In our latest TechSambad episode, AI advisor Anupam Jain shared a striking insight: 50% of organizations are reversing their AI-driven headcount cuts in customer service. The reason? Current AI excels at standard requests but fails spectacularly with edge cases.
The AI Ozempic Effect
Anupam introduced a brilliant analogy—AI is like Ozempic, a miracle drug with side effects. "If your data is not harmonized, AI will multiply your existing dysfunctions," he explained. His litmus test? Ask Finance, HR, and IT how many employees you have. If you get three different numbers, you're not ready for AI.
The Memory Problem
AI's inability to retain context poses massive challenges for BPM operations. Anupam's solution draws inspiration from Harry Potter's Pensieve—creating external memory systems where human supervisors manually document critical edge cases that AI can reference later.
Jobs: Fear Not, Adapt
For students worried about AI replacing jobs, Anupam offers historical perspective: "Could LLMs create an LLM? They can't. They're bound by what humans invented. If you dare to go beyond that, you'll always have skills in demand."
His advice: Don't fear AI, use it as a tool. Find niches where your creativity and experience add unique value.
The Dharma of AI
Drawing from Ramayana, Anupam suggests that ethical AI requires an "intent and alignment" layer—ensuring every output serves the right purpose before reaching users.
Key Takeaway
Before implementing AI, ask: "If five people answer the same question, will they give the same response?" If not, fix your processes first. AI amplifies what exists—make sure it's amplifying excellence, not chaos.
