This blog post may sound like an over-reaction to some, and unnecessary to many, but if you haven’t started to think about Artificial Intelligence (AI) Risk Management and Governance in your organization already, I encourage you to do so.
AI Growth
Artificial Intelligence has truly hit the ground running with an estimated value of 538 billion in market size in 2023[1] and projected to exponentially grow as organizations start adopting AI in their servicing of employees and clients. We’ve already seen the significant building blocks from a technology standpoint – Compute, Storage, Database, Machine Learning Frameworks and Agents – come to fruition across a multitude of use cases across industries. Like the emergence of webdotcom and smart phones before it, AI could significantly change the way we operate and function as a society.
The majority of people are slow to adoption
With any rapid advancement in new emerging technologies, comes an adoption gap, both from a technological and a people perspective. It is widely regarded and known from the Adoption Innovation Curve, that there are a mix of innovators and enthusiasts followed by the long bell curve tail representing the majority. As a business getting ready for AI, it is imperative to also consider the people-side effects and risks when embracing AI tools.
[2] Source: Jurgen Appelo, Innovation Adoption Curve – Management 3.0 (November 2010)
Putting it simply, people don’t cope well with change. There is a risk factor that comes into play and a skepticism of the value and appropriateness of new processes. Forbes Advisor did a brief study of consumers trust with AI and found that while the majority of users (65%) trusted businesses using AI tools, there was a great concern with where AI generated content was applied and leveraged.
[3] Katherine Haan, Forbes Advisor, 24 Top AI Statistics and Trends in 2024, July 2024
Preparing people for AI change
As organizations start to embrace the value of efficiencies that are brought from using AI tools for clients and employees, it becomes imperative for change management, learning and development and business functional teams to start preparing their people with adequate training and governance to encourage widespread client adoption.
In conversations with our clients, we identified a few examples where we can help prepare our teams when using AI Agents and how our product (Oracle Guided Learning) can play a small, but significant part in driving the right behaviours when using AI.
Example Use Case: Awareness of AI Tools – what are they, and what do they do and how are they meant to be used?
Releasing a new feature such as an AI Agent is an exciting milestone for any organization. While it is an excellent milestone, organizations would be wise not to overstate the capabilities for AI in their business to avoid overstated expectations from its ongoing use. It is advisable to be clear, and transparent in what the AI tool is, what is does and in what use cases should it be applied. This will build trust with your users and assist and aid them to follow the right behaviours.
Instructional Guidance
You can use Oracle Guided Learning, (Oracle’s Digital Adoption Platform) to embed tooltips (which we call SmartTips) as an overlay to your application. As an example, you could provide instructional guidance on how to initiate your AI such as with how to initiate AI Assist when creating a new performance goal.
[4] Oracle Guided Learning on Oracle HCM Application – Module Goals
Definitions
You can apply definitions using Smart Tips to provide a concise explanation of what the AI Assistant is and can do which provides confidence and trust in how you can apply the AI recommendation. In this example below, we’re using a Smart Tip to help illustrate what the automated Estimated Time to Hire AI metric shows and how that may compare to other industry standards.
[5] Oracle Guided Learning on Oracle HCM Application – Recruiting
Prompting assistance
Prompting is an artform, and while AI is constantly learning and adapting to your inputs, AI can only generate a response as best as is your question.
Generally, AI experts advise professionals in being direct, concise and clear when prompting to allow for a cleaner and appropriate response. [6]
Here again is an example of a Smart Tip being deployed when an AI Agent has been opened to provide additional instructions to clients on being clear with their prompts.
[7] Oracle Guided Learning on Ask Canva - Canva.com
Policy adherence
When using AI Generative Tools, there is a need for further discernment when seeking to apply the inputs. AI can be used to provide suggestions and perspective but still needs review and intervention to the best of your intelligence.
There are a few concerns when using some AI tools, that outputs from a content perspective may not reflect company branding policies and encourage more ‘shadow communication’ initiatives.
In the example above, we used a Smart Tip to also remind and link users to seek their company’s branding policies, to then help review AI outputs and align this to the company’s policies.
We can also use Oracle Guided Learning’s message capabilities to initiate and capture user acceptance policy adherences when logging into the system.
[8] Oracle Guided Learning on Oracle Application Home Page
For other AI tools such as ChatGPT, there are increasing notations and warnings from vendors to warn clients of their collection and use of prompting information. Such is the example below taken in September 2024 on ChatGPT of the warning of not uploading sensitive information.
Concluding remarks
All in all, maybe none of this is necessary, but we can’t assume all our users will adopt nor follow appropriate guidelines and thereby, with a few simple components, we can provide ample and succinct direction so our users can embrace AI well.
To learn more about Oracle Guided Learning please visit our website: https://www.oracle.com/education/guided-learning/
[1] Precedence Research, Artificial Intelligence (AI) market size, share and trends 2024 to 2034 (August 2024) https://www.precedenceresearch.com/artificial-intelligence-market
[2] Jurgen Appelo, Innovation Adoption Curve – Management 3.0 (November 2010), https://www.flickr.com/photos/jurgenappelo/5201275209
[3] Katherine Haan, Forbes Advisor, 24 Top AI Statistics and Trends in 2024, July 2024 (https://www.forbes.com/advisor/business/ai-statistics/#sources_section)
[4] Oracle Guided Learning on Oracle HCM Application – Goals
[5] Oracle Guided Learning on Oracle HCM Application – Recruiting
[6] Havard University, Getting Started with prompts for text-based Generative AI tools (August 2023) - https://huit.harvard.edu/news/ai-prompts
[7] Oracle Guided Learning on Ask Canva - Canva.com
[8] Oracle Guided Learning on Oracle Application Home Page
Chris is a former marketer, and current technology enthuaist and evangelist, exploring the impact of technology on people, processes and systems. He currently works in the Product Management space for Guided Learning, Oracle's Digital Adoption Platform, helping to accelerate cloud success, adoption, change and training.
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