Rewiring for the era of gen AI Flashcards
What is generative AI (gen AI)?
A type of AI that can generate content, including text, images, and more.
What does the term ‘death by a thousand pilots’ refer to?
The phenomenon where companies initiate many small pilot projects without achieving significant business impact.
What is the focus of the book ‘Rewired’?
A playbook for outcompeting in the age of digital and AI.
What key challenge does gen AI present to companies?
It is easy to implement pilots, leading to a lack of scalable business impact.
What percentage of companies have captured real value from gen AI according to recent surveys?
About 10 percent.
What is crucial for companies to do when implementing gen AI?
Pick a specific domain and focus on solving a relevant problem.
Fill in the blank: The Rewired framework is designed to be _______.
[technology agnostic]
What types of companies are typically early in their AI journey?
Companies that invest in management team learning and upskilling their workforce.
What is a key factor that differentiates companies successfully implementing gen AI?
Achieving both human and technology breakthroughs.
What percentage improvement in EBITDA should digital transformation aim for according to the Rewired book?
20 percent or more.
True or False: Companies often find that their digital transformation efforts positively affect their EBITDA.
False.
What common misconception do companies have about AI risks?
That AI is solely a risk to their business model and customer data.
What surprising use case of gen AI has been noted for modernizing legacy platforms?
Converting COBOL code to modern Python code.
What is a challenge organizations face when realizing efficiency benefits from gen AI?
The process tends to be task by task and involves long backlogs.
Fill in the blank: Organizations need to consider their _______ to understand how technology can change their operations.
[jigsaw pieces]
What is one example of a company that has successfully adopted AI capabilities?
McKinsey, with its AI platform Lilli.
How did McKinsey ensure the adoption of its AI platform Lilli?
By focusing on the user journey and making it integral to daily work.
What is the significance of ‘human breakthrough’ in the context of AI adoption?
It refers to organizational changes that enhance capability and innovation alongside technology.
What should companies do if their digital transformation does not impact the bottom line significantly?
Reset their ambitions and strategies.
What is a common pitfall in the implementation of gen AI in contact centers?
Assuming automation can be achieved without a thorough understanding of call types and risks.
What type of calls is perfect for automation?
Change of address
This is a straightforward process that can be automated effectively.
What challenge arises when routing calls to gen AI?
Managing risks and potential consequences
There is significant work involved in addressing these risks.
What is a key focus when upskilling agents handling different types of calls?
Receiving different types of calls
This requires careful planning and execution.
What is one of the failure modes mentioned by Rodney Zemmel?
Starting on the wrong problem
Other failure modes include having the wrong level of aspiration or operating model.
