Embracing AI for Business Transformation - Insights from Kathy Slowinski

Introduction

In a recent AI webinar series hosted by Jump Search, Kathy Slowinski, CEO of Trilogy and former CPO and VP of Product at CircleUp, Numerator, and Neighborhoods.com, shared her journey and insights into integrating AI into business operations. This article delves into her experiences and offers a roadmap for companies looking to harness AI's potential.

The AI Journey Begins

Kathy's foray into AI started less than a year ago. With a background in business and technology, she recognized the growing importance of AI and decided to explore its applications. Joining Trilogy for her second stint in April 2023, she immediately saw AI's potential and began experimenting with OpenAI's tools. By the end of May, her team was actively engaging with AI, and by July, they were paying for premium GPT services.

Creating an AI Culture

Kathy emphasized the importance of fostering a culture of curiosity and experimentation. She initiated weekly hackathons, dedicating Wednesdays to AI exploration and implementation. This approach allowed her team to learn collectively and see the practical benefits of AI in real-time. They started by writing prompts and gradually moved to more complex tasks like automating product marketing and prioritizing support tickets.

Real-World Applications and Benefits

One of the most significant outcomes of Trilogy's AI journey was the automation of support ticket responses. By leveraging AI, they managed to handle 64% of level one support tickets, freeing up their team to focus on more complex issues. This not only improved efficiency but also enhanced customer satisfaction by providing faster responses.

Kathy's team also used AI to streamline product management tasks. By automating competitive research and market analysis, they saved weeks of manual work, enabling them to focus on strategic decision-making and innovation.

Building AI Competency Internally

Trilogy's success with AI is largely attributed to their hands-on approach. Kathy highlighted the importance of internal development over relying on external consultants. They experimented with various tools, ultimately choosing VoiceFlow for building chatbots. This in-house development approach ensured that their AI solutions were tailored to their specific needs and continuously improved based on real-world feedback.

Advice for Other Companies

Kathy believes that AI adoption should be a top-down initiative supported by grassroots efforts. Executives need to create a vision for AI integration and encourage their teams to embrace it. She also stressed the importance of continuous learning and experimentation. Companies should allocate time for their employees to explore AI tools and share their findings.

For those just starting, Kathy recommends diving in and getting hands-on experience. She draws a parallel to the early days of the internet, urging companies not to block access to AI tools but to embrace them as essential productivity enhancers.

Conclusion

Kathy Slowinski's journey with AI at Trilogy offers valuable lessons for businesses looking to integrate AI into their operations. By fostering a culture of experimentation, focusing on internal development, and encouraging continuous learning, companies can unlock AI's potential to transform their operations and drive innovation. As AI continues to evolve, the key to success lies in staying curious, being adaptable, and leveraging technology to enhance human capabilities.