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Elise van den Bosch
Enhancing Modern
Workplace Efficiency:
Improving user adoption with AI
Jeroen van Steijn
Experts live - Improving user adoption with AI
Elise van den
Bosch
Change- & Adoption
consultant
Jeroen van
Steijn
Team Lead Data & AI
Speakers
o Prepare for the age of AI;
o Examples of AI in the present day.
Improving User Adoption with AI
1. Fears of an adoption consultant
What are we going to discuss?
3. Insight in the adoption process
2. Adoption without AI 4. Practical examples
“Can AI provide
personal touch?”
“A bot is not going to
provide classroom
training!”
“A Bot will not be able
to do Floor Walking”
“Will AI eventually take
over my job?”
An adoption consultant's fears
Manual adjustments
Individual wishes and
demands
Material is quickly
outdated
Custom work is a lot of
effort and time
Adoption challenges
Adoption Process
AT-A-GLANCE
PREPARATION
o Project plans
o Communication
BUILDING A
TEAM
o Project Team
o Key-user network
INSTRUCTION
o Training
o Instruction material
AFTER CARE
o Floorwalking
o Meetings
EVALUATION
o Conducting reviews
o Analyzing
o Improving
08
1. Preparation
.. ..
..
1. Preparation
Actions
o Adoption plan
o Communication plan
Challenges
o Writing plans = time consuming
o Aligning plans with customers
needs
o Aligning plans with organization
and sector
Example Phase 1 Preparation:
AI Solution: CoPilot / ChatGPT
Example Phase 1 Preparation:
AI Solution: CoPilot / ChatGPT
AI Solution: CoPilot / ChatGPT
1. Ask one thing at a time
2. Provide context
3. Use the right model for the job
See all the great content available for the adoption of AI!
2. Building a Team
.. ..
..
2. Building a Team
Actions
o Forming project team
o Forming a key-user network
Challenges
o High level of involvement
o Not always available
Example: Phase 2 Building a Team
AI Buddy & SharePoint knowledge base
Example: Phase 2 Building a Team
AI Buddy & SharePoint knowledge base
Example: Phase 2 Building a Team
AI Buddy & SharePoint knowledge base
Example: Phase 2 Building a Team
AI Buddy & SharePoint knowledge base
SharePoint
AI Buddy
Where do I store
files?
1. OneDrive
2. SharePoint
3. Teams
I Message
Where to store files?
1. OneDrive
2. SharePoint
3. Teams
Feedback loop
o Integrate the 'Adoption buddy' with manuals;
o Missing information is returned as feedback;
o Using Copilot to update the manual.
3. Instruction
.. ..
..
3. Instruction
Actions
o Training
o Instruction material
o FAQ’s
o Videos
o Roadmaps
Challenges
o Customization
o Solutions are always changing
Example Phase 3: Instruction:
AI Solutions: Personalized Manuals
Example Phase 3: Instruction:
AI Solutions: Personalized Manuals
4. After Care
.. ..
..
4. After Care
Actions
o Floorwalking
o (Digital) meetings
Challenges
o Lowering resistance to
change
o Time consuming
5. Evaluation
.. ..
..
5. Evaluation
Actions
o Conducting reviews
o Evaluation forms
o Feedback loops
o Analyzing & Improving
Challenges
o Improving based on feedback
o Summarizing feedback
Example Phase 5: Evaluation
AI Solution: analyze evaluations
Example Phase 5: Evaluation
AI Solution: analyze evaluations
Conclusion
o Not everything is solved with AI;
o Adoption can become more personal by using AI;
o AI is about providing a more valuable experience.
Our advice
• Start with utilizing AI so that you:
o Understand what AI can and cannot improve;
o Start improving your adoption process today!
THANK YOU
Are there any questions?
Please evaluate this session in the App.

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Experts live - Improving user adoption with AI

Editor's Notes

  1. Can you see the difference between AI and realife? How clear was it? Onszelf voorstellen. Elise en Jeroen. Jeroen: Hoe is deze video gemaakt? Elise: Hoe is dit onderwerp tot stand gekomen? Elise van den Bosch Adoptie consultant en Jeroen van Steijn Team Lead Data & AI samen op podium. Door naar de volgende slide
  2. Why this topic? Prepare and equipe for the age of AI Tangible examples to assess the advantages of AI in the present day
  3. 4. examples of how AI can support the adoption process
  4. - Zet hier goed neer wat key-users zijn, wie dat normaal doen in een adoptieproject (misschien een praktisch voorbeeld) en waarom het een probleem is als het veel tijd kost voor hen.
  5. 1st-line support: instead of a key user, you go to the chatbot. Is not a replacement for the key user, but is a reduction of the required effort for low-hanging fruit: thus you need fewer key users and depend less on their time. When they do have the time, they can spend it on the important issues instead of the simpler questions. If a question was not yet answerable, it can be added to a knowledge base so that all other users can also get an answer to it, not just the one-to-one between key user and user. Writing manuals has become more valuable. These manuals can be the baseline for your AI to base it’s answers on. This way you create a new ‘buddy’ that can answer all of the first line questions of the users in your adoption project.
  6. 1st-line support: instead of a key user, you go to the chatbot. Is not a replacement for the key user, but is a reduction of the required effort for low-hanging fruit: thus you need fewer key users and depend less on their time. When they do have the time, they can spend it on the important issues instead of the simpler questions. If a question was not yet answerable, it can be added to a knowledge base so that all other users can also get an answer to it, not just the one-to-one between key user and user. Writing manuals has become more valuable. These manuals can be the baseline for your AI to base it’s answers on. This way you create a new ‘buddy’ that can answer all of the first line questions of the users in your adoption project.
  7. 1st-line support: instead of a key user, you go to the chatbot. Is not a replacement for the key user, but is a reduction of the required effort for low-hanging fruit: thus you need fewer key users and depend less on their time. When they do have the time, they can spend it on the important issues instead of the simpler questions. If a question was not yet answerable, it can be added to a knowledge base so that all other users can also get an answer to it, not just the one-to-one between key user and user. Writing manuals has become more valuable. These manuals can be the baseline for your AI to base it’s answers on. This way you create a new ‘buddy’ that can answer all of the first line questions of the users in your adoption project.
  8. - Geef de mogelijkheid om feedback op je ‘buddy’ te geven. Zo herken je een ‘gat’ in de adoptie. Hier kun je vervolgens zelf op acteren, of je kunt de AI aan(laten) vullen. - With key-users, you are not sure you will receive feedback when some policy or manual is missing. But with an AI buddy, you can continously monitor and improve. - Integreer de ‘Adoption buddy’ met de handleidingen, doordat de handleidingen je kennisbank zijn. Als een vraag niet te beantwoorden was moet dit als feedback teruggegeven kunnen worden door de user. Vervolgens vul je samen met je copilot de handleiding weer aan.
  9. Adapting to customer needs
  10. Summarizing feedback, from open answered questions, especially with a lot of different opinions, is hard and time consuming.
  11. Increasing value: - Content is more personalized to specific needs. - Content is more up-to-date. The adoption process is more automated and iterative improvements can be made more easily. AI is not about cutting costs but about providing a more valueable experience
  12. Increase your understanding of what AI can and can not solve. Are prepared for a future where AI gradually takes over some of these automatable tasks and free up your time. Can start improving the value of your adoption process today!