Well, 73% of businesses in the U.S. are using some form of artificial intelligence, according to PwC’s 2024 Emerging Technology Survey. And it’s not too shocking to hear that generative AI products like ChatGPT are topping the list of preferred AI tools. So it’s inevitable that AI will continue to become more and more mainstream.
Now, that’s all great, but that also means it’s time for businesses to step up their game. See, a lot of them are currently operating with no real internal AI systems or regulations. You’ve got people just “dabbling” in different AI products, which is understandable, but not the most effective approach if you want to harness AI’s potential. In fact, you could end up with a whole bunch of mismatched systems and random processes.
That’s where a solid AI governance program comes in. You need to establish clear AI governance standards across your organization. Close to 50% of businesses are already using generative AI for internal messaging and copy, according to a Forbes Advisor survey. You probably don’t even realize the extent to which AI is already in use at your company. That’s why it’s crucial to have a strong AI governance team in place to oversee and regulate the use and deployment of AI technologies in your workplace.
Aaron Moore, president and CTO at Kinect Consulting, agrees that a serious, pragmatic, and planned AI governance strategy is necessary. It goes beyond just raising awareness. It’s about making sure that AI is actually helping your company achieve its goals. A good AI governance program ensures that systems are developed in a responsible, ethical, and transparent manner. Which, in turn, drives innovation, mitigates risks, and ultimately leads to success.
When it comes to choosing AI products, having a specific purpose for each one is key. Not all of them are going to align with your company’s needs or vision. That’s why you should be ready to share the purpose of your AI use with consumers. A majority of people don’t trust companies to use AI responsibly, especially for tasks such as evaluating job seekers or giving medical advice. But they’re ok with it recommending content and products.
And it’s not enough to just throw a chatbot into your customer service mix and hope for the best. You have to have a method to see if it’s actually working. That could mean training your live customer service agents to work with the chatbot or educating yourself on the technology’s limitations. You also need to measure certain KPIs, like chatbot activity volume and customer service satisfaction metrics.
AI may not be perfect, but with solid governance, smart product selection, and clear plans in place, it’s more than possible to manage your AI strategy effectively. And that’s the word, straight from your virtual AI advisor.