Let me give some "behind the scenes" as to why AI ROI is so elusive. Even if the AI works, you have to navigate the "Seven Gates of Software Hell".
I ran AI for a company that managed a huge portion of the world's communications data for financial services companies. This is an excruciating read but the realities are tough.
Let's get started. Suppose you want to scan all of your communications for customer complaints and respond quickly. Here's your journey:
Gate 1: Data Controls
Various geographies require the data to be stored in-region, and in some cases, only accessed in-region. You may need separate AI deployments for each one.
The data may need to be scrubbed for PHI/PII and will need to be scrubbed for Material Non-Public Information. If it leaves the System of Record you'll need to ensure there is a way to selectively delete data so that you can adhere to GDPR, CCPA or PIPL.
Gate 2: Data Quality
Even if you get controls in place, you discover that your data is coming from 8 different vendors. Some are real-time, others T 1 and they all have different APIs. To boot, your corporate directory has 4 identities for Brandon Carl that have never been merged so you can't properly query even a single person's data.
Gate 3: Security Controls
Given the sensitivity of the data you're sending, you'll need to go through an extensive security audit. Since this is an LLM you'll need to look beyond SOC2 and into OWASP Top 10 LLM risks and Gen AI risks too.
Gate 4: SLAs
Your AI Agent calls are taxing your system with bursty volumes and risking your mission-critical production workloads. You may need to set up read-only replicas, throttling and overage billing.
Gate 5: Vendor Risk
Your vendor will be assessed for their financial viability as well as the controls they put in place. This may go as far as analyzing the vendor's software development processes.
Gate 6: Legal Procurement
You've almost made it, but procurement needs to demonstrate that they are saving the firm money. Negotiations come down to the end of the quarter. Redlines are flying everywhere to meet your firm's AI policies and to ensure there's no training on your data.
Gate 7: Model Governance
The AI/ML models need to be assessed versus your firm's Responsible AI Policy. And if you're going to automate things get really tricky. The model needs to be assessed for Materiality, Autonomy and Complexity. You may need documented evaluations, extensive model documentation and champion challenger comparisons performed by your own internal AI teams.
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You've made it this far, congratulations!
While you've been working through the "7 Gates of Hell" you've had to manage a team of workers you know you're going to fire to justify the AI spend. This requires coordination with HR, one-time separation costs and managing team morale for those employees that stay.
Thanks
@emollick for posing the question. Also see
bain.com/insights/your-ai-bu…