How does the Service Standard affect whether I should use AI?

Answered

Start from user needs (point 1): understand the problem users need solved, not a preferred solution. Combine that with Service Manual AI guidance — only use AI where there is clear evidence of a user need, and prefer established technologies when they solve the problem better.

From the guidance

Primary (how) Service Standard: 1. Understand users and their needs

Develop a deep understanding of users and the problem you’re trying to solve for them. Focusing on the user and the problem — rather than a particular solution — often means that you learn unexpected things about their needs.

Section: 1. Understand users and their needs

Read this in Service Standard: 1. Understand users and their needs (opens in new tab)

Secondary (normative) Service Manual: Using artificial intelligence (AI) in services

More established technologies might solve the problem better than AI. Only use AI where there is clear evidence of a user need.

Section: Deciding whether to use AI

Read this in Service Manual: Using artificial intelligence (AI) in services (opens in new tab)

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