Generative AI is one of the hottest new technologies to make its way into business operations in recent years, with its adoption skyrocketing among companies of every kind. In the latest annual McKinsey Global Survey, one-third of respondents said their company was using generative AI in at least one capacity, and three-fourths expected the technology to cause disruptive change in their industry in the next three years.
In a recent episode of The Distillery, Michelle Headrick, director of application services at Cask, discussed generative AI and the impact it can have on business functions, specifically for coding and workflow. Michelle, who leads Cask’s app development division, has been working in the application field for more than 20 years and is experienced with business intelligence and data warehousing. Her understanding of applications and data intelligence gives her a unique perspective on the value of generative AI in this space. Here are a few ways she says generative AI can improve workflow, efficiency, and service for businesses and their clients.
What Is generative AI?
Generative AI, or GenAI, is a kind of artificial intelligence that uses machine learning to create things, including written content, images, and videos. The creations are intended to mimic the intelligence and creativity that a person would use to make the same content. Perhaps the most well-known example of generative AI is ChatGPT.
GenAI is used in a variety of fields with varying levels of success. ChatGPT, for example, can create a number of different written products using prompts. Michelle says some of the valuable ways Cask is able to use GenAI include creating workflows, building code, or helping develop apps.
Helping employees
Generative AI puts more tools in the hands of professionals, allowing for more collaboration throughout a project. People with different training and skill sets are often assigned more narrow tasks that align with their specific roles. With the use of GenAI, people have a greater ability to work together on a project, with more collaboration and better visibility into the process. In the past, an intermediary may be needed to help bridge the gap between code builders and teams on the business side of a project. GenAI gives people with less technical knowledge the ability to work with some code on their own and understand what they need it to do, then work more closely with code builders to fine-tune the product.
There are understandably some concerns that generative AI could eliminate the need for some jobs. However, Michelle says this technology is something that should instead improve an employee’s workload. It can help build code and generate results faster, in turn making workflows more efficient and manageable. “We’re helping them do their job better and augmenting them,” Michelle says. “And it’s really about getting tools into our users’ hands faster so we can get that fast feedback loop going.”
Helping clients
Generative AI is not just an invisible tool that only benefits companies on the back end. It is something that can help companies provide faster results and enable them to receive client feedback sooner.
Michelle says it is difficult to quantify just how much faster GenAI can produce results. In some cases, when initial results would be delivered to a client in two weeks, they can be sent out almost immediately instead. This saves both parties an enormous amount of time and frustration as clients are able to approve or redirect work on their project right away. Collaboration between the company and the client can be more seamless and timely.
Not every interaction with a client will be face-to-face, and users often look for answers on their own, searching through a knowledge base or watching relevant videos. A poor interface or sifting through pages of unhelpful search results can turn clients off and make things difficult for them. Michelle says GenAI can help in this area as well, providing more accurate results and avoiding frustrated clients as their user experience becomes more intuitive.
Higher level of service
Michelle notes that GenAI will naturally cause jobs and functions to shift, but it does not replace the need for human involvement. The tool allows for a higher level of service as it combines artificial intelligence with human expertise.
Michelle compared the idea to the use of artificial intelligence in medicine. The technology can be an incredible benefit for medical practitioners, but a patient would still want to have a doctor treating them and helping them make important decisions. Likewise, AI opens up significant opportunities for businesses, but clients still want to have knowledgeable professionals using the technology in a meaningful way to produce a better product with personal service.
Avoiding GenAI pitfalls
Generative AI has many uses and benefits that can transform a business, but it can also cause some problems. After all, even the best technology must still be used with care and caution.
As mentioned previously, GenAI can lead to better collaboration between teams. However, Michelle points out that if people fail to collaborate when using GenAI, a business can end up with multiple results that do not work well together or accomplish the right goals. “It’s easy to build the wrong workflow,” Michelle says. “Make sure that you’re being super collaborative and that you understand exactly all of the things that you need to build in.”
Data governance is another critical concern when using generative AI. As the use of data grows and clients’ data is used in new ways, companies must ensure that the information is being handled correctly and not put at risk. Without strong data governance practices, a company can expose itself to major cybersecurity risks. It is important for organizations looking to dive in and work with generative AI to first put responsible data practices in place to protect their company and clients’ valuable information.
In the right hands, generative artificial intelligence can be an amazing tool. When an organization understands the role of GenAI and the best way to adopt the technology, it can use GenAI for the benefit of the company and its clients for a more efficient, satisfying result.
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We’re with you for what comes next
You're working in a rapidly shifting environment.
Global dynamics, AI advancements, heavy competition–the only certainty is change.
We get it. And we’re here to help you harness the full potential of ServiceNow to simplify transformation.
Let's navigate the future together.
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