Our leadership team is arguing over whether we should use AI to build a customer-facing chatbot or to automate our internal administrative tasks. How do we decide which AI project to prioritize first to get the best return on investment?

Question

Tyler Smith · Accepted Answer

You should always prioritize internal operational efficiency over customer-facing AI tools as a starting point. Your employees are likely your largest P&L expense, and much of their time is spent on low-value, repetitive administrative tasks. By using AI to increase employee productivity first, you directly impact your bottom line. Look at your Accountability Chart and identify the seats that spend the most hours on manual data entry, matching invoices, or scheduling. Deploying low-code AI workflows to automate these tasks will immediately free up your team to focus on high-value, strategic work that drives revenue. This shift transforms your operational capacity without requiring a matching increase in your payroll costs as your business scales. Customer-facing AI tools carry higher risks, such as public errors, brand damage, and security liabilities. By focusing on internal workflows first, you allow your team to build technical competency and prove the ROI of AI in a controlled environment. This practical approach ensures you are building a highly efficient, system-dependent business that maximizes profitability and sets you up for a successful exit.