We talk about “adopting” technology, but it’s the wrong term. We’re not bringing it into our forever family, we’re hiring it to do a job, often at exorbitant cost. So AI has to earn its keep, as do all our other tools and technologies. When it’s not helping, it can get pushed right out the door. So your job as a support leader is to define what AI should be doing, and how to tell when it is getting done. But AI isn’t a single technology, it’s a whole field of methods and systems that do different things in different ways.
So instead of starting with “how do we adopt AI?”, which is so broad a question as to be useless, start with “what identifiable pains are we feeling, or are our customers feeling, that we could address?”. Do you need to work on your response times? Perhaps reducing your incoming volume through AI-led self-service might help. Could you use better reporting? AI tools that automate your categorization and can dig into trends might be valuable. Then you can talk to AI providers armed with a clear understanding of what you and your team need. When you do decide to trial an AI tool, don’t forget the human impact. Changing systems is difficult work, both technically and emotionally. It demands considered communication to the support pros, and to the company at large.
You are in the best position to successfully integrate AI into your business; don’t let the AI tool makers define for you how your team should work. Don’t implement technology just because everyone else is. Find the holes in your systems and processes that AI could help you fill, instead of digging an AI-shaped hole to pour cash into. On the other hand, don’t close your eyes to smart advice from companies who have seen a hundred other support teams attack the same challenges. Know yourself, yes, but be open to insights from outside your bubble. Finally, when the AI tools go live, make sure you’re evaluating their output quality as thoroughly as you do for your human team. AI is not your toddler, it is your technology.
