Using AI at Work

60: Using AI to Drive Organizational Change with Sara Flowers

22 snips
Jul 7, 2025
Sara Flowers, a business strategist and Chief AI Officer graduate, shares her expertise in optimizing workplaces with generative AI. She discusses how AI tools can revolutionize operations, like enhancing customer service with Ada and creating custom GPTs for project management. Sara emphasizes integrating AI to boost human productivity and improve team morale, rather than replace jobs. She also addresses change management strategies that ensure transparency, driving organizational transformation while overcoming employee resistance.
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ANECDOTE

Bots Transform Client Operations

  • Sara Flowers uses custom bots for every client use case, including marketing, project management, and customer service.
  • For example, she analyzed Trello boards to generate a 34-page report highlighting issues with an inventory vendor.
INSIGHT

How AI Transformed Customer Service from Chaos to Control in Just One Week

Sara Flowers shares a powerful case study of using AI to revolutionize a customer service department struggling with a backlog of 6,500 tickets.

By implementing Ada, an enterprise AI chatbot, they reduced the ticket backlog to zero in just five days and improved key performance metrics significantly, such as a 43% average response rate surpassing the 30% target and a 63% containment rate outperforming the industry median of 34%—all within two months.

This transformation also led to no chargebacks, no negative BBB reviews, and a major morale boost, including a leadership change driven by the positive impact of AI.

Sara emphasizes the importance of transparent change management to help a workforce, many of whom were older and initially apprehensive, embrace AI as a productivity and innovation partner, not a job threat.

The rollout took about 90 days from problem identification to AI deployment, highlighting the deliberate but worthwhile process to achieve measurable ROI.

ANECDOTE

Ada AI Slashes Customer Service Tickets

  • Deploying Ada in customer service reduced a 6,500-ticket backlog to zero within one week.
  • This drastically improved customer experience with no chargebacks or negative BBB reviews.
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