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AI Insights · September 4, 2026
AI that earns its place
A practical test for deciding where AI belongs in a customer or team experience.
AI earns its place when it makes a meaningful difference to a real task. That sounds obvious, but it is a useful filter in a landscape full of impressive demonstrations.
Start with the moment of friction
Look for work that is repetitive, hard to begin, or unnecessarily slow—not simply an area where a model can produce an answer. The opportunity is stronger when a person can clearly describe what better looks like.
Then make the first version small enough to learn from. A useful prototype has a user, a decision it supports, and a measure of whether it helped.