No one is “in charge” of AI at Chili Piper. Everyone is in charge. I will explain in detail below, but I believe this is an important point to make because teams can only succeed in delivering on hard goals if they learn to collaborate without relying on someone “at the top” telling them what to do with AI.
It’s a philosophy that is very important to me because relying on outside forces to take ownership:
It’s a philosophy that applies to everything we do at Chili Piper. Instead of relying on “perfect humans” to tell us what needs to be done, we create systems that allow us to focus on what matters instead. These systems are constantly tweaked to produce results fast
Everyone in our company will benefit if they know how to leverage agents to help them in their work. Hence, our promotion process includes this kind of experience in assessing if someone is eligible for an increase in their salary, band, or title.
When deciding on a promotion, we have the typical 360-degree feedback, impact assessment, and calibration process like everyone else.
But we also have a part focused on “innovation.” It used to be: "Have you done something that is completely innovative in your field?" This now translates to: "Have you deployed agents to remove the boring stuff from your role?"
As a result, our team is a lot more likely to explore this topic. Unlike other companies where the “IT department” handles these deployments, everyone at Chili Piper becomes interested in it. I believe this is key because, for many people who understand the business and the needs well but lack the practical deployment piece, AI agents remain out of reach.
I strongly believe that individuals in teams shouldn’t “innovate” or “deploy AI agents” alone. Successful outcomes come from someone who deeply understands the business problem and someone who is skilled at crafting agents that scale.