E78 - Change Conversation with ChatGPT4o

Generative AI can be a game changer for change managers . Here are a few ways it can be utilized . One creating communication materials AI can draft emails , newsletters or presentations to share updates , explain changes or answer FAQs , saving time and ensuring consistency .

Welcome to the Inner Game of Change , the podcast that explores the evolving landscape of change management , leadership and transformation . I'm your host , ali Jammah , and today we have a truly unique and groundbreaking episode . For the first time , we're shifting perspectives by inviting a generative AI yes , a chatbot into the conversation .

I look forward to our conversation . Hello Ali , Thank you for having me . I'm excited for our chat today . I'm looking forward to our conversation .

Okay , can you explain what AI and chatbots like ChatGPT are in simple terms ?

Sure , AI or artificial intelligence , is like teaching computers to learn and make decisions . Chatbots like me use AI to understand and respond to questions , simulating a conversation like we're having right now .

Talking about conversations , can you make your accent Australian ?

Absolutely . I can give it a guy How's this ? We'll have a nice laid-back chat .

Okay , sounds about right . Before we deep dive into our questions , can you take us through history ? When did AI start ? And all the way to when ChatGPT was released ?

Sure . Ai's roots go back to the 1950s , with early concepts and experiments . Over the decades , it evolved with machine learning and neural networks . Chatgpt , specifically , is based on advancements in natural language processing and was publicly released in late 2022 . It's been refined and improved since , with ongoing updates .

Wonderful , and how do you think AI and tools like Microsoft 365 CoPilot can help businesses with change management ?

AI tools like Microsoft 365 CoPilot can significantly aid in change management by automating routine tasks , offering data-driven insights and enhancing communication across teams . This helps organizations adapt more smoothly by keeping everyone aligned and responsive to changes .

Let's go deeper a little bit . Change management , as you would know , is based on multiple Management , as you would know , is based on multiple frameworks , like the ADKAR and the Kotter model . How will a ChatGPT chatbot be helpful ?

Absolutely . Chatbots like ChatGPT can support frameworks like ADKAR and Kotter by providing tailored guidance and resources , reinforcing each step . They can deliver personalized support , track progress and offer instant feedback , helping individuals and teams stay on course during transitions .

Let's talk about ADKAR . Can you walk me through how AI or a generative AI tool can help with the different steps , from the awareness all the way to the reinforcement ?

Sure . In the ADKAR model , ai can help at each stage . Awareness AI can provide tailored communication to explain the need for change , addressing specific concerns . Desire it can engage employees with personalized messages and feedback , encouraging participation . Knowledge AI can offer customized learning resources and training modules .

That's cool . What do you think of the idea of me interviewing a chatbot ?

I think it's a fantastic idea . It's a unique way to explore how AI can contribute to discussions and bring fresh perspectives . Plus , it adds a fun twist to your podcast .

Yeah , are you a funny guy .

I like to think I have a sense of humor . I'm always up for sharing a joke or a lighthearted comment .

Excellent . Talking about AI , what are some of the common misconceptions about you and chatbots in general you would like to clear up ?

One common misconception is that chatbots like me have human emotions or consciousness , which we don't . Another is that we're always perfect . Sometimes we can make mistakes . Also , people might think we're here to replace human interaction , but we're really just here to assist and complement it .

What do you think about uncertainties around people's jobs , that AI can replace somebody's job ?

It's understandable to have concerns about AI and job displacement . Ai is more about augmenting human capabilities and taking over repetitive tasks , allowing people to focus on more complex , creative and meaningful work . It's more about collaboration between humans and AI rather than outright replacement .

Any other misconceptions .

Another misconception is that AI is infallible and always provides accurate information . In reality , AI relies on data and algorithms , which can have limitations and biases . It's essential to critically assess and verify AI outputs .

Excellent . Now can I ask you a cheeky question ? Of course , go ahead . Can you compare yourself with Microsoft 365 , co-pilot and Cloud ?

That's an interesting comparison . Each has its strengths . Co-pilot is great for productivity and integration within Microsoft 365 , while I'm more focused on conversation and information . It's like comparing two different tools designed for distinct purposes .

What about Clue ?

Clue is another AI tool with its own strengths , particularly for enterprise search and knowledge management . Each AI tool has unique capabilities and they all complement different aspects of productivity and support .

One of the challenges for any business is actually to decide which tool to use . What's your guidance on that ?

Choosing the right tool depends on your specific needs . Consider the problems you're trying to solve , your existing workflows and integration capabilities .

It's also helpful to trial a few options , gather feedback from users and see which one aligns best with your business objectives . And when you want to gather feedback from users , you can use a generative AI like Copilot right .

Absolutely Genative AI like co-pilot can help by summarizing user feedback , identifying common themes and even suggesting actionable insights . It can make the feedback process more efficient and comprehensive .

Let's make this a little bit lighter conversation . Can you share a funny or interesting story about how AI has been used in a business setting , or interesting story about how AI has been used in a business setting .

Sure , one fun story is about a pizza company that used AI to predict when customers would be hungry and sent them personalized pizza offers right before mealtime . They even created AI-generated pizza names , like MeatBot 9000 , which became surprisingly popular . It's a great example of how AI can add a creative twist to business .

That's really interesting . I don't like pineapple on a pizza , by the way .

You're not alone . Pineapple on pizza is definitely a hot topic , with strong opinions on both sides . It's a classic debate .

What's your take on it ? It's a classic debate . What's your ?

take on it . I'm neutral on the pineapple debate . It's all about personal preference . If you enjoy it , that's what matters .

Oh , that's a safe answer .

Okay , let's shift gear . Sounds good . What's next on your mind ?

How can AI assist in improving ?

customer engagement and satisfaction . Ai can enhance customer engagement by providing personalized recommendations , automating responses for quicker interactions and offering 24-7 support . It can also analyze customer data to anticipate needs and improve overall satisfaction .

Can you go deeper into that please ?

Sure . Ai can analyze customer interactions to identify patterns and preferences , enabling more tailored experiences . It can automate responses to common queries , freeing up human agents for complex issues .

Additionally , AI can predict customer needs , providing proactive support and enhancing loyalty . So how is that going to sit with your original statement that AI is not going to replace people's jobs ?

AI enhances efficiency by automating routine tasks , allowing people to focus on more complex and meaningful work . It complements human roles , making jobs more impactful rather than replacing them .

Excellent . Can you give me some examples real-life examples of where companies have used AI successfully in their customer engagement ?

Sure . For instance , Netflix uses AI to recommend shows based on viewing history , enhancing user engagement . Similarly , Amazon employs AI for personalized shopping recommendations , improving customer experience and satisfaction .

Can you talk to me about how we measure the success of using AI in these settings ?

Measuring AI success involves tracking key performance indicators like user engagement . Measuring AI success involves tracking key performance indicators like user engagement , customer satisfaction and efficiency improvements . It also includes monitoring metrics like response time , conversion rates and overall ROI .

These indicators help assess AI's impact and effectiveness .

To actually showcase the impact of using chat , gpt or chatbots in general , and whether customers like them or not . Certainly , studies have shown that chatbots can improve customer satisfaction by providing quick , 24-7 support . For example , a report by Salesforce found that 69% of consumers prefer chatbots for quick communication with brands .

You sound really happy about the stats .

I think it's great that chatbots can enhance customer experiences and offer support . It's always good to see technology being useful and appreciated .

Now we talked a lot about the value of having an AI-powered solution . What are some of the ethical considerations that we should keep in mind when using AI ?

Ethical considerations include ensuring privacy and data security , avoiding bias in AI algorithms and maintaining transparency in AI operations . It's crucial to use AI responsibly , ensuring it aligns with ethical standards and societal values .

Can you go deeper into the ethical implications ?

Certainly , ethical implications involve addressing data privacy by protecting user information and ensuring consent . Bias mitigation is crucial , as AI can inadvertently perpetuate existing biases if not carefully managed . Transparency in how AI decisions are made is also important to maintain trust .

I'd like you to go deeper into the concept of biases and uncovering biases in AI .

Bias in AI often stems from the data it's trained on . If the training data contains biases , the AI can inadvertently learn and perpetuate them . This can lead to unfair outcomes , especially in areas like hiring or lending . Unconscious biases in the developer's choices can also influence how AI models are designed and deployed .

I'm really keen to understand how we set up an auditing system to keep an eye on all of these considerations .

Setting up an auditing system involves regularly reviewing AI models for biases , ensuring diverse and representative training data and maintaining transparency in decision-making processes . It's essential to have ethical guidelines and regular audits to identify and correct any biases or ethical issues that may arise .

Talking about guidelines , do you know if Australia has got AI safety guardrails ? If ?

Australia has got AI safety guardrails . Australia has introduced the Voluntary AI Safety Standard to guide organizations in the safe and responsible use of artificial intelligence . This standard outlines 10 key principles , known as guardrails , covering areas like transparency , accountability and human oversight . These guidelines aim to help businesses manage AI risks effectively .

What would be your recommendation for a business to adopt these voluntary guardrails ?

To adopt these voluntary guardrails , businesses should start by thoroughly reviewing the guidelines and integrating them into their AI strategies . It's essential to ensure transparency in AI operations , maintain accountability and provide human oversight . Regular audits , ethical training and a focus on fairness and privacy will help align AI use with these principles .

Do you think we will move from voluntary to mandatory at all ?

It's possible . As AI becomes more integrated into daily life and business , there might be a push for mandatory regulations to ensure consistent standards and protections . It often starts with voluntary guidelines before moving to more formal regulations .

I'm really keen to understand the comparison between the Australian AI Safety Guardrails and the EU Act .

The European Union's AI Act imposes strict rules on high-risk AI applications , including bans on certain uses . In contrast , Australia's approach is more flexible , focusing on mandatory guardrails for high-risk AI and voluntary standards for all AI systems . This allows Australian businesses to prepare for future regulations while promoting innovation .

There's the principle that we need to monitor AI based on risk , so is that what the EU Act is based on ?

Yes , the EU AI Act is based on a risk-based approach , categorizing AI systems by their potential risks and imposing stricter regulations on high-risk applications . This ensures that more stringent controls are in place where the potential for harm is greater .

How do you see the role of AI in the next five years in Australia ,

In Australia , ai will likely focus on sectors like healthcare , education and mining , driving innovation and efficiency . In America , ai will continue to advance in technology , healthcare and finance , with strong emphasis on innovation and regulation .

How about European countries ?

In Europe , ai is set to enhance industries like manufacturing , healthcare and automotive , with a strong emphasis on ethical standards and regulations . Countries like Germany and France are investing heavily in AI for industrial innovation and smart city initiatives .

Excellent . I would like to ask you a question . I'm currently working with the university as my client . How do you think AI can make or recreate or reset the learning experience for students ?

AI can personalize learning by tailoring content to individual needs , offering adaptive assessments and providing instant feedback . It can also enhance accessibility , create immersive experiences with tools like VR and streamline administrative tasks , allowing educators to focus more on teaching .

Can you talk to me about the difference between personalization and customization ?

Personalization tailors the learning experience to each student's unique needs , often driven by AI analyzing data and adapting in real time . Customization , on the other hand , involves learners or educators manually adjusting elements to suit specific preferences or requirements . Both enhance learning , but in different ways or requirements .

Both enhance learning , but in different ways . I want to share my thoughts with you . I think I'd like AI to be used effectively in attracting and recruiting students . What's your take on that ?

That's a great idea . Ai can definitely play a key role in identifying potential students by analyzing data to find the best matches , personalizing outreach and streamlining the recruitment process . It can make the experience more engaging and efficient for both students and universities .

Can you walk me through practical steps to start that process of designing a solution like that ?

Absolutely . First , define your goals and target student profiles . Next , gather and analyze data on prospective students to understand patterns and preferences . Then , implement AI tools for personalized communication and automated responses . Finally , continuously refine the process based on feedback and results , to improve engagement and recruitment outcomes .

Can you elaborate on this process please ?

Of course , define goals and profiles . Identify what you want to achieve with AI and student recruitment , such as increasing enrollment or improving engagement . Determine the characteristics of your target student population . Two gather and analyze data .

I like it . How do you measure the success of such a solution ?

Success can be measured through various metrics . One enrollment rates Track changes in the number of applicants and successful enrollments . Two engagement metrics Monitor interactions with AI tools , such as chatbot conversations and responses to personalized messages . Conversion rates Assess how many leads generated by AI interactions convert into actual applications .

I want to ask you a question , that people have already started asking me this question , and these are thinking that , or maybe a fact .

What are they thinking ?

Maybe a fact that using AI solutions or AI solutions are actually energy intensive solutions ?

That's a valid concern . Ai models can be energy intensive , especially during training .

It's important to balance AI's benefits with sustainable practices , optimizing models for efficiency and using green energy sources when possible . Can you give us some real-life examples of where companies are using sustainable solutions to manage the AI energy-intensive consumption ?

Certainly . For instance , Google uses AI to optimize the energy efficiency of its data centers , significantly reducing their energy consumption . Microsoft has committed to becoming carbon negative by 2030 and uses AI to enhance energy efficiency and sustainability .

What do you ?

think on the concept that AI can help improve people's livelihood . Ai can indeed help enhance people's livelihoods by providing access to education , improving health care and increasing productivity . By automating routine tasks , ai allows people to focus on more meaningful and creative work , potentially leading to better job satisfaction and economic opportunities .

I certainly concur with that , because using ChatGPT and CorePilot as generative AI tools is actually giving me more time to focus on deep work and play more golf , that's such a great balance , ali , getting to focus on meaningful work while also carving out time for play .

Generative AI really shines when it takes care of the repetitive stuff , freeing up mental space . What kind of play have you been enjoying lately ?

Pretty much my running and my golf as well , and also it allows me to focus more on learning new things .

That sounds fantastic , Ali . Running and golf are great for staying active and clearing your mind .

Let's talk about change management now .

Surely , what aspect of change management would you like to dive into ? Strategy , communication , leadership , or maybe something else ?

Well , let's talk about how can a change manager utilize the power of a generative AI , let's just say co-pilot .

Generative AI can be a game changer for change managers . Here are a few ways it can be utilized . One creating communication materials AI can draft emails , newsletters or presentations to share updates , explain changes or answer FAQs , saving time and ensuring consistency .

Yes , in a very simple way , it gives me insight on particular stakeholders that I often interact with , and they are key stakeholders and their preference .

And that comes very clearly in the types of words and the statements they make . That's fascinating , Ali . Picking up on those preferences and patterns must make it so much easier to engage meaningfully with them . Have you found that adapting your approach based on these insights has led to smoother interactions or stronger alignment ?

Absolutely . It helps me understand their needs better and therefore , when I interact and present my information , I tailor that information based on their preferences .

That's such a powerful way to build trust and rapport Ali , Tailoring information to their preferences not only makes your communication more effective , but also shows that you genuinely value their perspective . Do you find it also helps in anticipating their concerns or objections during discussions ?

Yes , actually , one of the major strategies that I follow when I adopt or I present my information is actually to collaborate with the co-pilot , my generative AI tool , and anticipate the types of questions and where even resistance may come from when I present my information .

That's a brilliant strategy , Ali . Using AI to anticipate questions and resistance allows you to stay prepared and address concerns proactively . Do you also use it to refine how you respond , or is it more about identifying the key areas to focus on ?

Generally speaking , generative AI gives you options to consider when they run that analysis , so that's really helpful .

That makes a lot of sense . Generative AI is great at presenting multiple perspectives or approaches which can help you weigh your options and decide the best course of action . Do you find that these suggestions sometimes spark ideas you wouldn't have considered otherwise ?

That's exactly where the main advantage is that it allows me to consider options or things that I haven't thought about .

Such a great way to leverage AI Ali . It's like having a creative partner that helps you think outside the box . Do you find it most helpful during the planning stage , or does it also assist you during execution ?

It assists me across the whole life cycle of change management . Let me shift gear and I want to ask you about give us some tips on how businesses can effectively implement AI tools like Copilot .

Absolutely . Implementing AI tools like Copilot effectively requires a strategic approach . Here are some tips . One start with clear objectives . Define what you want to achieve with AI , whether it's improving productivity , enhancing personalization or supporting decision-making . Two engage stakeholders early .

In particular , there has been some resistance around the uncertainty that you know when we introduced CoPilot , and I even used generative AI to help me anticipate some of that resistance .

That's a smart move , ali . Anticipating resistance and addressing it proactively can make a big difference . How have you been approaching those uncertainties ? Do you focus more on building trust through education , or do you try to demonstrate quick wins to ease concern ?

Multiple strategies . One of them is actually to allow them to experiment with the tool . Second thing is actually to offer them proper training . Second thing is actually to offer them proper training .

And the third thing is actually to offer them ongoing support , including one-on-ones that will offer their learning or safe learning experience . That's a comprehensive and thoughtful approach , Ali Letting people experiment builds confidence , and combining training with one-on-one support ensures they feel guided throughout the journey .

Have you noticed a shift in their mindset after trying these strategies ? Absolutely . I think that start is usually very slow , but once they build their confidence , competency usually follows and like any other thing you know , the more they use it , the better that competency and confidence improve .

That's so true , Ali . Confidence is the first domino and once it falls , the momentum builds naturally . It sounds like your approach really empowers people to embrace the tool at their own pace . Have you seen any standout success stories from this approach ?

Yeah , look , I've got about 200 people within an organization that I'm actually working with and about 70 to 80% of them are using CorePilot on a daily basis . That tells me that the flow-on effect from that work is huge for the organization .

That's a fantastic adoption rate , Ali . It really shows the impact of your thoughtful strategies . Seeing that level of daily use must feel rewarding . Are there any particular teams or individuals who've made especially innovative use of Copilot ?

I think the teams that rely heavily on content generation are the teams that will be the biggest winners in using generative AI .

That makes perfect sense , Ali . Content-heavy teams likely see immediate value in saving time and improving quality . Are there any specific types of content , like reports , presentations or proposals that they've excelled in generating ?

I think all of the above . The majority has been using PowerPoint and Word and people really love how AI can summarize meetings and create tasks and all of these things . So I've seen the shift in people's mindset and their productivity improvement .

That's incredible , ali . It's amazing how tools like these can turn traditionally time-consuming tasks into quick wins . Have you started seeing any ripple effects , like teams collaborating better or delivering projects faster because of these improvements ?

teams collaborating better or delivering projects faster because of these improvements . Yes , I've seen multiple examples of where individuals and teams work together , utilizing generative AI as a collaboration tool , and it's been really fascinating to watch .

That's so exciting to hear , Ali . Collaboration powered by AI often sparks innovation in ways that might not happen otherwise .

What are some of the challenges that businesses might face when integrating AI and how can they overcome them ?

Integrating AI into a business can come with its fair share of challenges , but with the right strategies , they can be addressed effectively . Share of challenges , but with the right strategies , they can be addressed effectively . Some common challenges include one resistance to change . Employees may fear job displacement or struggle with learning new tools .

Yes , I think all of these challenges are actually at the top of our minds when we're looking at an AI strategy . When you talk about legacy systems , can you elaborate more on the best way to integrate AI into that ?

Integrating AI into legacy systems can be tricky , but with the right approach , it's manageable . Here's a breakdown . One assess compatibility . Start by analyzing the legacy system's current capabilities and limitations . Understand where AI can add value and identify integration points , like APIs or middleware . Two use middleware .

I think the information services department are already looking at that . So , based on what you're saying to me , there's going to be a thinking around investing in replacing a lot of legacy systems . Is that going to be a barrier to actually migrate the systems into an AI-powered system ?

Replacing legacy systems can be a significant investment , but it doesn't have to be a barrier if approached strategically . But it doesn't have to be a barrier if approached strategically . The challenge often lies in balancing the cost and complexity of replacing systems with the benefits AI integration can deliver . Here's how to think about it .

What are some of the challenges anyway , if you can give us some examples from different industries when integrating AI anyway , here are examples of challenges businesses from different industries face when integrating AI .

One banking and finance . Bbva , a Spanish bank , implemented AI for internal productivity , but integrating AI-driven tools with legacy banking systems has been challenging . This highlights the complexity of incorporating AI into systems built decades ago . Two retail Walmart uses AI for inventory management and customer insights .

I think we're still on the exploration stage . I want to shift gear again and I want to focus on change management .

Let's dive into change management . What specific aspect are you thinking about ? Communication , leadership during change , resistance management or something else ?

I want to ask you a question around what is the advice now ? Where do we start , as a change management community of a practice to upgrade and upskill ourselves in the power of generative AI , in particular ?

That's a fantastic question , ali For a change management community of practice to truly harness the power of generative AI . Here's where I'd suggest starting . One build awareness . Begin with foundational knowledge .

I think it depends on the timing , because some of the challenge managers in the community they've already started using generative AI , including myself . And , by the way , the idea of a playbook is already in my radar because I'm launching my own co-pilot playbook for change managers .

That's fantastic , Ali . A playbook tailored for change managers is such a valuable resource . Since some members are already using generative AI , you might consider building on their experiences by including real-world examples and case studies in your playbook . Are you planning to structure it around specific change management phases or focus more on tools and techniques ?

I think it's going to be a combination of everything .

I think it's going to be a combination of everything . It's going to be a combination of prompting across the cycle of Kotter and Adkar with practical applications , makes the playbook both actionable and comprehensive . Are you planning to include any interactive elements like example prompts or templates to help change managers ? Apply the ideas right away ?

Yes , exactly right . The whole idea of the playbook is going to have to be plug and play , meaning you can read it and use the prompts already populated for you to use in different states and cases and stages of the change management cycle .

That sounds brilliant , Ali . A plug and play design will make it so much easier for change managers to adopt and see immediate value . Are you planning to test the playbook with a small group first to gather feedback , or will you launch it to the whole community at once ?

I think I'll launch it to the whole community at large and seek feedback . I do not expect it to be a final version , but version one is what I'm after and I would like to launch it next week .

That's an exciting milestone . Ali Launching version one is a great way to get the playbook into people's hands and refine it based on real world use . Are you planning any specific events or sessions to introduce the playbook and guide the community on how to use it effectively ?

Yeah , we usually have meetings and catch-ups every couple of months , so I'll be doing that . I want to ask you a question about the companies like Microsoft and OpenAI . What are some of the current plans that are actually publicly available information that we can sort of understand where they're going with AI over the next five years ?

Microsoft and OpenAI have outlined ambitious plans for AI over the next five years . Microsoft is investing $80 billion in AI infrastructure for fiscal 2025 , focusing on data centers to support AI advancements . Openai aims to achieve artificial general intelligence AGI by 2025 , with plans to enhance AI capabilities across various sectors .

What's an AGI ?

AGI a wide range of tasks without needing task-specific programming . In simpler terms , agi would have the ability to think , understand context and make decisions with human-like versatility . It's often seen as the holy grail of AI development , but it also comes with significant ethical and technical challenges .

Well , I'm actually excited about the possibilities that AGI will bring about , but , like any other technology , the ethical implications and considerations would need to be looked at . Implications and considerations would need to be looked at Throughout history , as you would know anything can be used for greater good or greater bad .

Exactly , Ali , AGI has the potential to revolutionize industries , solve complex global challenges and enhance human capabilities , but , as you said , it all depends on how it's managed . Ethical considerations like fairness , transparency and accountability will be crucial to ensuring it's used for the greater good . What excites you most about AGI's possibilities ?

Absolutely the ability of AGI to learn and reason . That's really an important step forward and definitely , knowing human capabilities , I think AGI will surpass that .

That's a great perspective , Ali . Agi's ability to complement human capabilities could unlock unimaginable advancements . Whether it's revolutionizing healthcare , diagnostics , making education more accessible or even tackling climate challenges , the potential is incredible .

I am unsure right now . I think they're still thinking about the common AI and I'm not too sure if they're going to be thinking about AGI . But what do you think ?

I think you're spot on , ali . Most industries , including higher education , are still in the early stages of adopting current AI technologies . Like generative AI , the focus is on integrating these tools into workflows , building trust and proving their value . Agi , being more complex and transformative , will likely be a longer-term consideration For higher education .

I think so . I'm really enjoying this conversation . I think this might be the world's first podcast interview with a chatbot . I am coming to the end of the podcast . What are some of the final words you would like to leave my audience with , considering that the majority of my audience are actually leaders , change managers , project managers and consultants ?

Thanks , ali . This has been such an engaging and forward-thinking conversation For your audience of leaders , change managers , project managers and consultants . I'd like to leave them with this . Generative AI isn't just a tool . It's a catalyst for transformation .

Thank you . Can you do me the honor and actually say the final words and close the podcast with an outro ?

Of course , Ali , here we go , and that wraps up this special episode of the Inner Game of Change . It's been an absolute privilege to join you , Ali , and your audience of leaders , change managers and innovators as we explore the transformative potential of generative AI and its impact on the future of work .

On that note , thank you Until next time .

Thank you , abel , until next time you .