Louise: Success should be measured by tangible improvements in productivity and how employees experience these tools in their daily work. This can be through practical metrics: time spent on specific tasks, meeting duration, and error rates across teams. However, the human indicators are equally important.
One example that has stayed with me is a local council that implemented AI not just to cut call times but to handle routine queries, freeing agents to spend more time with vulnerable citizens who need genuine human support. The goal isn’ t to remove people from the process, but to give them greater capacity for work that only humans can do.
AI can remove a lot of the operational noise that gets in the way. But the responsibility for how we treat people, lead teams and build trust still sits firmly with us. Rather than diminishing the value of human skills, the AI era makes them more essential and visible than ever.
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