From the work of Disruption Dynamics.
Can I put this information into the AI? Can I send its answer to a client? Who is responsible if it is wrong?
A login answers none of those questions. It gives someone access to software. The company still has to decide how that software belongs in the work.
Leave those decisions open, and each person has to work them out alone.
DD Turned the Questions Into Guidance
DD developed and supplied four materials: an introduction, a practical guide, answers to recurring questions, and an explanation of how a chat differs from an agent.
The introduction covers what AI can and cannot do. The guide deals with context, checking answers, and using the company’s voice. Specific questions receive specific answers.
The distinction between chat and agent matters because reading a response is different from authorizing an action. Who may give the instruction? What needs approval? Where must a person be able to intervene?
Those are decisions about work and responsibility. Enthusiasm for the tool cannot settle them.
The Shared Knowledge Has an Owner
Alongside the materials, a person has been appointed in writing to maintain the shared knowledge. The role covers which content remains current, what needs updating, and which questions keep returning.
That does not make this person responsible for every AI answer. It gives someone a defined job: looking after the material the team works from.
The guidance has been supplied. Responsibility has been assigned. A defined maintenance process and a log give updates and recurring questions a place to go.
The questions now have distinct places: practical guidance for using AI, specific answers for recurring doubts, and an assigned role for keeping the knowledge current.
Opening an account is a software task. Keeping the knowledge current, the checks clear, and the responsibility visible is company work.
By Patrick Thole, Disruption Dynamics, Zürich
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