Most Companies Are Using AI Backwards
In this solo commentary, Kevin Surace argues that the majority of businesses are misusing artificial intelligence by merely automating existing human-driven processes instead of rethinking and redesigning workflows to fully exploit AI’s capabilities. He contrasts the “wrong way” – layering AI onto legacy steps – with the “right way,” which involves creating entirely new, AI-centric processes. Surace illustrates his point with a detailed insurance‑claims example: traditionally, a claim involves multiple human inspections, form‑filling, and approvals before a payout. By reimagining the workflow, a policyholder could simply photograph vehicle damage on a smartphone, upload the images to an AI system that assesses the damage, and instantly trigger a payment via ACH or wire, completing the claim within minutes. The talk emphasizes that true AI value comes from building new, streamlined digital experiences rather than digitizing old ones.
