In the past two years, since Chat GPT was launched, artificial intelligence (AI) has gained popularity and accessibility among both individual users and business. This growth has raised questions about AI's functionality (how it works), the accuracy of the information it generates, user trust to its results – broadly about the possibilities, limitations, and finally the risks associated with AI.

According to the report prepared by PwC Poland in 2024, "Ready for Artificial Intelligence," over 60% of respondents in every age group have heard about GenAI. On the other hand, only 40% of companies in the retail and financial sectors have conducted or planned training on the safe use of AI. 

Education about the functioning of AI, as well as its capabilities and limitations, is becoming an essential element of every organization's operations. Appropriate AI training can bring organizations not only tangible benefits, such as operational efficiency and market competitiveness, but also helps to reduce the risk of undesirable events due to incorrect design decisions, improper use or management of this technology.

What topics are worth considering when designing and conducting training?

Trust in technology - Understanding what AI is and how it works is an important step not only in using this technology in business but also in building trust among users and people who may be affected by AI (both at work through task support and in customer-business interactions).

Awareness of risks - Building trust in AI should involve the ability of users to identify and understand the risks associated with AI, such as deepening inequalities (bias), privacy violations, leakage of company’s secrets, black box effect, cyberattack threats, etc.

Compliance with laws and standards - Knowledge of AI-related regulations and standards is essential and should encompass existing sector-specific regulations as well. This should help, not only to identify and take necessary actions regarding any non-compliance, but also to protect the organization from sanctions.

Ethics and Responsibility – Considering ethical aspects in the context of AI helps build awareness and enables responsible decision-making by teams developing AI systems and subsequently by users of these systems, regarding their potential impact on individuals, specific social groups and other relevant stakeholders.

Change management - Knowledge about AI helps in managing changes in the organization, including adapting employees to new technologies and work methods. Additionally, it helps the organization in implementing or adjusting existing rules and practices regarding the development and management of this technology.

Innovation - Understanding AI's capabilities allows for better use of this technology in an innovative way, which can lead to higher quality products and services and increased customer satisfaction. On the other hand, knowing where and how it can be applied helps users recognize the limitations of this technology and understand that AI should not or cannot be used everywhere.

Referring to real life examples of the use of this technology and presenting its effective use or inappropriate approach to AI can be valuable training elements, helping to better understand the practical aspects of using AI.

Artificial intelligence training is particularly important for Global Business Services (GBS) organizations, which provide a wide range of business processes in various areas such as finance, human resources, procurement and customer service. Upskilling GBS employees with a thorough understanding of AI may result in more effective use of this technology and, consequently, increase operational efficiency and the quality of services provided. AI training enables GBS teams to optimize and automate existing processes, such as automating routine tasks, analyzing large data sets and improving decision-making processes. Moreover, it helps them understand and minimize risks associated with AI implementation, such as data privacy issues and compliance with industry regulations. As GBS units are integral to the strategic operations of many companies, investing in AI education allows that these teams can effectively contribute to the organization's innovation and competitiveness.

Introducing AI training in organizations is a necessity due to dynamic development of technology and its growing presence in everyday life. Companies must invest in educating their employees to effectively utilize AI's potential and minimize associated risks. Understanding how AI works and the ability to use this technology consciously and responsibly forms the foundation on which organizations can build their future. The way technology is used determines success and safety in the modern business world.

If you want to learn how PwC Poland can help build and use AI responsibly, visit our website.

If you want to read the entire PwC Poland Report: "Ready for Artificial Intelligence," visit the report page. 

Authors:
Jakub Kaszubowski, Technology Risk Manager, PwC Poland
Jakub Szerszeń, Technology Risk Manager, PwC Poland