Embracing AI: A Journey from Hesitation to Transformation

Embracing AI: A Journey from Hesitation to Transformation

Introduction

In an era where technology is evolving at breakneck speed, businesses are compelled to adapt or risk obsolescence. One of the most transformative technologies of our time is artificial intelligence (AI). In this article, we dive into the insights shared by Kathy Slowinski, CEO of Trilogy, during the Jump Search Talent Show webinar. Kathy's journey with AI began less than a year ago, yet it has already significantly reshaped her company and her leadership approach. This article focuses on Kathy’s personal journey and the practical steps she took to integrate AI into Trilogy’s operations.

The Catalyst for Change

Kathy Slowinski's foray into AI was driven by a realization that understanding technology was imperative for her career progression. During the early 2000s, amidst the dot-com boom, Kathy pursued a Master's in Information Technology alongside her MBA, which proved to be a pivotal decision. This foundation allowed her to bridge the gap between business and technology throughout her career.

Fast forward to April 2023, when Kathy rejoined Trilogy as CEO. Within a few months, AI emerged as a significant topic of discussion. By summer, she had been using OpenAI’s premium GPT tools to experiment with prompts and understand their potential.

The Learning Curve and Early Adoption

Kathy emphasized the importance of hands-on experimentation. Initially, her team engaged in weekly sessions to explore AI tools and share their findings. This grassroots approach fostered a culture of curiosity and innovation. By October, Trilogy had institutionalized these efforts into a weekly hackathon dedicated to AI projects.

One of the first tangible applications of AI at Trilogy was in product management. Kathy’s team developed an AI system to prioritize and manage support tickets, which traditionally consumed a significant portion of their time. Automating this process freed up their time for more strategic tasks, leading to greater innovation and efficiency.

Leadership and Cultural Shift

Kathy’s leadership played a crucial role in Trilogy’s AI adoption. She modeled the use of AI tools, demonstrating their value and potential. This “monkey see, monkey do” approach encouraged her team to embrace AI. Moreover, she created an environment where experimentation was safe and encouraged, which is vital for technological adoption.

Kathy acknowledged that not everyone embraced AI immediately. Some employees were hesitant or uninterested. To address this, she highlighted the personal and professional benefits of becoming proficient in AI. She also communicated a clear vision for how AI would enhance their work and create new opportunities.

AI in Practice: Real-World Applications

By early 2024, AI had permeated various aspects of Trilogy’s operations. For example, they developed a chatbot using Voiceflow to handle customer support queries, significantly reducing response times and improving customer satisfaction. Additionally, they explored avatar-based customer success platforms, which could interact with users in real-time, offering a more personalized and efficient service.

Kathy shared an intriguing development in the Telco space, where AI was used to create a mobile network billing system in real-time. This application not only demonstrated the speed and efficiency of AI but also its potential to revolutionize traditional processes.

Looking Ahead

Kathy’s journey underscores the importance of continuous learning and adaptation in the face of technological advancements. For companies and individuals looking to embrace AI, Kathy’s advice is clear: start small, experiment, and learn from those who are already making strides in the field. By fostering a culture of curiosity and innovation, organizations can harness the power of AI to drive growth and efficiency.