My perspective on AI
AI isn't the goal. What improves is what matters.
I don't start by asking which AI we can use. First, I want to know what problem we need to solve—and what that improves for the organization, employees, and customers.
From individual tickets to lasting improvement.
Take a service desk with many employees and a large volume of requests. AI can cluster recurring tickets, reveal similarities, and suggest possible causes. It can also flag when the same underlying problem is repeatedly handled as an incident.
That gives the team a starting point for investigating underlying problems as well as handling incidents. AI helps get the analysis started; people who understand the organization assess the signals and decide what improvement is needed.
People belong in every AI decision.
Automation can change work and free up time. The question is what an organization does with that time and knowledge. People aren't just employees; they're customers and users too. That's why I look beyond how many tasks or costs AI can remove, toward how technology can help people do better work and create long-term value.
Human judgment, responsibility, and good relationships remain essential—especially for exceptions, difficult decisions, and situations where context matters.
AI won't automatically improve how you manage information.
An AI application needs reliable business knowledge: current product information, the right terminology, and clear processes. If that foundation isn't sound, AI can amplify existing confusion and make it more visible.
That's why data quality, ownership, and process improvement belong in the AI conversation from the start. First understand what's needed, then decide which application fits.
No standard recipe. We find the right question together.
I don't have an answer to every AI question in advance. But I help organizations clarify what they want to improve, what data and processes that requires, and where AI can support people. AI for automation where it works. Human attention and responsibility where they make the difference.