From 'Being Used by AI' to 'Mastering AI': How to Make AI Utilization a Habit and Dramatically Transform the Workplace
Thank you for always reading the articles from Kocochi Seisakusho.
This time, I would like to talk about AI implementation in contact centers again.
There are already many companies, not limited to contact centers, that have implemented AI and achieved certain results, aren't there?
Looking at such companies, I feel that in many cases, AI is firmly integrated as part of the business process, and
the act of 'using AI' itself has become a routine task.
However, can we really say that
they have truly mastered AI just by that?
The state to aim for is an 'organization where AI is a natural presence'.
What Kocochi Seisakusho considers ideal is a state where
utilizing AI has become completely habitual for everyone from managers to frontline communicators.
It is not just at the level of 'using AI in one process of this task'.
Thinking about whether AI can be used for any task
Brainstorming with AI during daily work
Treating AI as a partner for judgment, organization, and idea generation
With these mindsets and skills, the state of proceeding with work while treating AI as a 'partner'
I believe that only when this state is reached can we say that 'AI is being utilized'.
The era of 'don't rely on AI' is already over.
Until a little while ago,
'Relying on AI is...'
'It's meaningless if you don't think with your own head'
Such conversations were exchanged as a matter of course. However, now, in companies that are advanced in AI utilization,
'Did you ask AI properly?'
'What kind of prompt did you give to AI?'
Such questions are being exchanged.
In fact, I have witnessed many times scenes where the quality of proposals and materials improves dramatically by repeatedly brainstorming with AI.
What is needed for everyone to reach that point?
However, for everyone to reach that level, simply waiting for spontaneous adoption will not lead to progress.
What is needed is:
Some advanced trials (top-down)
Raising the bar at the operational level (bottom-up)
These two wheels are essential.
So, how can we achieve that...
The key is AI promotion through 'cross-units'.
Generally, AI promotion is often led by experts in the IT or systems department, who take the lead and share advanced case studies through internal seminars and briefings.
Of course, that in itself is important.
However, from the perspective of the audience,
'So, how do I use this in my own work?'—it often becomes a case where it feels like someone else's problem.
As a result,
only a few early adopters grow
while many others are left behind without getting on board
Such a pattern tends to emerge.
To prevent this, Kocochi Seisakusho believes that the most effective approach is
an AI promotion project in cross-units that transcends business and organizational boundaries.
Design that leads to the evolution of the entire organization
By thinking about AI without confining it to specific tasks,
rather than task-specific optimization
the evolution of the entire organization
becomes possible.
If you give project members a certain level of authority,
lectures inviting trendsetters from inside and outside the company
We can also conduct workshops for those who have not yet been able to get on board
and more.
By doing so,
we can ensure that no one is left behind, no one feels that this is 'someone else's problem,' and
raise the AI utilization level of the entire organization.
This experience
fosters a mindset of taking initiative in work
and leads to the discovery of new career paths
and, as I mentioned before,
it also directly leads to breaking away from the passive nature of contact centers
.
Furthermore, by sharing the obstacles to AI utilization for each task,
removing barriers between departments
and cross-functional knowledge sharing
will also become significant secondary benefits.
A Roadmap for Making AI Utilization a 'Habit'
Finally, I would like to share the
'AI Utilization Habituation Process' that I introduced at the
Contact Center Demo & Conference in the spring of 2025.
Looking at it now, a year later, I believe it is
content that serves as a benchmark not only for contact centers but for all operational tasks.
In this process,
image generation
translation
long-text summarization
effective searching
Prompt creation
Script creation
Manual creation
We have
visualized the level of utilization for these seven operational use cases.
By visualizing 'where you and your team members currently stand,' you can build up your AI utilization skills while having a concrete image of growth—
I hope you will use this as a guide to help you do just that.
AI is meaningless if it is just introduced.
It only becomes an organizational strength when it is continuously used, integrated, and becomes part of the culture.
If you feel that:
AI has been introduced but is not spreading
Only a few people are using it
It is not leading to organizational evolution
then it is time to urgently rethink the very 'design' of your AI utilization.
By rethinking it, you can avoid becoming an organization where
only the AI evolves in a few years.
Kocochi Works will accompany you in designing AI to transform it from a tool into an organizational strength.
Thank you for reading until the end.
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Regardless of the content of this post, if you let us know about the problems you are facing in the field, we would like to share hints for solving them in a new note.
Mail: yasushi.miyazaki@kocochiworks.com
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