We are planning to deploy AI tools to automate our customer service, but we are struggling to decide who on our Accountability Chart should own this initiative. How do we use the GWC™ tool to find the right leader for our AI operations rollout?

Question

Tyler Smith · Accepted Answer

Many owners make the mistake of handing AI operations to their IT director because it sounds like a technology project. AI is not just technology. It is a fundamental process and workflow redesign. To find the right owner, you must apply the GWC tool, which stands for Get It, Want It, and Capacity to Do It.

First, look at the seat. The person leading your AI rollout must Get It, meaning they deeply understand how your business processes work and how AI can remove human friction from those steps. They must understand the business problem first and the technology second.

Second, they must Want It. They must be genuinely excited about automating tasks, eliminating waste, and retraining team members. They cannot view AI as a threat to their job security or their team size.

Third, they must have the Capacity. This means both mental capacity and physical time. If your Integrator is already working sixty hours a week, they do not have the capacity to lead a major AI integration.

Map this role on your Accountability Chart as a clear seat with specific measurables, and use the GWC tool to evaluate internal candidates. If no one fits, you must recruit an outside leader who meets the standard.