Integrating AI: Empowering Teams Beyond the IT Department
Many businesses understandably view AI implementation as something that falls entirely under the IT department. However, a more effective approach is to see AI as a set of capabilities that can be integrated across various parts of the organisation, with the owners of the tasks themselves playing a key role.
James Clements
4/28/20253 min read
In our previous discussion, we explored how Agentic AI offers a practical and accessible entry point for mid/medium-sized Australian businesses to leverage the power of artificial intelligence. Building on that, it's crucial to understand that successfully integrating AI isn't just an IT project. For businesses truly benefiting from AI, it's becoming a collaborative effort where those who understand the work best are actively involved.
Many businesses understandably view AI implementation as something that falls entirely under the IT department. This can raise concerns about already stretched IT resources and the need for specialised skills. However, a more effective approach is to see AI as a set of capabilities that can be integrated across various parts of the organisation, with the owners of the tasks themselves playing a key role.
Think of it this way: just as different departments adopt new software or processes, AI-powered tools can become part of their operational toolkit. This doesn't mean IT is excluded – their expertise in infrastructure, security, and integration remains vital – but the ownership and direction of specific AI applications can and should involve those who will use them daily.
This shift in perspective moves AI away from being solely an IT burden and positions it as a potential efficiency driver and cost-saving method that benefits the entire organisation. Here are some practical examples:
AI as an Efficiency Driver (Leading to Potential Cost Savings or Revenue Generation):
Streamlining Customer Service: Instead of solely relying on IT to implement a chatbot, the customer service team can work with IT (or external providers) to tailor an AI agent that answers common queries, freeing up human agents to handle more complex issues and improving customer satisfaction (potentially leading to increased retention).
Automating Repetitive Operations Tasks: The operations team, with support from IT, can implement AI-powered tools to automate tasks like basic data entry or initial quality checks. This allows operations staff to focus on problem-solving and process improvement.
Improving HR Processes: HR can collaborate on implementing AI tools for initial resume screening or scheduling interviews, reducing the administrative burden and allowing HR professionals to focus on candidate engagement and strategic talent management.
Providing Sales Teams with Better Insights: Sales teams can work with data analysts (potentially within or outside IT) to use AI-powered tools that analyse customer data and identify promising leads, allowing salespeople to focus their efforts more effectively.
The Role of Task Owners:
In these scenarios, the customer service manager, the operations lead, and the HR manager become key stakeholders in identifying needs, defining how AI can help, and overseeing its implementation within their respective areas. They work with IT or external AI providers, bringing their deep understanding of the specific tasks and workflows.
This approach offers several benefits:
Reduces the burden on IT: By distributing the responsibility for specific AI applications, the IT department isn't solely responsible for all AI initiatives.
Leverages domain expertise: Those who perform the work are best positioned to identify how AI can be most effectively applied.
Increases adoption and buy-in: When teams are directly involved in choosing and implementing AI tools for their tasks, they are more likely to embrace and utilize them effectively.
Leads to more relevant solutions: AI applications are more likely to address actual needs and integrate smoothly into existing workflows when driven by the task owners.
Ultimately, successful AI integration requires a collaborative effort. While IT provides the foundational infrastructure and technical expertise, empowering the owners of the work to be actively involved in identifying, implementing, and managing AI solutions relevant to their tasks is crucial for realizing its benefits across the organization without overwhelming the IT department.
This shared responsibility fosters a more agile, efficient, and ultimately, more successful adoption of AI, and contributes to reducing the AI Skills Shortage.
