies in various industries. Here are just some of its benefits:

• Efficiency and productivity gains. AI tools can automate routine tasks, such as data entry, document processing, customer service, and reporting. This helps reduce errors and free human workers up for higher-value work that requires creativity, judgment, and empathy. AI can also handle tasks at a pace and scale that humans can’t match, such as analyzing large volumes of data, detecting anomalies, and optimizing outcomes.
  

• Improved speed of business. AI can shorten development processes, accelerate decision-making, and deliver faster ROI on development investments. AI-powered tools can also help companies adapt to changing customer needs and market conditions by providing real-time insights, recommendations, and feedback.
  

• New business capabilities. AI can enable new products and services, create new markets and customer segments, and enhance customer experience and loyalty. This allows companies to expand their business models and differentiate themselves from their competitors by offering personalized solutions, innovative features, and superior quality.
  

How Can It Be Used?

As mentioned in its benefits, one of the primary ways AI has impacted business processes is through automation. AI-powered automation of routine and data-based tasks can help companies achieve higher levels of efficiency, speed, and consistency in their workflows, leading to cost savings and improved productivity.

Another area where AI is transforming business processes is through predictive analytics. AI algorithms can analyze vast amounts of data, detecting patterns and providing insights that can aid decision-making. With AI-powered predictive analytics, businesses can forecast sales, identify market trends, and enhance customer experiences. By anticipating customer behavior, companies can make better decisions and optimize their resources.

Artificial intelligence is also revolutionizing customer service. AI-powered chatbots and virtual assistants have become increasingly popular in the past decade, providing 24/7 customer support and improving response times. Chatbots can interact with customers, answer their queries, and resolve issues autonomously, saving time and money for businesses. Most notably, AI chatbots can learn from customer interactions, improving their responses and predictions with each interaction.

AI has enhanced human resource management, helping companies automate recruitment. AI-powered software can scan resumes, identify skills and experiences, and shortlist candidates that match specific job descriptions, saving time for HR executives. AI performance management systems are also able to assess employee performance based on metrics and provide feedback, facilitating talent development and retention. Finally, by analyzing past employee data, AI can even identify individuals who might be at risk of leaving, which can help HR departments take preventive action and retain high-performing employees.

Use Cases. 

With such a wide range of functions and possible uses, diverse organizations have started to shape and adapt AI-powered tools to their products and services — and their usage goes far beyond digital. Here are just a few examples of how AI can be applied in different sectors: Here are some specific examples of how AI can be applied in different sectors:

• Financial services: AI can detect fraud, approve credit applications, provide customer insights, and optimize IT efficiencies. For example, JPMorgan uses AI to analyze millions of transactions per day and flag suspicious activities. The bank also uses AI to approve credit applications for customers who might otherwise be declined or fraudulent.
• Manufacturing: AI can optimize production processes, improve quality control, reduce waste and energy consumption, and enable predictive maintenance. For example, Siemens uses AI to monitor the performance of its gas turbines and predict when they need servicing or repair.
• Healthcare: AI can assist in medical diagnosis and treatment, personalize medicine, improve patient outcomes, and reduce costs. For example, IBM Watson uses AI to analyze patient data and provide evidence-based recommendations for cancer treatment.
  

Leveraging AI for Business Processes.

Although the above use cases cover only a few sectors, any organization can benefit from AI-powered tools in their business. 

We always recommend beginning with an internal business and process audit to determine how prepared your (or your client’s) company is to embrace AI, and which departments it would be most effective in. Follow these steps to start: 

1. ‍Define the vision and strategy. Start by understanding your company’s vision and strategy for AI adoption. What are the key goals and objectives? What are the pain points and opportunities, as well as current capabilities and gaps? How will you measure success? Based on these inputs, you can define the scope and roadmap for your AI initiatives.‍
2. Assess readiness and maturity. Next, assess your organization’s readiness for adopting AI. How familiar are you and your team(s) with AI concepts and technologies? How willing are the key stakeholders to invest in AI? How prepared is the company to change its culture and ways of working? These insights can help to identify and address the strengths and weaknesses of your company.‍
3. Select use cases and solutions. Then, consider your current business processes and operations, and think about which AI solutions best fit your company’s needs and priorities. How impactful are the potential use cases for your business? How feasible are the solutions in terms of technical complexity? How scalable are they in terms of deployment and maintenance? Planning this step out ensures that you can prioritize the use cases and solutions that offer the highest value for your organization.‍
4. Implement the solutions. Finally, implement the chosen AI solutions using an agile approach (testing, learning, and iteration). Think about who and how will design, build, and deploy the solutions. How will AI be integrated with existing systems and processes? How will you train and support the users and stakeholders? How will you monitor and measure the performance and impact of the solutions? 
   

AI Best Practices.

And finally, to ensure the success of your AI initiatives, keep these best practices in mind:

• Align with the business strategy. AI should not be a goal in itself, but a means to achieve your company’s overall strategy. You should align your AI initiatives with the vision, mission, values, and goals of your business. Make sure to communicate the value proposition and benefits of AI to all teams and stakeholders, to secure their support and commitment.
• Focus on customer needs. AI should act as a problem-solving tool that addresses your company’s and its clients’ needs. We recommend taking a human-centered design approach that emphasizes understanding your customer and their pain points, preferences, and expectations. It can also be helpful to test new solutions with both employees and clients and incorporate their feedback and suggestions.
• Leverage data and analytics. While AI technology is complex, as a tool, it should be a transparent and explainable system that leverages data and analytics. Ensure that your organization has access to high-quality, relevant, and diverse data that can fuel your AI solutions. You can also use data and analytics as a performance measurement tool to validate assumptions, test hypotheses, and track results.
• Foster a culture of innovation. AI implementation should not be a one-time project, but a continuous journey that requires constant growth and improvement. We always encourage clients to foster a culture of innovation within their organization that embraces change, experimentation, and learning. This will help not only with embracing AI but also with facilitating any other company-wide change. 
• Ensure ethical and responsible use. Because AI is a relatively new tool, it’s crucial to remember that there are ethical and legal implications if the technology is misused. To identify and mitigate any risks for your business and your clients, ensure that your organization follows responsible guidelines for using AI, such as fairness, accountability, transparency, privacy, security, and sustainability. 
  

Final Thoughts.

In our digital-forward era, artificial intelligence has become a powerful force for business innovation and growth. From automating mundane tasks to forecasting sales and analyzing customer data, AI has helped revolutionize operational processes across businesses of all sizes and sectors.

As a tool, AI can enable new business capabilities, improve process efficiency and productivity, and enhance customer experience and loyalty. By learning how to harness the full potential of AI-powered solutions, organizations can accomplish strategic business goals, achieve competitive advantage, and create value for their clients and stakeholders. All of this can be particularly helpful in accelerating a company’s digital transformation journey.

By now, we have observed enough to confidently say that AI adoption is no longer optional for companies that aim to stay relevant and competitive in today's digital landscape. As AI continues to evolve beyond its current limitations, it’s exciting to see the innovative and impactful ways it can be applied to provide value to diverse organizations.

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If you’re interested in pursuing innovation and digital transformation to enhance your company’s strategy and improve operational excellence, don’t hesitate to reach out to us at hi@mad.co.