When a client asks if AI is used: “Yes” is the answer
It speeds up the processes at a few stages

• When interviews are done, the questions, specific answers and general conversation need to be recorded and accurately transcribed.
• The recording makes sure all the comments are captured
• AI is used in some transcriptions and human transcriptions when the recording isn’t clear or the interviewee has a heavy accent

Before the project starts

• We need to understand where AI will speed up processes
• And, very importantly, where learning might be cut short because AI is used

The learning is essential. People are the key to this service, not hardware or software. Their expertise needs to grow.

By anticipating where learning might not be captured, we need to add some steps.

Insurance
We do random spot checks to review interview recordings, transcripts of those recordings, and analysis results based on those.

• Did the information in the end-analysis truly reflect the interviewee’ emotions, ideas, complains, and more?
• Very importantly, the random conversational comments, those statement not directly dealing with the question asked, those need serious consideration. That extra commentary can provide deep insights. What is their opinion of the people, organization, services, experiences and results?

Post-Interview Ideas
Immediately after each interview, the interviewer needs to review the session. Some of the questions to be answered are:

• What notes were jotted down during the interview, indicating important or new information?
• What parts of the interview were high energy and engagement or low energy? AI will average those.
• Description of the interviewee’s personality
• Did they give a referral with enthusiasm?

Each interviewer needs to be trained and ready to jot short notes during the interview and then review the conversation immediately after.

Client Experience Journey
Our clients cover a lot of different business and organization types. The common factor: the experience of their customers/clients through the stages of learning about the client, choosing their services, experiences with their people and services, and the results of those services and experiences. It’s people-to-people.

Where To Add A Step?
AI is the tool, not the leader. It needs supervision and quality control. The high-value services clients on Gap Management expect to learn what they didn’t know which can improve their expertise and services.

Two examples of checkpoints are:

• Listening to interview recordings and reviewing the Report section about the interviews;
• Reviewing the Stories in the Report to ensure the StoryFrames & Segments section reflects the actual comments and person commenting.

Then we need to ask: if the Report section isn’t in line, which adjustments are needed right away.

Constant Learning
The people who are giving guidance or advice to clients need to continually learn, just like our clients.

Each Report is not the end. It is the guide to improving the client’s processes and communications.

The focus is people and the interviewee’s relationships with our clients, their high-value services providers.

If we give too many roles to AI without making sure we learn, the quality of service and analysis will decrease.

AI can speed the process and provide extra time so that we can grow our knowledge. Only then can AI be a boost.