After reading the HBR case study, I can see how big the excitement is around AI and how PulsePoint’s executives are eager to shift after “going safe” for several years. However, before making this shift, I think it is important for them to slow down, as committing to a full-scale implementation could create a headache for the organization.
Finding solution alternatives
I think a smart approach would be to assess one small pilot program, in this case, to implement the bot with a select group of tech-savvy clients. With this assessment, PulsePoint can allow staff and clients to identify bugs earlier in the technical assistance creation and testing process prior to launching the official product to all clients. A low-risk pilot solution can determine if the bot helps or creates more problems than it is worth!!
Additionally, I believe it’s important to consider clients, partners, and allies in this process. This has to be human-centered. If PulsePoint’s biggest clients, partnership organizations, or stakeholders are against the incorporation of AI in the business, I think it’d be important for PulsePoint to listening the issues surrounding privacy or the reliability of the service they are offering. After that, have all of these discussions be the basis to build a rollout plan that works for everyone, not just for the people who want new technology to “innovate.”
AI should not be a replacement for human talent, but the automation of tasks
The idea of a bot taking their job could scare anyone, especially if Pulsepoint does not manage this process in a way that feels comfortable and respectful. If I were the one in charge of this initiative, I would phrase it like this: “The bot will do the boring, repetitive stuff which gives our clients and employees, the opportunity to build real relationships and challenge themselves to solve bigger problems.”
Conclusion
In conclusion, (and in my personal belief), the companies that will be successful using AI are not the ones that rush in but the ones that take their time, learn along the way, and involve their employees and clients in the process, receiving constant feedback and centering human talent over AI. PulsePoint has an opportunity to get this right, but that means they need to slow down and be purposeful about it.
