Navigating the AI Adoption Roadmap: A Guide for Business Personas to Adopt, Uplift and Thrive in the Age of Innovation

The integration of Artificial Intelligence (AI) and Generative AI (GenAI) is critical for contemporary business competitiveness. While this transformation presents challenges in adapting workflows, the potential benefits for productivity, customer experience, and competitive advantage are significant. By embracing AI/GenAI and fostering human-in-the-loop collaboration, business personas can evolve their roles and ensure organizational success in the digital age.

In today's fast-paced world, the integration of Artificial Intelligence (AI) and Generative AI (GenAI) into businesses is no longer a luxury but a necessity for staying competitive. However, adoption of this transformation can be a daunting task for many business personas due to introduction of newer methods to execute the same tasks, leveraging AI and GenAI.

In this blog, we'll explore how business personas fit into the business value chain, how AI/GenAI will transform their tasks, importance of Human-in-Loop, best practices to embrace AI and thrive, and successful transition towards uplifted persona.

Understanding the Business Value Chain and the Role of Business Personas

The business value chain represents the series of activities/processes that a company performs to deliver a valuable product or service to the market. Various business personas play a crucial role at every stage of this chain. Collectively they are the driving force behind decision-making, strategy formulation, customer engagement, and more. For example In retail banking, customer acquisition, customer onboarding, customer services, and customer engagement form business value chain and one of the important business persona is "Personal Banker".

The Transformation of Business Personas' Tasks with AI/GenAI

AI and GenAI have the potential to revolutionize how business personas work. Tasks that were once time-consuming and mundane can now be automated and be made more intelligent, allowing business personas to focus on higher-value activities such as strategic planning, creativity, and relationship building. For example, for a "Personal Banker" persona in retail banking, GenAI can assist in financial evaluation and scoring for customer, can recommend appropriate banking products based on customer profile as part of cross selling/upselling.

Importance of Human-In-Loop for Business Personas

It's essential to recognize that AI is about augmenting business persona capabilities by leveraging the technology innovation through GenAI. Despite the benefits, GenAI does onboard challenges that an organization needs to appropriately address through the broader implementation of Responsible AI. One of the important aspect of Responsible AI is Human-in-Loop which ensures that the GenAI responses are understood, verified, and analyzed appropriately by the business persona before it is leveraged further for decision making or made available to customers and partners.

Best Practices for Business Personas to Embrace AI and Thrive

With proper mentorship, training, and support, business personas can adapt to these changes and thrive in the new digital landscape. To capitalize on the opportunities presented by AI/GenAI, business personas should adopt the following best practices:

• Continuous Learning: Embrace Lifelong Delta Learning to stay updated with the latest technologies, trends, and business transformations.
• Collaborative Mindset: Work closely with AI/GenAI systems as advisors rather than adversaries, leveraging their strengths to enhance your own productivity and efficiency.
• Resilience: Be adaptable and resilient in the face of change, understanding that new technology adoption is a gradual process that requires patience and perseverance.
• Ethical Considerations: Maintain ethical standards in new generation systems usage, ensuring that decisions made by these systems align with basic human values and organizational principles.

Successful Transition towards Uplifted Business Persona

While AI/GenAI may automate certain tasks traditionally performed by business personas, it also creates new opportunities for innovation and growth. Instead of viewing AI/GenAI as a threat, business personas should see it as a catalyst for career evolution. By embracing new technologies and adopting newer ways of handling business processes, one can easily transition towards a successfully uplifted business persona. Such an upliftment would allow business personas to focus on more impactful tasks that would directly impact productivity, customer experience, and competitive edge.

In conclusion, the adoption of AI/GenAI presents both challenges and opportunities for business personas. By understanding their role in the business value chain, embracing the transformation of their tasks, addressing technology challenges, adopting best practices, and successful transitioning, business personas can thrive in the age of innovation and contribute to the success of their organizations in the digital era.

*This article is our own individual perspective based on experience and not a reflection of organization's capabilities/perspectives.

Keywords: AI, Artificial Intelligence, Generative AI, GenAI, Technology, Business-driven organization, Business Personas, Copilots, Business Value Chain, Human-In-Loop

Disclaimer: This article is an opinion from the partners of nasscom.