Can artificial intelligence support, if not partially lead, business processes?
Beyond futuristic proclamations, it is clear that this new technology is revolutionizing the way we live:
- cars that monitor and make our driving style safer;
- virtual assistants that organize our schedules;
- music applications that suggest new tracks based on our tastes.
While the impact in the private sphere is evident and based on profiling and the evolutionary analysis of our behaviors, in the organizational sphere things are more complex.
Artificial intelligence and organizational structure
An analysis published by the Harvard Business Review reveals that only 8% of industry-leading companies have successfully implemented AI projects, while the vast majority either fail or struggle to effectively integrate it within their organization.
E questo perché – come hanno argomentato gli autori, tre partner di McKinsey, non si tratta di una tecnologia “plug and play”, non è cioè uno strumento che una volta introdotto ottimizza ed efficienta i processi da solo.
È necessario che l’azienda definisca obiettivi e linee guida prima della sua introduzione per monitorarne l’utilizzo.
In Italy, only one in 10 companies (12%) – and one in two among large multinational companies (56%) – outside the ICT sector have completed an AI-based project, according to data from the Politecnico di Milano.
And while in the banking and insurance sectors the use of this technology is now fundamental to the functioning of customer platforms and is therefore a strategic business development tool, in most cases, it is rare for top managers or functional area heads to personally oversee such projects.
Instead, they are often delegated to more technical, support-oriented figures, and this is one of the main reasons why the introduction of AI not only fails to bring the expected innovation but often turns out to be a costly and ineffective project.
Our experience at EMA Partners confirms these findings and suggests several key steps for companies.
First of all, create a solid "business case": it is essential to clarify why artificial intelligence is being introduced, outlining the costs and benefits of this process, which is a true cultural shift and overall company mindset change.
Per questo il secondo suggerimento è di ridefinire i processi all’interno dell’organizzazione perché l’impatto della AI è trasversale e pervasivo e – terzo spunto, legato al precedente – stabilire anche una road map di implementazione, identificando attori chiave e sponsor pronti a sostenere l’iniziativa.
Finally, and no less important, it is essential that the introduction of artificial intelligence be accompanied by the right mix of managerial skills and adequate, up-to-date technical infrastructure: in fact, while it is often the first element that is lacking, and its absence is decisive, it is equally clear that without cutting-edge technological tools, this transition cannot be made.
Artificial intelligence and managerial intelligence
We therefore recommend that companies pay close attention, during the hiring process, to the technological and digital skills of candidates, focusing on a background as diversified as possible, combined with managerial soft skills.
Candidates with high potential today are those with the greatest adaptability and learning ability in a context that is often rapidly evolving and without predefined models to follow.
Artificial intelligence and emotional intelligence
Being open-minded, having the ability to proceed through trial and error by structuring a process of verification and monitoring to correct possible mistakes along the way, knowing how to accept those same mistakes – and failures – as part of personal growth, are all qualities that are still erroneously referred to as "soft," just like empathy and the ability to inspire your team to put them in the best position to work effectively.
But the ability to take risks does not mean improvising, and it is therefore necessary for future leaders to also have strong analytical skills, a structured approach, and a consistent method of proceeding.
Just as AI requires technology and managerial skills, future managers must know how to combine method and creativity.
