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Making Decisions at the Speed of AI

Knownwell

Rapid advancements in artificial intelligence have sparked a transformation in how many businesses operate, requiring companies to reimagine their decision-making frameworks and where, when, and how humans should fit into the decision-making process. In this episode of AI Knowhow, Courtney Baker, David DeWolf, and Mohan Rao delve into a simple yet vital tweak to the classic decision-making model known as the OODA loop—originally designed by the US Air Force—that makes it a critical tool in the AI era.

Unpacking the OODA Loop

The OODA loop, which stands for Observe, Orient, Decide, and Act, has been a staple in strategic disciplines for decades. However, the complexities introduced by AI require an adaptation—enter the OODAI loop, where ‘Inspect’ becomes a pivotal addition. In this evolved version of the framework for modern times, companies add a step to the loop that encourages retrospection and continuous improvement.

As AI and automation accelerate decision-making, it is crucial to step back and assess the business’ desired outcomes, the results AI has yielded, and any discrepancies between the two. By inspecting AI’s performance, organizations can refine and retrain models, ensuring decisions made by AI systems are continually optimized.

The team uses self-driving cars, like those developed by Tesla, as a practical example of how the OODAI loop works in real-world scenarios. Telsa utilizes a continuous loop of observation, orientation, and decision-making paired with inspection to improve driving algorithms over time and develop safer self-driving technology.

Why Inspect is a Necessary Addition to the OODA Loop

The addition of ‘Inspect’ not only enhances decision quality but also builds confidence among business leaders by providing a clear, actionable framework for deploying AI technologies. As Courtney Baker notes, this structured approach is a powerful tool for navigating the fast-paced AI landscape where the OODA loop moves faster than ever before.

As AI technologies continue to evolve, frameworks like the OODAI loop can provide a vital roadmap for companies aiming to leverage AI’s full potential. By incorporating inspection into the decision-making cycle, organizations can achieve more accurate, effective, and insightful outcomes. Whether driving customer success or improving operational processes, the OODAI loop can be a valuable asset in the pursuit of intelligent innovation and automation.

For executives looking to harness AI effectively, the OODAI loop offers a structured approach to integrating AI into decision-making processes. It allows leaders to strategically determine where AI can add value and where human intervention is crucial.

Guest Interview: Embracing AI in Customer Success

In a compelling discussion with Michael Harnum, CEO of ESG Success, Nordlight CEO Pete Buer explores AI’s role in elevating customer success strategies. Michael describes how AI is often conflated with automation and emphasizes the intelligence aspect, suggesting ways to scale the customer success function using AI without losing the human touch.

Michael shares insights on deploying AI to streamline customer interactions, enhance decision-making, and optimize processes for serving a broader client base than is possible when relying strictly on human Customer Success Managers. “A hundred percent of the job maxes out at 40 customers,” Michael says. “That’s where we are today.” His team is focused on utilizing AI to help companies go from CSMs who can manage 40 customers at a time, at most, to upwards of 100 companies.

By focusing on the fundamentals and automating routine functions, businesses can maintain personalized relationships at scale, ultimately driving customer growth and satisfaction.

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