ChatGPT is a name almost no one had heard of 12 months ago but is now on most people’s lips. Artificial Intelligence (AI) has been around (and improving) for many years. Recently, tools like OpenAI’s ChatGPT have become the face of AI for many of us, capturing the imagination of the public and our politicians. My question is what is the link between leaders and ChatGPT? How can or even should leaders be using this new tool?
Generally Speaking
Before I go further, let me say I am using “ChatGPT” generically. My thoughts apply to any of the generative AI tools in use (Bard, Claude, to name just a couple of others). What should leaders be doing now with these tools? Before I get to that list though, we must start here.
If you haven’t yet tried one of these tools, start now. The best way to learn about both their possibilities and their problems is to experience them for yourself. Solely relying on the reports of other people’s experiences is not enough. In my recent article about organizational AI Strategy, <- https://kevineikenberry.com/organizational-leadership/what-is-your-ai-strategy/ I suggested playing around with the tools. You don’t need to start by trying to figure out business applications or finding things it doesn’t do well. Just play with it first. As you do that, you can start thinking about business uses – for yourself and your team.
Six Ways to Consider Using These Tools
After you have done that, consider these connections for leaders and ChatGPT.
- For process improvement. To me, this is a great place to start and generate some quick wins. Use AI to speed up manual processes, automate report writing, enhance content creation, and more. When you see a process that could use some updating, ChatGPT might be able to help.
- For product and service development. AI can help you create a new product or enhance an existing one, especially in the information portions of your business. Or even help you identify gaps in the marketplace you might be able to close for your customers.
- For research and information gathering. Consider AI as an advanced research tool. ChatGPT can process and summarize large amounts of information about markets, competitors, customers, and more. Use it to help you identify trends, for example. There is a reason the big consulting firms are investing heavily in these tools. AI can speed up one of their major client deliverables.
- For ideation and brainstorming. These tools can be very helpful in brainstorming strategies, marketing ideas, problem solving approaches and so much more. Referencing boundlessly diverse and vast datasets, it can provide ideas and perspectives you may not think of yourself.
- For Sales and Customer Service. Based on ChatGPT’s ability to help predict questions, you can more easily handle routine queries. You can even use it to develop FAQ’s. This generation will free up your team to handle more complex issues and deepen your relationships with customers and prospects.
- For mentoring. Since these tools are a new technology, you likely have team members who have been using these tools. This may provide a chance for peer learning and formal or informal mentoring. Allowing the team to learn about these tools from each other could perhaps strengthening working relationships as a side benefit.
Leaders and ChatGPT
Remember that as powerful as these tools can be, the relationship between leaders and ChatGPT needs to be clear. You need to remember two things:
- The tool is no better than the operator. As you learn to use it better, it can be far more helpful to you.
- It isn’t a direct replacement for humans. As ChatGPT itself told me, Remember, as an AI, I'm here to assist and provide information based on the data I was trained on. I'm a tool to help improve efficiency and provide information, but human judgment and expertise are still crucial in all business activities.
These are tools, and, like any tool, require skill and discernment to use them effectively and appropriately. As a leader, it is your opportunity and responsibility to be thinking about when and how these tools can help you, your team, and your organization.
Please share your successes, challenges and questions in the comments – they will all help everyone else who reads these suggestions.
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