The document discusses artificial intelligence and how it can be applied to business processes. It begins by noting Stephen Hawking's concerns about AI and how it could help or harm humanity. It then defines AI and provides examples of common AI applications like chatbots, computer vision, and autonomous vehicles. The document advocates using a 4-step problem solving process to diagnose issues and identify opportunities for improving business processes. It suggests mapping user journeys and conducting interviews to understand pain points. Various canvases or frameworks for applying AI concepts like the AI Canvas and Chatbot Canvas are presented. The document stresses that the design thinking approach needs to shift for conversational interfaces, focusing on storytelling with words rather than visual design elements. It concludes that tools exist to apply

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Artificial Intelligence
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Success in creating effective AI, could be the biggest event in the
history of our civilization. Or the worst. We just don't know. So
we cannot know if we will be infinitely helped by AI, or ignored
by it and side-lined, or conceivably destroyed by it. I fear that AI
may replace humans altogether - Stephen Hawking
Jisha Sharma

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What is artificial intelligence?
Intelligence exhibited by machines that are used to
perform cognitive functions we associate with human
mind e.g., perceiving, learning, identifying patterns,
making predictions
Machines learn through different AI techniques.
Machines are good at predictions basis the information
that already exists while humans are good at judgements
AI can either be used to automate to increase efficiency
or augment to extend capability
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Computer power is estimated to surpass
human brain power by 2030…
Can we ignore AI?

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Let’s embrace it and understand it better, some industry uses of AI
Function
Perception Prediction
Integrated
solution
Expert
system
Robots
Natural
language
processing
(NLP)
Deep
Learning
Examples
▪ Chatbots
▪ Speech to
text
▪ Translators
▪ Face
detection
▪ Expression
understanding
▪ Recommenda
tion engines
▪ Autonomous
driving
▪ Household
robots
▪ Medical
Science
Vision

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Let’s forget AI for a moment and see how
we work on business
process transformation today?

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4 step problem-solving process is a powerful framework
for diagnosing a problem and building a business process
Define the
scope
Engage end customer/user
Engage end customer/user
Understand pain points
3 Understand pain points4 Identify Opportunities
▪ Each step in the process needs to be dived into
and then identify the opportunities there.
▪ Why: This will help with all the opportunities and
then we should maximize on one or two
opportunities.
▪ First understand the pain points and emotions through the
process
▪ Why: This will help us understand where the pain is and
where can be the gain. Technology is only a part of
problem solving
Identify
Opportunities
Map the
business
process
1 Define the Scope 2 Map the business process
▪ Be clear on how wide you want to go while
problem diagnosis
▪ Why: Team should be aligned on the scope
▪ It is important to understand the process end to end, it is
about the service design and not just a part of it.
▪ Why: This will help you have a wide picture and help with
overall adoption

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User interviews, journey maps and opportunity pitch to help through
these 4 steps
Define the
scope
Engage end customer/user
Understand pain points
3 Understand pain points4 Identify Opportunities
▪ Post journey mapping, an opportunity pitch will
help you detail out each opportunity and maximize
on it.
▪ Journey maps/experience maps can be leveraged to
document pain points, touch points and emotions. Further
they can be used to identify opportunities.
Identify
Opportunities
Map the
business
process
1 Define the Scope 2 Map the business process
▪ This needs to be done in a meeting with the
stakeholders basis existing information/data,
experience or gut feeling.
▪ Identify primary and secondary users, interview both but
don’t lose focus from primary users.
Engage end customer/user

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Journey maps can be very useful in identifying pain points and opportunities,
further helping build a process with digital elements
Source: Visual by User Experience Expert Sandeep Kumar Bajpai

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But…
How do we know if we should bring elements of AI into our
strategy?
How do we know it is an AI problem to solve?
How do we know it makes sense to invest in AI?
Let’s work on a case study to understand that, we will start with a
video and then pick a canvas to work on…

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AI Canvas
Source: https://blog.prolego.io/the-ai-canvas-7a8717cddbe9

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Chatbot Canvas
Source: https://chatbotslife.com/chatbot-design-canvas-c3940685ca2c

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It’s not just the business strategy but a shift in whole Design Thinking
approach, e.g., Conversational UX
What’s different?
1. Design mockups communicate concepts rather than visual design
2. We have brand discussions that do not include logos, colors or style guides.
3. We look for ways to surface information with only words
4. We craft a copy in small but very important chunks (MicroCopy)
The bottom line is Conversational UX is all about good storytelling…

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What worked for Business Process
Transformation may not work for AIfying
the processes, there is no one size fits all
today but there are some tools available to
rescue!
Jisha14Sharma@gmail.com