The ways businesses are thinking about AI is changing constantly. These are still the very early days of the AI Boom. By and large there is still a massive amount of confusion as to what AI really is and what it takes to achieve maximum benefit. Several reasons for this include obvious factors like…
- Poor use case choices
- Automation is the primary driver
- Data doesn’t support the need
- The Human is left out of the loop
Point #4 is what Forrester focuses on in their study Ground Your Workforce AI Strategy In Human Experience, which indicates that businesses need to “Put Employees at the Center of Your AI Efforts to Drive Business Success.” It’s vital for businesses and service providers to understand this. Unlike traditional Automation where a bot is doing most, if not all the work, the employee is usually just involved in validating the output or the work of the job. The proper design of these solutions should start by focusing on the use of AI as a co-worker and a tool. I frequently use the analogy that AI is the brain that drives the hands or actions of a human. This AI brain, while smarter about complex data problems and outcomes, cannot do anything with this information without an action taking place. The employee should be the centerpiece of this process.
We have developed some incredible AI Engines this year for Claims and Prior Authorization in Healthcare. The output is incredibly robust because of the type of data we are feeding it and our incredible Machine Learning and Modeling capability. In addition, we created a Generative AI application that processes patient visits that can provide instant feedback around their medical history and neuro relationships with other patients and providers. This is all great, but how can any of this information be used so it makes an impact?
The answer is to start with the Subject Matter Expert who is doing this job currently. Gather all the information this person needs and accesses. Look at their history of processing transactions or decisions and use that data as well. In addition, examine their workflow and figure out how it can be enhanced using AI and automation that is human centered. Think of this as the ultimate human in the loop.
New technology requires different ways of thinking. We are committed to this going forward.
For more information on this topic: Ground Your Workforce AI Strategy In Human Experience
Written by: Peter Camp, CEO & Founder
