Ops Digest #8: How to Harness GPT in Everyday Processes

July 19, 2023
April 17, 2023
min read
Ops Digest #8: How to Harness GPT in Everyday Processes

This is a preview of Ops Digest, our monthly newsletter for operations teams. This month, we're talking about practical approaches to bringing to power of generative AI like GPT into your everyday processes. Subscribe and receive this newsletter in your inbox every month.

The hype around generative AI right now is intense, to say the least. From proselytes to apostates and everyone in between, you might think that recent advancements in AI—like ChatGPT—are humanity’s greatest achievement or its greatest existential threat. 

But it’s certainly gaining traction, and fast. Taking a quick look just at recent news, companies and individuals are leveraging GPT and other large language models (LLMs) for electronic health records (EHR), tax codes, predicting the stock market, accessing and organizing public data, managing other AI agents, customer service, destroying humanity, research assistance, malware assessment (or lack thereof), accessing medical knowledge, banking, content marketing, and loads of SaaS applications. And more.    

What does all that mean? It means that in this current era of digital transformation, you better get on board the AI train. Not because it’s the shiniest new thing, but because it’s a fantastic tool. Like all tools, you have to learn how to use it intelligently.

This is especially true in Ops. 

This is the task before companies large and small: Use GPT and other powerful AI anyway they can—to solve problems, enhance products, improve service, and so on. 

But what does using AI effectively, such that you make the most of its potential, truly look like?

The answer starts with Ops, because it hinges upon leveraging AI on a process level. 

The companies that figure this out now, and work towards implementing the latest AI (like GPT) into their mission-critical processes, will be the ones out in front. Those who don’t adopt and adapt will be left behind. 

That’s why we built the Tonkean AI Front Door, a product that combines GPT with Tonkean’s powerful process automation modules in order to help organizations make self-service tasks, procedures, and workflows exceptionally easy, frictionless, operations professionals.   

We’ll get deeper into how you can harness GPT’s immense capabilities to empower your companies’ digital transformation.

But first, let’s catch up on what else is happening in the SaaS world around GPT.

Top of the Ops

  • Generative AI is coming to electronic health record (EHR) software, thanks to Epic Systems’ and eClinicalWorks’ collaboration with Microsoft-backed OpenAI | HealthCareITNews
  • Use GPT to navigate tax codes? Sure, why not. | WSJ
  • It’s getting meta already, as AutoGPT claims to connect “thoughts” in a large language model (LLM)—in other words, the AI asks other AI agents to help it figure out and accomplish the tasks you need. It’s an open-source “experiment,” says its creator. | Mashable
  • Worried about what unprecedented power will come from GPT-5? It’s not even being developed yet, according to OpenAI CEO Sam Altman. (But they are working on improving GPT-4.) | The Register
  • Salesforce is on the GPT train: The company announced that it’s integrating Einstein GPT and Data Cloud into Flow | TechTarget
  • Bill Gates on watching ChatGPT ace an AP bio test: “I knew I had just seen the most important advance in technology since the graphical user interface.” | GatesNotes
  • Recently, Tonkean announced the AI Front Door, an intelligent and proactive AI-powered entry point for requesters, combining GPT with Tonkean’s powerful process automation modules to help shared service teams, like procurement and legal, provide an exceptional experience for requesters. | Tonkean

If you have some insightful news or knowledge about the world of Ops to share, let us know

Ops in the Field

Knock knock. Who’s there? A GPT-powered intelligent and proactive entry point for internal processes, that’s who. 

We call it the AI Front Door, and it empowers internal service teams like procurement and legal and other Ops teams to incorporate OpenAI’s GPT-4 seamlessly into everyday processes. It does so by providing an AI-powered intake experience for submitting—and proactively resolving—internal requests.

AI has great potential to supercharge Ops and to advance the science of process improvement. That’s important. Because, as we’ve talked about before, inside most organizations, the existence of intelligent, easy-to-follow, actually useful internal processes is rare. 

That’s one reason process adoption remains so low. At least 67% of employees routinely skip legal processes. Up to 80% of invoices stem from “rogue spend.” Low process adoption is a huge problem, because when people work outside of the established systems and procedures, it invites risk. It also reduces visibility–another sort of risk, and one that’s a compliance nightmare. And it slows everything down; it’s terribly inefficient for each and every internal request to begin with someone wondering who to ask about this or that task or document or procedure.

What do you need to solve that? Engaging with established procedures needs to be easier than working around them. Processes should also be powerful. The tools they tap into should solve employees’ problems. They should provide value, in part by leveraging innovative tech, including AI. 

That’s what inspired the AI Front Door. 

Its interface is dead simple. It looks like a search bar. But it’s connected to all your company’s data–processes, documents, forms, and other resources and information–and employees can use plain language to access all of it. 

How do you request a new laptop from your company currently? What form do you need for a deal NDA, and where is it located? How do you check the status of a deal your team is working on? You probably don’t know. And most of the people in your organization probably don’t, either.  

With the AI Front Door, you can just ask:

  • “I need a new MacBook” – Tonkean will tap into the established procurement protocol for buying a laptop and serve you a list of vendors and options that you can click to start the purchase request.
  • “I need an NDA for ACME” – Tonkean will automatically pull the account details from Salesforce and generate a new NDA doc via Docusign.
  • “What is the current status of the ACME deal?” – Tonkean will check the status in Salesforce and let you know; you can ask it to notify you of any further status change, too.

The AI Front Door understands what you need, gives you the pertinent forms and documents, automatically kicks off related processes, and holds your hand until it’s all resolved—and in a manner that’s specific and customizable to the particulars of your organization.   

Those are just three fairly random examples, but you can extrapolate how powerful this tool is. That’s because it provides resolution, not just search results, and it does so by understanding the context of your request. 

We’ve gone in length describing this because it exemplifies the kind of new AI-driven tools that are coming to the market, and that are poised to help Ops teams take their work to the next level. 

Because for Ops, the truth is this: to get the most out of generative AI, you need to leverage it operationally, and make it a core part of your internal processes. 

This is nothing new for Ops teams, really. Finding ways to make your unique mix of tech, people, and policies work better together has always been integral to ops works. Making use of innovative technology—and using it to help make your people better—has been, too. The difference now is the power and potential of this tech is massive. The organizations who think about implementing it into their processes strategically could leapfrog ahead of competitors. Organizations (and internal teams) that don’t risk being left behind. 

Read our primer on how to leverage GPT-4 in your internal business processes, as well as our recent announcement

(And if you want to use the Front Door inside your organization, head over here to sign up for the beta waitlist!)

Tell us about clever solutions, success stories, and yes gift ideas you want your Ops peers to know about for future newsletters.

Community Spotlight

By some estimates, 50-80% of invoices stem from rogue spending. As many procurement professionals know, traditional procurement processes are complex, fragmented, and challenging. But low process adoption translates directly into inefficiency, increased risk, reduced transparency, and slower time-to-value. The only way to solve that is to create internal process experiences that are easy to follow and provide real value to requesters.

On Tuesday, April 25, join Andries Feikema, Global Director of Procurement Digitalization and Transformation at DSM, and Sarah Scudder, Chief Marketing Officer at SourceDay, for a 45-minute panel discussion on transforming your internal buying processes.

In this panel discussion, Feikema and Scudder will cover building internal buying processes that people actually follow by discussing:

  • How to embrace digital transformation in procurement
  • How to operate as a partner to the business and not a cost center
  • How to increase procurement’s speed and responsiveness

Click here to sign up! And sign up for the AdaptivOps community to stay plugged in to future webinars and other opportunities.

Be sure to subscribe to AdaptivOps to get free access to the forum and maker academy

Podcast: Modern Business Operations

On this episode of Modern Business Operations, host Briana Okyere is joined by George Essilfie Jr., Director of Product Operations at Veeva Systems. Briana and George discuss:

  • How Veeva Systems is dedicated to making the clinical trial process faster, more efficient and less costly.
  • The importance of enabling execution for teams, which leads to more speed and agility.
  • Surrendering to the things that interest you, which will organically build you a skillset to prepare you for an opportunity that only you are qualified for.

Subscribe to the Modern Business Operations podcast on Apple Podcasts, Spotify, YouTube, or wherever you get your podcasts.

Updates from Tonkean

  • Be sure to check out our newest initiative aimed at making Tonkean even easier to use, all on your own: Tonkean 101! Step by step guides and quick, snackable videos.
  • Check out the launch of our newest product, the AI Front Door! It’s an intelligent and proactive AI-powered entry point for requesters, combining GPT with Tonkean’s powerful process automation modules to help shared service teams, like procurement and legal, provide an exceptional experience for requesters: from intake to resolution in seconds. Dive deeper here!

Thanks for checking out Ops Digest! If you’d like to learn more about who Tonkean is or what we do, we have a few different kinds of trials that you can sign up for. They walk users through our most powerful solutions, including Legal intake, Customer onboarding, Employee onboarding, and Email inbox automation. Sign up for one here!

Subscribe and receive this newsletter in your inbox every month!

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