As we deploy AI-powered tools to automate our client onboarding, some of our senior account managers are struggling to manage these new systems. How do we use the GWC tool to assess if they actually have the capacity to own an AI-augmented seat?

Question

Tyler Smith · Accepted Answer

Deploying AI-powered tools will inevitably change the GWC requirements for many seats on your Accountability Chart. When you automate workflows, the technical skills and cognitive focus required to manage those seats shift dramatically.

To assess your team members, start with the first element of GWC, which is Get It. Does the employee understand how the AI tools work, why they are being used, and how their role changes from manual execution to system management? If they do not comprehend the new digital workflow, they cannot get the seat.

Next, look at Want It. Some employees prefer manual, repetitive tasks because they feel safe. If they are secretly resisting the automation or refusing to adopt the new systems, they do not want the seat.

Finally, evaluate Capacity. Managing an automated system requires a higher level of cognitive problem-solving and quality control than executing a manual process. If an account manager is overwhelmed by the data inputs or cannot troubleshoot system exceptions, they lack the capacity.

You cannot compromise on GWC to protect historical relationships. If a team member no longer fits the GWC profile of their AI-augmented seat, you must either find them a different seat where they do fit, or transition them out of the organization.