AI Has a Human Problem

🌈 Abstract

The article discusses the role of AI in businesses, particularly in empowering employees and improving customer experiences. It highlights the need to focus on using AI to enhance human capabilities rather than replace them, and provides examples of how AI can be leveraged to create growth loops and deliver more value to customers.

🙋 Q&A

[01] AI's Human Problem

1. What is the author's main point about AI in businesses?

• The author argues that business leaders think they need more AI, but what they really need is to empower their people to better serve prospects and buyers using AI's capabilities to listen and respond to people's actual needs.
• The author suggests that the real opportunity lies in using AI to level up employees instead of pushing them out, and position AI as a "sidekick" to help employees be more productive and innovative.

2. What are the author's views on the current state of generative AI?

• The author acknowledges that we are still in the early innings of generative AI, and that more data and experience is needed for AI to truly replace human creativity and original thought.
• The author believes that if we are thoughtful about how we train AI to work with us, we can retain the human competitive advantage.

[02] Leveraging AI to Enhance the Human Experience

1. How does the author suggest using AI to improve customer and employee experiences?

• The author provides examples of how AI can be used to create "growth loops" that connect the buyer experience (marketing) and customer experience (product), allowing companies to continuously listen to customer inputs and turn them into new ideas and solutions.
• The author suggests using AI-powered tools to reduce friction, anticipate needs, and scale human capabilities in areas like in-home caregiving.

2. What are the key benefits the author sees in using AI this way?

• The author argues that using AI to empower employees and create connected experiences can lead to more value for customers, less churn, and more growth for the organization.
• Ultimately, the author believes this translates into more growth and better outcomes for the company's team members and their families - a "very human outcome" in the age of AI.