| |APRIL 20238CIOReviewIN MY OPINIONFROM AITO IRLArtificial Intelligence (AI) has been creating a lot of discussion and interest across organizations, media, and individuals. Have you heard of Chat GPT? There is enthusiasm around operations and business about how one can leverage this technology to get better, faster, and smarter. For employees, it raises concerns about their job, relevancy, and meaning. AI can be both an exciting and terrifying journey as you head out into the new frontier. Trying to figure out where to start, what to do, and how to best leverage this new technology are just a few questions that go through leaders' minds as they begin to think about this capability.These are the questions that went through my mind when I considered AI. I knew we needed to expand our technology footprint, our employees needed support with the increase in customer demand, customers needed faster support, and our organization needed to continue to balance our fiscal responsibility and prudence. Throw in the challenges of hiring and retaining the talent you have a growing need for change. Mustering the courage to start the adventure can be one of the most challenging steps. You need to take a leap of faith. These are the three key steps that helped in our journey and have brought us positive rewards for our employees, our customers, and the organization. Understand your tech stack ­ a fancy way of saying understand what technology you have today. Doing this helps you immensely when you start your journey. This will help to shape what your future could and can look like. Some of your current technologies may support an AI function but many may not. Don't fret, you have a starting point. Spend some time building what you want your future to look By Martin Lampman, Director, Customer Support Operations, BCLCMartin Lampman
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