How to Avoid the AI and Automation Adoption Trap

AI and automation is not so much about technology as it is of changing human behavior. If we focus only on technology implementation, the success of any AI and automation will be merely implemented on paper and fail to yield the desired outcomes. This paper talks about easy to adopt, time-tested methodologies to avoid implementing technologies that yield no result and miss the target audience.

AI and automation are real and they are here to stay. Unless we address this adoption trap, individuals as well as organizations will fail to reap their benefits. This will result in losing the competitive edge, missing revenues and lagging behind peers.

We have witnessed one of the most successful technical implementations of end user, self-help automations that yielded 7% adoption over a period of one year. How do we avoid this?

As per publicly available data, 85% of organizations have some plans to implement AI and automation projects in the next 12 to 18 months. These implementations vary from a simple virtual chatbots for internal IT support to solutions that take business decisions. Hence, it is imperative that the decisions makers, IT directors, business owners and program managers understand the steps involved in avoiding the automation adoption trap.

Let’s illustrate the three steps that can be adopted in any organization for better AI and automation adoption.

How to Avoid the AI and Automation Adoption Trap

Projected adoption rates on AI and automation implementation

The three mantras that every organization can follow to improve AI and automation adoption are the 3 Es - Educate, Engage and Enforce. At every stage of the 3 Es, adoption improves to reach critical mass to give the desired result. Education comes first because if we start with “Engage” instead, then the pace of adoption will be slow. If we start with “Enforce”, the satisfaction of the target audience will be impacted which will ultimately affect the success of the implementation.

We can follow the same approach for all kinds of target audiences. Talking about automation adoption, we immediately think about end users or business users. But, what about changing the behavior of the teams and team members responsible for creating the solutions and implementing AI and Automation solutions? We can use the same 3 Es approach to change their behavior too. Let’s take the classic example of IT admins responsible for the availability of IT services. Typically, they connect with the target IT systems and fix / make changes directly. If we need to prepare them to use automation-based IT operations and make them automation admins, then we need to educate them on using automation solutions and handhold them for some time to ensure that they get accustomed to the “human in the loop” approver mindset to make automated IT operations a reality.

Needless to say, it is impossible to ensure that everybody adopts the “Educate and Engage” approach. Hence, the last option of “Enforce” will be required to curb the IT support teams and end users' permissions for direct access to IT systems. This will make sure everyone who needs to adopt eventually come onboard.

About the Author

Varadharajan S - Global Solutions Head - HOLMES for Infrastructure

He is responsible for coming up with innovative solutions for HOLMES for Infrastructure, formulating go-to-market strategies and driving service delivery for enterprise clients for AI & Intelligence Automation Solutions. With over two decades of experience in delivery, presales, practice development and client relationship management, Varadha specializes in shaping new offerings and driving business outcome-based solutions across multiple industry verticals including retail, consumer goods, financial services and telecom.

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