In this episode of the AI Adoption Podcast, I am delighted to speak with Raghava Krishna, Technology Director for Digital and AI at the AA. This conversation brings together two key themes: the promise of AI in services organisations and the practical challenges of AI adoption in a complex, distributed organisation. The AA is one of the UK’s most trusted brands and integrity is critically important when implementing digital transformation and artificial intelligence. He highlights the importance of leveraging historical data to implement customer-centric AI solutions. Raghava explains how the AA established governance principles and guardrails for AI initiatives. He emphasises the need for training and education within the organisation, at all levels, to prepare for the rapid evolution of AI technology and striking a balance between innovation and trust.
“AI is not just another technology. Every employee, from leadership to front line, must understand what it can and cannot do.” Raghava Krishna
Key Messages
1. The AA has a rich history of 120 years, evolving from roadside assistance to a comprehensive service provider.
2. Digital transformation is crucial for the AA, with a focus on expanding services through online and mobile channels.
3. Artificial intelligence is being implemented to enhance customer experience and provide predictive maintenance solutions.
4. Leveraging historical data is essential for making informed AI decisions and improving service delivery.
5. A customer-centric approach is fundamental in identifying AI use cases that enhance member experience.
6. Establishing governance and coordination is key to managing AI initiatives across different business units.
7. Balancing innovation with trust is vital for maintaining customer confidence in AI solutions.
8. How AI and IoT could enable predictive roadside support, such as alerting members before their battery fails.
9. Guardrails are being developed to ensure responsible AI deployment and compliance with data privacy.
10. Training and education on AI are necessary for all employees to foster a culture of innovation.
11. Organisations should start small with AI initiatives to adapt to the rapidly changing technology landscape.
Chapters
00:00 The AA's Digital Journey
02:47 AI Implementation and Predictive Maintenance
06:00 Leveraging Historical Data for AI
09:00 AI in a Distributed Organisation
12:03 Balancing Innovation and Trust in AI
14:40 Establishing Guardrails for AI Deployment
17:43 Monitoring and Enforcing AI Guardrails
20:35 Future of AI and Organisational Readiness
23:48 Training and Educating for AI Adoption
26:44 Rapid Changes in AI Technology