AI use case

"Using AI in customer service" is not yet a use case. "Automatically answering incoming questions about invoices and routing the rest to the right colleague" is. A good use case states which work AI takes over, with which data, who checks it and how you measure whether it works. Which use cases deliver the most for you is what we map in an AI audit.

Most organisations have too many ideas rather than too few. Rank them on two axes: how much does it deliver (time, errors, revenue) and how feasible is it (is the data digital and accessible, is there an owner)? Start with the application that scores high on both, and prove it on a small scale with a proof of concept before scaling up.

At Ecare, an inventory with management, product, sales, marketing and support produced a growth plan with prioritised opportunities. We then built the most promising one, the first from that plan. That way a list of use cases becomes not a wish list but a sequence. How to turn it into a plan is covered under AI strategy.