A conservative mindset may be keeping an organization from fully realizing the benefits of AI. With clear goals and alignment, businesses can take the first step towards embedding AI in the workflow.

In this episode of Make It Real, Shirley Macbeth chats with David Anderson, Sr. Director for Operations & Vendor Management at CNO, to talk about making the shift from AI apprehension to adoption. David shares the journey of integrating AI into CNO’s customer service operations and what had to happen internally to unlock the benefits of automation. He breaks down the importance of change management and well-defined human roles as an organization learns to embrace AI.

Key takeaways:

• How AI can improve the customer experience
• The role of the end user in shifting to automated processes
• How to push for change management and avoid change fatigue

Highlights:
(00:00) Introducing David Anderson
(02:36) The benefits of bringing AI into complex systems
(03:28) An opportunity to organize unstructured data with AI
(06:42) Aligning on objectives and goals for AI to get leadership buy-in
(09:07) How AI can be used to improve customer experience
(10:34) Quantifying the results of AI adoption

(11:34) How AI allows human agents to focus on customer concerns

(13:41) Change management goes hand in hand with AI adoption

(17:59) Continued growth and increased capacity with AI

Resources:

David’s LinkedIn: https://www.linkedin.com/in/d2anderson/

CNO website: https://www.cnoinc.com/

CNO LinkedIn: https://www.linkedin.com/company/cno-financial-group/

Shirley’s LinkedIn: https://www.linkedin.com/in/shirleymacbeth/