AI is a tool that strengthens the capabilities of skilled employees; it is not a substitute for their judgment, experience, or accountability. So we focus on testing and validating AI solutions through pilots before scaling, and look for AI applications that meaningfully change how work gets done.

Early on, when we started doing a lot of our generative AI work, we focused on 14 big problems in the business, and we didn’t let ourselves stray all over the place. We also didn’t look at it as a technology solution. We looked at the process and where technology played into the process, and then we embedded AI into those core processes. So now, it’s not a separate thing where you go do AI. It’s embedded in the workflow of how things get done.

That gave us a foundation to learn and grow from that we’ve now applied. We’re not trying to create popcorn AI solutions all over the place. We’re trying to transform our business processes. In some cases, we’re doing good old process improvement, lean process improvement, eliminating waste, not necessarily a technology play. In other places, we’re applying technology that’s helping to lift us up and accelerate value by embedding it into the way work gets done, with a little bit of burning the boats behind you. You’re not able to do it the old way. You’ve got to use the tools. You’ve got to use the technology, because it’s the best-known way of doing it. The technology becomes part of the standard work.