Artificial intelligence (AI) has emerged as a transformative force across industries, offering exciting opportunities and significant challenges for professional services organizations (PSOs). As AI adoption increases, successful AI integration can lead to better resource management, improved customer experiences, operational efficiencies, and a competitive edge.

In this blog, we’ll explore key strategies for effectively integrating AI into PSO operations. Drawing from industry insights, this blog provides actionable takeaways to help you embrace AI while maintaining a human-centric approach.

{{special-callout}}

Emphasizing a Human-Centric Approach to AI

As AI evolves, one of the most critical considerations for PSOs is maintaining the human touch while leveraging technology. At the forefront of this approach is ensuring AI is not solely about automation, but about enhancing human capabilities.

Edwina Fitzmaurice is the Global Chief Customer Success Officer at EY, one of the largest professional services networks in the world. She offers a powerful perspective on balancing AI’s capabilities with human oversight. Fitzmaurice outlined three core pillars for integrating AI at EY:

• AI-enabled transformation: Evolving internal processes, from work functions to technology applications.
• AI-enabled offerings: Creating solutions that improve client outcomes.
• Public responsibility: Engaging with societal and ethical issues surrounding AI.

These pillars demonstrate how a human-centric AI strategy can drive innovation and efficiency without losing sight of the customer and employee experience. By prioritizing human involvement, businesses can ensure that AI tools are enhancements rather than replacements, leading to more effective and sustainable outcomes.

Related: How EY Kept the Human Touch in Their AI Journey

AI in Resource Management

Resource management is one of the most practical areas AI can immediately impact. Leveraging AI to aid resource managers (RMs) in forecasting roles and skills is a winning play. Efficient resource allocation is crucial to meeting client, company, and employee expectations. Technology like AI can help resource managers find the right person with the right skills and availability faster.

Resource management expert, Marc Lacroix from RTM Consulting, provides a roadmap for organizations looking to integrate AI into their operations. Lacroix described the company as a project-based service provider that works to deliver better business outcomes and improve customer success for their clients. For its 15 years in the industry, RTM has amassed expertise in various operational areas, including resource, workforce, project management, service business optimization, digital transformation, and skills development. His framework suggests AI can assist with:

• Capacity planning: Anticipating future demand and adjusting resources accordingly.
• Automated staffing: Streamlining the process of assigning the right resources to the right projects at the right time.
• Skill management: Optimizing talent-deployment by matching employee skills with project requirements.

Organizations must assess their current resource management maturity to leverage these capabilities effectively. Lacroix’s maturity model outlines a progression from manual processes to AI-enabled leadership, offering a practical guide to advancing through the stages.

Organizations should improve their resource management practices and introduce AI incrementally. This allows for a gradual learning and adjustment approach, minimizing the risks associated with big bang or large-scale transformation, and leaning into the Professional Services Automation (PSA) and Project Portfolio Management (PPM) vendor roadmaps. Knowing where and how they are implementing AI within these tools is essential in making the move to more advanced automation.

Related: The AI Conundrum in Professional Services

Identifying High-Impact AI Use Cases

The first step for PSOs when integrating AI is identifying high-impact use cases. Not all AI applications are created equal, and focusing on areas where AI can deliver immediate value can make a significant difference. According to industry leaders, AI use cases in professional services often revolve around:

• Data analysis and insights: Using AI to analyze large datasets, identify patterns, and deliver actionable insights to clients.
• Automation of routine tasks: Freeing up valuable human resources by automating repetitive tasks such as reporting, scheduling, or basic client interactions.
• Personalized service delivery: Leveraging AI to tailor solutions to individual client needs, improving overall satisfaction.

Many organizations face the challenge of defining these use cases early in adoption. Collaboration across professional services leadership and other service line leaders, data/analytics teams, and IT departments is crucial to understanding what data is available, how it can be collected, and how it can be utilized to improve operations within professional services and other business areas.

The more common headwinds we are seeing include organizational change management, and a lack of reasonably good-quality data—resulting from inconsistent process execution and adoption.

Overcoming Resistance to AI Adoption

Despite AI's potential, many organizations face resistance to change, especially involving new technologies. Organizational inertia is a common challenge that can slow down AI adoption. To help overcome this, develop an adaptive culture that values openness and innovation, where AI is seen as an opportunity rather than a threat.

A proactive approach to organizational change management can make a significant difference. This involves clear communication about the benefits of AI, training employees on new tools, and involving teams in the decision-making process. By addressing concerns early and fostering a culture of learning, PSOs can empower their teams to embrace AI and reduce resistance to adoption.

Ensuring Ethical and Responsible AI Use

As AI becomes more ingrained in PSO operations, organizations must consider its ethical implications. AI can raise questions about data privacy, algorithmic bias, and the impact on jobs. Businesses must approach AI with a solid ethical framework, ensuring technology is used responsibly and transparently.

One way to achieve this is by incorporating ethical considerations into AI strategy, design, and implementation. Organizations can avoid unintended consequences by developing guidelines for responsible AI use and ensuring that AI serves the business's and its clients' broader interests.

Additionally, PSOs should engage with public policy and regulatory bodies to stay ahead of emerging legal requirements related to AI. As regulations around AI continue to evolve, staying informed and compliant will be critical in maintaining trust and protecting the organization’s reputation.

Related: AI Adoption and Processes in Professional Services

Looking Forward: AI as a Catalyst for Growth

Integrating AI into PSO operations is more than just a technological upgrade—it’s a strategic shift that can drive long-term growth and innovation. When done right, AI can improve efficiency, enhance service delivery, improve employee engagement, and create new revenue streams.

The key for organizations starting their AI journey is approaching adoption with a clear plan. By focusing on human-centric strategies, identifying high-impact use cases, and addressing potential resistance, PSOs can successfully integrate AI into their operations without losing sight of their core values.

As you move forward, remember that AI is a tool to enhance—not replace—human capabilities. With the right balance, AI can unlock new opportunities for your organization, helping your company stay competitive.

‍

Your Key Takeaways for AI Integration in Professional Services

• Prioritize the human touch: Ensure that AI enhances rather than replaces human capabilities.
• Use AI strategically: Identify high-impact cases where AI can deliver immediate value.
• Forecast and manage resources effectively: Leverage AI for skill management, capacity planning, and automated staffing.
• Address organizational resistance: Foster an adaptive culture of openness and innovation to encourage AI adoption.
• Stay ethical and responsible: Incorporate ethical considerations into AI design and implementation.

With these strategies, you can integrate AI into your operations to drive efficiency, foster innovation, and create lasting value for your organization.