You’re using AI wrong
Photo by Sen on Unsplash I asked a friend this week what he was building with AI. “I’m doing some pretty interesting things with ChatGPT,” he said. I waited for the rest of the sentence, and there wasn’t anything else.…
If your AI seems wrong, check your knowledge base
3 ways to make sure your knowledge base performs better with AI Answering customer questions with AI is a hot topic these days. Set the context of your company, ingest some content from a knowledge base or documentation site, and…
Curiosity scales faster than policy
What does it look like to rollout your AI systems with a curiosity mindset? Have you tried to roll out an AI program at work? I think traditional policy-first approaches to AI adoption fail because they prioritize control over curiosity.…
Three prompt templates that make your AI actually useful
Photo by Solen Feyissa on Unsplash You’ve seen this movie before when you arrive again at your AI assistant home page. It’s really easy to find a number of a half-finished chat that never turned into anything useful (and reusable).…
Your workflow is your new codebase
Photo by Drew Beamer on Unsplash One of the biggest “tells” of AI use is the overabundance of elipsis (”…”), em-dash (–), and groups of three comparisons. I wrote this myself but you’d be forgiven if you immediately jumped to…
Product management for probabilistic machines
Photo by Mick Haupt on Unsplash What’s striking to me is that the gap between thinking “I could connect this bit of data with that over there and do it on a schedule” is shrinking rapidly. Pretty soon we’re going…
The Paradox of Automation
Photo by 愚木混株 Yumu on Unsplash Automation often seems easy and hides an underlying truth. Every time you automate a step, you don’t erase all the work. Spoiler: You advance the workflow to reach the next bottleneck. In practice, you…
The hidden cost of half-automations
Photo by Christian Stahl on Unsplash Automations are amazing when they work. They let us respond to a query, route a ticket instantly, or fill in the blanks to make it easier to complete a manual process. These scripts or…
Content management needs to be core technology
When content is out of date, customers get confused Content management is not typically the top item on your list of technology to build. The simple reason is that strictly speaking, you don’t need to build that technology. It’s just…
