September 12, 2018
By Naveen Joshi
No doubt, AI can revolutionize and innovate every facet of a business. Yet for successful AI adoption, the human roles driving AI projects must be performed by tech and business-savvy people working within the enterprise.
We know that the ability of AI to drive organizational growth, innovate internal workflows, automate tedious and mundane jobs, enrich customer experience, and meet business goals is just incredible. Hence, in this era of business transformation, organizations are readily utilizing AI and its potential to partake in the technological revolution and innovation in business. Leveraging AI can either make or break an organization, depending completely on “how” and “where” the technology is used. However, leveraging the technology is secondary. Organizations should understand that the innovative technology, AI, can only deliver the expected benefits if the people associated with an AI project collaborate with the technology in the right way. The roles driving AI projects in any organization include business leaders, IT experts and customer service representatives. Each of these roles must perform their responsibility to the best of their ability to drive an AI project to success.
Roles driving AI projects
Every organization aims to achieve successful AI implementation, yet AI will work faster, give optimum results, reduce operational costs, and enhance workforce productivity only if the employees within the organization are hard-working, talented, and skillful. Let’s check out the different roles associated with AI projects:
- IT experts
- Customer service leaders
- Business leaders
IT experts have niche AI skills and include data scientists, IT analysts, AI developers, designers, and systems engineers. These employees are responsible for developing a robust, reliable, and efficient AI model that can perform and automate internal processes. High-quality, rich and meaningful data from multiple sources is fed into the AI model for training until the model becomes 100% accurate. Once the final AI model is developed, the responsibility of ensuring that the model works well, by experimenting with it regularly, lies on the shoulders of the system testers. Additionally, in case there are modifications in the business objectives of an organization, then the role of AI developers is to re-view the goals and re-build the model accordingly.
The prime focus of any B2C organization is to fulfill the ever-increasing demands of customers and keep them happy. Hence, to drive customer satisfaction, companies are increasingly embedding sensors to products so that they can gather customer data. AI and customer experience are closely related. The collected data is given as input to the AI model, which then predicts the behavior of customers. By understanding customers’ needs, organizations can improve their products and services, thereby enhancing the customer experience. Furthermore, chatbots are a great way to enhance the customer experience. However, customer service leaders continue to play a vital role in customer experience and satisfaction. The responsibility of a customer service leader is to provide optimum support to their customers, while ensuring that the staff under them works efficiently. Customer service leaders should ensure that the proposed AI model is operating efficiently and is leading to the expected outcomes. If not, the leaders are responsible for collaborating with developers to solve the problem, whatever it may be.
Business leaders such as CDOs, CIOs, and other business executives are responsible for collaborating data with technology. The role of a CDO is to provide ways to manage and use the collected data, thereby building the right data exploitation strategy. A CDO bears the responsibility to establish a governance policy and ensure security, privacy, and quality of data to make an AI project successful. On the other hand, a CIO is accountable to improve, transform, and innovate products, while ensuring that the business objectives are not compromised. The business executives are also responsible for providing the required “funds” for leveraging AI, building infrastructure, and hiring a team of experts.
We come across several disruptive AI innovations in our day-to-day lives and happily thank the technology. But, the real disruptive power of AI lies in the hard work of the talented and committed individuals who work behind the scene.
Copyright 2018 Forbes LLC. All Rights Reserved.
Quality News Today is an ASQ member benefit offering quality related news
from around the world every business day.