AI Won’t Change Companies Without Great UX

As artificial intelligence algorithms infiltrate the enterprise, organizational learning matters as much as machine learning. How should smart management teams maximize the economic value of smarter systems?

Business process redesign and better training are important, but better use cases – those real-world tasks and interactions that determine everyday business outcomes – offer the biggest payoffs. Privileging smarter algorithms over thoughtful use cases is the most pernicious mistake I see in current enterprise AI initiatives. Something’s wrong when optimizing process technologies take precedence over how work actually gets done.

Unless we’re actually automating a process – that is, taking humans out of the loop – AI algorithms should make people’s jobs simpler, easier, and more productive. Identifying use cases where AI adds as much value to people’s performance as to process efficiencies is essential to successful enterprise adoption. By contrast, companies committed to giving smart machines greater autonomy and control focus on governance and decision rights.

As artificial intelligence algorithms infiltrate the enterprise, organizational learning matters as much as machine learning. How should smart management teams maximize the economic value of smarter systems?

Business process redesign and better training are important, but better use cases – those real-world tasks and interactions that determine everyday business outcomes – offer the biggest payoffs. Privileging smarter algorithms over thoughtful use cases is the most pernicious mistake I see in current enterprise AI initiatives. Something’s wrong when optimizing process technologies take precedence over how work actually gets done.

Unless we’re actually automating a process – that is, taking humans out of the loop – AI algorithms should make people’s jobs simpler, easier, and more productive. Identifying use cases where AI adds as much value to people’s performance as to process efficiencies is essential to successful enterprise adoption. By contrast, companies committed to giving smart machines greater autonomy and control focus on governance and decision rights.

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