Do You Know Where to Use Al for the Biggest Business Impact?

A Practical Guide for Determining Internal and External Al Use Cases

AI transformation is not a matter of technology alone—it starts with discovering the most valuable use cases for your organization. Whether your goal is to automate internal workflows or deliver next-generation customer experiences, the key to success is a systematic, thorough, and inclusive use case discovery process. 

Good news: we’ve compiled a step-by-step guide, applicable to both internal and customer-facing initiatives, ensuring your company’s AI investments deliver meaningful, measurable impact.

Why Use Case Discovery Matters

Organizations are eager to harness AI but projects are often scoped around vague ambitions or “shiny” capabilities rather than delivering specific business value. Successful AI transformation begins with identifying the challenges—what’s not working and why? Challenges can be identified in both internal and external processes.

For example:

• Internal Challenges: Automating back-office processes, employee workflows, knowledge management, and operational efficiency
• External Challenges: Enhancing digital products, customer support, personalization, and engagement across apps, websites, and service channels

Here’s the catch: everyone has to be on the same page. A unified discovery approach ensures you don’t miss high-impact opportunities and establishes a repeatable playbook for scaling AI across your organization.