The four-part suitability test
- Is there a defined problem? If the team doesn't know why work is delayed, buying an AI tool is premature. Measure the process first.
- Is the information appropriate? Use approved, necessary data. Sensitive or confidential material can make an otherwise simple task unsuitable for a particular tool.
- Can you check the result? Someone must be able to detect wrong facts, weak reasoning and unsupported recommendations before they matter.
- What is the consequence of error? A poor internal brainstorming idea is easy to discard. A wrong medical conclusion, unsafe instruction or unauthorised payment can be far more serious.
A task can pass the first three questions and still require strong controls because the consequences are high.
AI, automation or a process fix?
| Situation | Often the better starting choice |
|---|---|
| No one knows who should reply | Assign ownership and escalation rules |
| Send a reminder after a fixed period | Ordinary rules-based automation |
| Prepare alternative wording for an approved message | AI draft with human review |
| Interpret unusual, incomplete customer requests | Human review, potentially AI-supported |
| Authorise refunds or approve high-value payments | Human approval and controlled systems |
| Identify patterns in appropriately prepared data | AI or conventional analysis, with verification |
This is not a ban on AI in higher-risk work. It is a reminder that stronger evidence, specialist review and accountable oversight are needed.
Unlock the rest of this lesson
You're halfway through. Enter your email to read the full lesson, use the exercises and quizzes, and unlock the rest of The Business of Growth library.
Already signed up through The Business of Growth? Use the existing signup to return and unlock this browser. No payment required.
Worked example: late customer replies
Fictional example. A supplier often replies to customers two days late. The owner considers installing an AI chatbot. A process review shows incoming messages aren't assigned to anyone when the office manager is away.
The first change is a shared inbox owner and backup. A rules-based reminder could help. AI might later prepare draft answers for repeated questions, but it would not solve the missing ownership. The business should compare the options rather than assume the most technical one is best.
When human judgement is essential
Keep appropriate people responsible for decisions about safety, employment, law, medical matters, significant financial commitments and unusual customer circumstances. AI may help organise authorised information or prepare questions, but accountability does not move to the software.
Also consider the customer relationship. Some situations call for a genuine conversation. An efficient automated apology can be worse than a slower, careful response when someone has been seriously affected.
Your next action
Your notes stay on this page unless you choose device saving, download them or submit them to Greg below.
Keep names, private customer details and confidential information out of your notes. Device saving is optional. Only the separate Send my lesson work button below sends anything to Greg. There is no account or cross-device sync.
Two questions before you move on
These checks support learning. They do not assess business health, award a qualification or send a result to Greg.
Ask Greg
Ask a question about this lesson or a challenge in your own business. I read submissions and may reply or cover common questions in future lessons. I cannot promise an individual reply to every question.
Lesson: When Should You Use AI and When Shouldn't You?. Please do not include confidential client, financial, health or staff information.
Questions this lesson answers
When is AI not worth using?
When the task is already simple, the result is hard to verify, the information is not permitted or the benefit does not outweigh cost and risk.
Should AI make business decisions for me?
It can help compare options and surface assumptions. The business still needs an accountable decision-maker, particularly where customers, staff, safety or money are affected.
Work out where your business is getting stuck
The free Growth Diagnostic asks ten questions across acquisition, conversion, relationships, delivery and commercial control. It gives you an area to investigate and three things you can do next.
One complete sample lesson in each stream is fully open. Read halfway into every other lesson, then enter your email to unlock the remaining content, exercises and quizzes across the library. Ongoing marketing emails are optional.