For example, implementing AI tools to streamline processes such as data entry and analysis is a beneficial use case for the technology. Automating these processes saves team members time and enables them to allocate bandwidth strategically on work that supports customers, benefiting both the customer and the company. Additionally, it’s important to establish clear benchmarks for success to leverage AI solutions impactfully. Channel partners can guide this process by defining measurable objectives that move the needle for the business and demonstrate effective use of the investment required to adopt and maintain the technology. It’s also recommend relying on legal counsel to ensure the company’s AI usage aligns seamlessly with its values, industry regulations and emerging guidelines. The Role of Data In the intricate landscape of AI implementation, data is a critical factor for success, underscoring the integrity of AI frameworks. Effective AI solutions rely heavily on robust and representative data sets. Channel partners, serving as guides and strategic allies, play a pivotal part in ensuring that the data chosen for AI applications is comprehensive and inclusive. One challenge businesses face in developing AI solutions is determining what data sets will enable the AI system to work effectively. Greater data quality and diversity directly result in a more accurate and reliable AI solution. With the support of appropriate and comprehensive data sets, an AI tool can be directed through its machine learning processes, resulting in unbiased and precise intelligence generation. Foster Transparency Building and maintaining customer trust and a brand’s credibility is a fundamental and critical element of AI implementation. Transparent communication about AI use cases fosters openness and understanding while empowering modern organizations to leverage advanced technology to drive business results. Businesses position AI as a valuable tool rather than a mysterious force by articulating the specific ways in which AI enhances processes and benefits customers. It’s also important to set customer expectations by educating them about how AI works and what it can and cannot do. Communication channels such as FAQs, webinars or blog posts can help businesses disclose their AI applications to customers effectively and clearly. This clarity is instrumental in fostering positive customer relationships and establishing vendors as reliable and responsible AI stewards. Ongoing Evaluation & Continued Research Responsibly deploying AI extends far beyond initial implementation – it’s an ongoing process. Solution providers are pivotal in evaluating AI tools and ensuring their continued effectiveness. Continuous testing requires organizations to adopt proactive testing methodologies that promptly identify and address issues before they affect customers. Additionally, continual monitoring serves as a safeguard, helping detect biases and ensuring that an organization’s use of AI remains aligned with evolving business needs. Regular checkins with customers are equally essential to confirm that the tools don’t disrupt or create confusion for end users. It’s also necessary for businesses to stay informed about the latest trends and advancements in AI. Organizations must actively seek information about emerging AI use cases and potential risks, which channel partners can help with. Proactive measures, such as subscribing to industry news sources and tracking issues other companies experience, contribute significantly to effective risk management. Legal counsel is also a great resource to support this process. The responsible integration of AI requires commitment, adaptability and a community with a shared vision for a future where technology aligns seamlessly with societal values. AI is a powerful tool with the potential to revolutionize business operations and elevate user experiences. An ethical and legally informed approach to AI secures today’s success and paves the way for a responsible and sustainable AI roadmap that prioritizes trust. o Rebecca Jones is the general manager of Mosaicx, a leading provider of customer service AI and cloudbased technology solutions for enterprise companies and institutions. Rebecca joined the West Technology Group, owner of Mosaicx, in January 2021, after a 25+ year career focused on growing businesses, people and client success. EMERGENT Willingness to trust and accept AI systems Source: KPMG By 2030, how do you expect your organization’s office space to change? Source: 8x8 Future of Work: 2030 Vision Report What do you believe the future of work will predominantly be? Source: 8x8 Future of Work: 2030 Vision Report By 2030 which of the following do you think will most closely reflect your organization’s average full-time em Source: 8x8 Future of Work: 2030 Vision Report Remote/hybrid workers’ reactions to a full transition back to the office How would you feel if your company made a shift to full-time office-based work? Please select all that apply. (% of US working adults that work remote or hybrid) ‘How willing are you to trust AI [specific application]?’ [8 items] % Unwilling to trust % Ambivalent % Willing to trust % Low acceptance % Unwilling = ‘Somewhat unwilling’, ‘Unwilling’, or Completely unwilling’ % Willing = ‘Somewhat willing’, ‘Willing’, or Completely willing’ % Ambivalent = ‘Neither willing nor unwilling’ % Low acceptance = ‘Not at all’ or ‘Slightly’ % High acceptance = ‘Highly’, or Completely’ % Moderate acceptance = ‘Moderately’ % Moderate % High acceptance Trust Acceptance ‘To what extent do you accept the use of AI [specific application]?’ [3 items] 29 29 38 33 32 39 Overall survey IT leaders CX le Reduced office space, used primarily as hybrid work deskshare Reduced office space, used primarily for client/team meetings No change, used as a 9-to-5 workplace By 2030, my organization could operate without a physical office By 2030, most organizations could operate without a physical office 42% 43% 41% 18% 19% 17% 22% 13% 31% 10% 15% 5% 8% 10% 6% Overall survey IT leaders CX leaders Hybrid Work-from-anywhere Remote In-person/office 60% 56% 63% 22% 23% 22% 11% 15% 7% 7% 6% 8% Overall survey IT leaders C Daily flexible/asynchronous Weekly flexible/asynchronous Task oriented Company schedule/traditional 9-to-5 38% 40% 38% 27% 30% 24% 9% 8% 9% 26% 21% 31% 12 CHANNELVISION | JANUARY - FEBRUARY 2024
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