Commonwealth Bank Admits Replacing Customer Service Job with AI Was a Mistake: What It Reveals About AI Adoption

by Randy Matheson | Aug 27, 2025 | Artificial Intelligence, Work & Productivity

In July 2025, Commonwealth Bank made headlines when it replaced 45 call-centre staff with an AI voice bot.  By August, the bank admitted it was a mistake. The bot couldn’t handle the load, customers faced long delays, and the bank apologized as it moved to rehire or...

Why AI Is Replacing Data-Intensive Jobs First, and What Everybody Else Can Learn From It

by Randy Matheson | Aug 25, 2025 | Artificial Intelligence, Work & Productivity

Introduction The World Economic Forum recently spotlighted a crucial pattern in AI disruption: it’s not the complexity of the work that determines risk, it’s the availability of structured, machine‑readable data. Finance and administrative jobs, with their tidy...

Beyond Gartner’s AI Hype Cycle: Why People, Not Promises, Will Drive AI Success

by Randy Matheson | Aug 22, 2025 | Artificial Intelligence, Work & Productivity

The secret to AI adoption isn’t more technology. It’s preparing people to use it wisely. Gartner’s 2025 Hype Cycle for Artificial Intelligence may track the ups and downs of AI tools, but lasting success of any technology depends on the people who use them. Companies...

The Data Drought That’s Killing AI Projects

by Suzanne Costa | Jun 25, 2025 | Artificial Intelligence, Work & Productivity

Right now, nearly every organisation is under pressure to: “Do something with AI.” Some are automating customer support. Others want to predict churn, personalise journeys, or replace surveys with AI agents. But here’s what we keep seeing: Companies are pushing ahead...

AI Won’t Save You (Until You Find Out What Dave Actually Does)

by Suzanne Costa | Jun 18, 2025 | Artificial Intelligence, Work & Productivity

“Yeah, but it’s just not very sexy, is it?” That’s what we hear every time we bring up workflows.  Let’s get real: AI doesn’t fail because the tech isn’t smart.  We were in a strategy session with a client. They were gearing up for an AI pilot to improve quality...

Ask Yourself: Why Do You Want AI in the First Place?

by Suzanne Costa | Jun 11, 2025 | Artificial Intelligence, Work & Productivity

Without first answering why, AI becomes an expensive distraction.No cost-benefit analysis. No connection to real business outcomes. Just a vague sense that “we should be doing something.” Executives are telling tech teams to go build AI. But what for?...