Organizations are increasingly aware that leveraging artificial intelligence (AI) is essential to stay competitive. Yet for many, a critical question remains unanswered: How should we use AI? The answer might not lie in AI itself but in understanding how to use AI tools to improve the metrics that matter.

Too often, businesses face “analysis paralysis” with AI, hesitating on where to start and, as a result, missing practical opportunities for improvement. The solution? Start with the needle you want to move — the specific business metric that can drive your success. Whether it’s reducing costs, increasing revenue or enhancing customer satisfaction, it’s crucial to define your target KPI.

Practical AI capabilities embedded within an orchestration platform can illuminate a path to value, without requiring a team of data scientists. Let’s look at how focusing on core business goals, instead of adopting AI for AI’s sake, can open doors to strategic and measurable customer experience (CX) success.