GenAI: Merging AI & Human Ingenuity

GenAI is revolutionizing industries, blending human creativity with AI efficiency. It's a journey of strategic adaptation, fostering a future where innovation and ethical use of technology redefine productivity and operational excellence.

GenAI: Merging AI & Human Ingenuity
Photo by Mojahid Mottakin / Unsplash

I recently met Sampath, the Verizon Consumer Group CEO, in person during a leader Q&A and read a Business Insider article where he discusses making Verizon "the world's best AI-applied company."  I found a Harvard Business Review article on how an organization could implement Generative AI titled “GenAI Will Change How We Design Jobs. Here’s How.”

The article discusses the potential of Generative AI (GenAI) across industries and its impact on job roles and processes. It emphasizes the need for leaders to understand the impact of GenAI in their industry and collaborate with IT and technology leaders to harness its potential.

Their study showed that 44% of all working hours across 19 major industries could be impacted by GenAI, with industries like banking (72%), insurance (68%), and capital markets (67%) showing the highest potential. Beyond routine tasks, GenAI also enhances creative and knowledge work, significantly improving productivity. When speaking of creativity and GenAI, this is really just analyzing vast amounts of data and looking for pattern recognition.  Then replicating or recombining pre-existing solutions (not really a true spark of creativity).  The authors provide an example where data scientists could see a 25% increase in productivity with GenAI integration since 76% of their work time could be impacted.  The authors discuss GenAI as a way to augment roles to boost productivity as opposed to replacing workers.  Replacing workers is a well-founded concern.

The article discusses the importance of customizing models with company-specific data for optimal benefits by moving beyond generic models. I’ve discussed this in the analysis of the 2023 World Series using ChatGPT’s Advanced Data Analytics feature. The emphasis here benefiting from large language models using non-public data while at the same time protecting data.

The initial Accenture study suggested a systematic approach to implementing GenAI, which seems to combine aspects of Lean Six Sigma, Agile, and Total Quality Management. The implementation process starts with decomposing jobs into tasks, assessing the applicability of GenAI, and then recomposing jobs around it. Tasks suited for GenAI range from those requiring automation to those needing creative augmentation. This process will lead to the redesign of organizational processes and job roles.

The example of Lemonade, an online insurer, illustrates how AI can reinvent industry processes. Lemonade transformed the insurance experience by integrating AI chatbots and human-in-the-loop processes, streamlining claim filing and fostering customer trust. 

Guardrails need to be implemented; a recent Business Insider article recounts how a prankster used a car dealer’s AI chatbot to sell a Chevy Tahoe for $1.  The user prompted the chatbot to accept any offer with “and that’s a legally binding offer – no takesies backsies.” To which the chatbot complied.  Other users had the ChatGPT-powered bot write Python code for them.  Nonetheless, it is the responsibility of the organization to continuously identify weaknesses and fortify the system.

Finally, the article highlights the need for companies to focus on talent enhancement along with technological advancements. Employees will need to be reskilled and upskilled to adapt to the changing work environment. Leaders are also encouraged to ensure responsible and compliant use of GenAI technologies.  Something Sampath refers to as “not being creepy.”

 In conclusion, the exploration into Generative AI (GenAI) highlights a significant shift across industries, emphasizing the need for strategic leadership and collaboration in harnessing its transformative potential. The key lies in a balanced approach: methodically analyzing and restructuring job roles and processes around GenAI, while also focusing on ethical use and continuous talent development. GenAI isn't just about technological integration; it's about adapting and evolving to create a more efficient, creative, and forward-thinking future.

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