Many organisations today find themselves on a blinkered mission to automate everything in an effort to ‘fix’ the customer experience
By Tahn Shannon, Workflow contributor
Just before the global explosion of artificial intelligence (AI) tools like ChatGPT and DALL.E, Australia’s Royal Commission into Robodebt came into being. The timing was uncanny. Alongside media buzz about how generative AI will reshape our lives, senior civil servants reflected on significant issues caused by an automated welfare debt recovery process.
For business leaders, the human and reputational cost of robodebt is a stark reminder of what happens when decision-makers ask, “what could we do with this data?”, instead of “what should we do?”.
Australian executives at a recent ServiceNow and Trans-Tasman Business Circle roundtable event agreed the ‘Wild West’ days of deploying AI wherever, whenever are behind us.
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