How Henri le Grange prepared his business for AI

Right, so where must we human rather than AI? So where do we need to stay? Well, I think we obviously, I think you mentioned earlier quite a number of things where obviously you need to check it.

You can't delegate any of the responsibility or accountability or any of those kinds of things.

You know, there are certain parts, but can we just maybe revisit that just briefly and say, well, you know, What part must be absolutely human? You don't let tech or AI anywhere near those things.

Yes, I think, I mean, we are dealing with clients and we're dealing with humans that we actually care about and we care a lot about the outcomes they get and how their experience is with us.

So everything that goes out to a client has to be checked by a human first.

And it's also just having that care for the person because it's not a neutral tool that doesn't care what happens to the person.

And if there's something that happens that you see needs intervention, you should step in and sort it out yourself.

And it's, you know, just I would say very broadly just caring for the human and making sure that they get the service and outcome that you set out in your values that you want to deliver.

Yeah.

So one of the things I, the way I think about it is also, if you want to know where do you do technology and AI and where do you rather not, even though you possibly could, because I don't think there's many things that we can't use tech and AI for.

But if you think about that journey of a client end-to-end from the time they start looking for someone like you until their journey with you ends, be it that they leave or be it that they pass away or whatever that ending means or whatever leads to that ending, is to think about at what points during the journey are there a lot of emotion or tension involved? Yeah.

So in other words, people might feel anxious or they might feel worried or they might be unsure or, you know, they have these questions.

They don't trust you yet.

They think you're like everybody else.

You know, those kinds of sort of things through and then you go like, oh, they need to make big decisions.

So usually when there's a decision involved as well, like there's probably also a lot of emotion and or tension involved.

at those points, I believe you want a human, like that's where you want the person to sit with somebody and have a conversation rather than having them complete a form online or, you know, email you the information or whatever.

But I think that's also a way to sort of think about that and say, well, apart from where you are responsible as the advisor or the administrator or whatever role you are playing, it's just to think about that because that's the experience.

That's where we built the trust that Lalani was talking about earlier.

That's where we, where we make sure people feel safe.

And I think that's really, really important as well.

Yes.

Also,

sorry, there is not only upside in having anything polished or written perfect, because I saw...

I had my own short-term renewal come up now and I sent it to the person in our practice that deals with the short-term.