{"id":33613,"date":"2023-10-10T04:00:00","date_gmt":"2023-10-10T11:00:00","guid":{"rendered":"https:\/\/insidebigdata.com\/?p=33613"},"modified":"2023-10-09T19:03:25","modified_gmt":"2023-10-10T02:03:25","slug":"keeping-a-level-head-during-ai-implementation","status":"publish","type":"post","link":"https:\/\/insidebigdata.com\/2023\/10\/10\/keeping-a-level-head-during-ai-implementation\/","title":{"rendered":"Keeping a Level Head during AI Implementation"},"content":{"rendered":"\n<p>If there\u2019s a CTO or CIO of a public company left who hasn\u2019t yet heard that AI is coming to revolutionize every industry and forever change the way we operate, I have to assume that person has been living under a rock\u2014or at least, somewhere without a Wi-Fi connection. AI seems to be the hottest conversation topic at every level of tech and business leadership. But even as some leaders dream up new, more fantastical visions of our <a href=\"https:\/\/www.mckinsey.com\/industries\/automotive-and-assembly\/our-insights\/the-future-is-now-unlocking-the-promise-of-ai-in-industrials\" target=\"_blank\" rel=\"noreferrer noopener\">AI-led future<\/a>, others insist the new tech is <a href=\"https:\/\/www.theguardian.com\/technology\/2023\/jun\/04\/ai-poses-national-security-threat-warns-terror-watchdog\" target=\"_blank\" rel=\"noreferrer noopener\">simply too dangerous<\/a>, and we need to start backpedaling immediately.<\/p>\n\n\n\n<p>I\u2019d say the truth is somewhere in the middle, as it so often is. And for CTOs, CIOs, and other tech execs, a level-headed perspective on both the promise and the danger of AI is important. IT leaders at companies across industries should approach new, disruptive technologies with a balanced perspective, bringing both an innovative vision of the future and a keen, skeptical eye.<\/p>\n\n\n\n<p>This perspective can be hard to maintain when influence comes from multiple directions in a climate inundated with buzz about AI. The luster of a new tool affects everyone, even careful experts. It&#8217;s tempting to plunge in feet-first and start cataloging all the issues AI may be able to \u201cfix\u201d for you and your team. You\u2019ve likely heard the adage, \u201cwhen all you have is a hammer, everything looks like a nail.\u201d Excitement around new tech can lead us to rush to adopting it, and that haste can come at the cost of prudence. It\u2019s a CTO\u2019s job to determine which areas are the right fit for a new tool\u2014which nails are right for this particular hammer\u2014and deploy early experiments in a contained way, with careful oversight. On the other hand, too much prudence could mean being left behind.&nbsp;<\/p>\n\n\n\n<p>I see a few primary areas to consider when weighing an AI-powered approach:<\/p>\n\n\n\n<ul>\n<li>Anomaly detection,<\/li>\n\n\n\n<li>Threat identification<\/li>\n\n\n\n<li>Implementation testing<\/li>\n<\/ul>\n\n\n\n<p><strong>Super-charged anomaly detection<\/strong><\/p>\n\n\n\n<p>If there\u2019s one thing computers are good at, it\u2019s noticing patterns. The work of anomaly detection is both painstakingly detail-oriented (some might say tedious) and essential. In other words, it\u2019s exactly the kind of task that might benefit from the meticulous eye of AI. These tools can rapidly parse your company\u2019s processes\u2014from error logs, to chat logs, to email\u2014and find anomalies in those datasets.\u00a0<\/p>\n\n\n\n<p>SaaS businesses in particular can use anomaly detection to assess how often customers struggle with a specific engagement like an interaction with a chatbot, or a particular part of a website such as an order confirmation page. These are roadblocks that can lead to customer frustration and in turn, a decrease in brand loyalty, so catching them early is important. Anomaly detection can also be embedded within certain tools, such as HRIS (human resources information system), payroll systems, and accounting systems, to catch errors before they become disruptive issues.<\/p>\n\n\n\n<p><strong>Protecting from AI hacking\u2014with AI\u00a0<\/strong><\/p>\n\n\n\n<p>A measured CTO perspective also keeps in mind the other group excited about the power of AI: hackers. Hacking is becoming more sophisticated in response to the evolution of technology, and AI gives hackers new tools to work with. Because these tools can harvest and parse data at previously unprecedented speeds, they create a wider and deeper pool of information that must be protected. Many of the ways AI will empower hacks are still unknown, but its ability to analyze and extrapolate could beget a number of new threats.<\/p>\n\n\n\n<p>To meet this challenge, information security teams can begin using AI-powered tools to identify vulnerabilities within your organization, so you can find them before hackers do. How can you tune the system to detect real issues rather than flagging background noise? That\u2019s where a human team member comes in: to review the irregularities flagged by AI, determine which are meaningful, and decide which necessitate further action. Some alerts flagged by AI might be flukes, while others are worthy of follow-up. Similarly, some problems AI might miss because of its lack of reasoning skills will jump out at a human reviewer who can view data with human context.\u00a0<\/p>\n\n\n\n<p>This double-pronged approach encapsulates the moderation that I think is wisest by helping teams supplement their work with AI without exposing the company to the risk that comes with wholly handing a process over to an untested tool. By ensuring they understand both the possibilities and limitations of AI today, and their company\u2019s specific vulnerabilities, IT leaders can begin deploying defensive measures now.\u00a0<\/p>\n\n\n\n<p><strong>Testing your company\u2019s implementation process\u00a0<\/strong><\/p>\n\n\n\n<p>IT executives are tasked with continually looking toward the future. When you\u2019re managing the implementation process for one new technology, the insights you gain throughout the experience are important data for the next implementation down the line\u2014and the one after that. One key recommendation I have based on my organization\u2019s experience is to form an interdisciplinary task force made up of team members who can bring multiple perspectives to the table. In addition to your view as a CTO or CIO, you\u2019ll want the understanding of stakeholders from legal, IT, compliance, security, sales, marketing, HR and others, depending on the specific tool being considered, and the company\u2019s industry and goals.&nbsp;<\/p>\n\n\n\n<p>There will always be a \u201cnext big thing,\u201d and being thorough about how you approach AI implementation now will help you gather data about where your processes work and where they can use improvement. This self-understanding will pay dividends down the line.\u00a0<\/p>\n\n\n\n<p><strong>A moderate approach to AI<\/strong><\/p>\n\n\n\n<p>AI technologies aren\u2019t new. They\u2019ve been around for a while, and the term \u201cartificial intelligence\u201d has been applied to many things over the years, with varying degrees of accuracy. Like cloud computing, AI has immense promise when applied with precision to the right problems, but isn\u2019t the solution for everything.&nbsp;<\/p>\n\n\n\n<p>Large language learning models like ChatGPT, which currently find themselves in the cultural spotlight, are still rough around the edges. That said, their potency in certain arenas is clear, and companies that determine uses for them that truly change processes for the better, stand to benefit. Ultimately, I believe AI will be what we make of it.\u00a0<\/p>\n\n\n\n<p><strong>About the Author<\/strong><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignleft size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"150\" height=\"99\" src=\"https:\/\/insidebigdata.com\/wp-content\/uploads\/2023\/10\/Frank-Laura-headshot.jpeg\" alt=\"\" class=\"wp-image-33614\"\/><\/figure><\/div>\n\n\n<p><em>Frank\u00a0Laura\u00a0has nearly 30 years of technology experience in industries ranging from banking and loans to marketing and promotions. Frank joined the\u00a0<a href=\"https:\/\/engagesmart.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">EngageSmart<\/a>\u00a0team in 2019 as the Chief Technology Officer and has helped the company cement its position as a leader in customer engagement software while going public in September 2021. Before EngageSmart, Frank served as Chief Information Officer at Progressive Leasing, Entertainment Publications, and Quicken Loans. Frank\u2019s specialties include systems architecture, technology planning, data center development, software engineering, technical operations, and IT governance.<\/em><\/p>\n\n\n\n<p><em>Sign up for the free insideBIGDATA&nbsp;<a href=\"http:\/\/inside-bigdata.com\/newsletter\/\" target=\"_blank\" rel=\"noreferrer noopener\">newsletter<\/a>.<\/em><\/p>\n\n\n\n<p><em>Join us on Twitter:&nbsp;<a href=\"https:\/\/twitter.com\/InsideBigData1\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/twitter.com\/InsideBigData1<\/a><\/em><\/p>\n\n\n\n<p><em>Join us on LinkedIn:&nbsp;<a href=\"https:\/\/www.linkedin.com\/company\/insidebigdata\/\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/www.linkedin.com\/company\/insidebigdata\/<\/a><\/em><\/p>\n\n\n\n<p><em>Join us on Facebook:&nbsp;<a href=\"https:\/\/www.facebook.com\/insideBIGDATANOW\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/www.facebook.com\/insideBIGDATANOW<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In this contributed article, Frank Laura, Chief Technology Officer at EngageSmart (NYSE: ESMT), discusses why CIOs and CTOs need to bring AI into businesses safely, securely, and legally. AI will enable CIOs and their teams to shift focus away from tactical and\/or repetitive work towards creating innovative solutions for their teams and customers.<\/p>\n","protected":false},"author":10531,"featured_media":33475,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"footnotes":""},"categories":[526,115,182,180,61,67,56,97,1],"tags":[437,324],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Keeping a Level Head during AI Implementation - insideBIGDATA<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/insidebigdata.com\/2023\/10\/10\/keeping-a-level-head-during-ai-implementation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Keeping a Level Head during AI Implementation - insideBIGDATA\" \/>\n<meta property=\"og:description\" content=\"In this contributed article, Frank Laura, Chief Technology Officer at EngageSmart (NYSE: ESMT), discusses why CIOs and CTOs need to bring AI into businesses safely, securely, and legally. 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