Implementing an AI platform like Unless requires thoughtful planning and the right people at each stage. Here’s how to structure your team for a successful project, from initial setup to ongoing management.
Initial phase: Laying the foundation
Support from an executive sponsor
Make sure to have the back-up of a senior leader who champions the project, secures resources, and ensures alignment with business goals. Their support is essential for overcoming organizational hurdles and driving momentum.
Assign a project manager
The project requires a single spokesperson. They oversee planning, timelines, and communication. This person coordinates between stakeholders, manages the project plan, and ensures milestones are met. Usually, it’s just a few hours a week of effort.
Arrange for IT support (maybe)
In most cases, a dedicated IT person isn’t required. Instead, and only if needed, an IT specialist may provide part-time support for initial integrations, user provisioning, and ensuring data security during setup.
AI training phase: Building intelligence
In the pilot phase, the AI needs to be set up. This requires mostly content expertise, usually combined in one person, or maybe two. Quite often, the project manager is the same person.
Knowledge base editor or subject matter expert
Responsible for curating, updating, and improving the knowledge base that the AI will use. This role ensures the content is accurate, comprehensive, and tailored to your organization’s needs.
AI optimizer
Works closely with the knowledge base editor to test, refine, and optimize the AI’s performance. This may involve prompt engineering, reviewing AI responses, and making iterative improvements to ensure the assistant delivers relevant and compliant answers.
Ongoing management: Sustaining value
AI manager (again, single role possible)
Once the system is live, ongoing management can often be handled by a single AI manager. This person monitors performance, updates the knowledge base as needed, and addresses any issues or new requirements. They act as the point of contact for feedback, continuous improvement, and liaising with Unless support if needed.
Summary table: Roles by project phase
| Initial phase | Executive sponsor, project manager, IT support |
|---|---|
| AI training phase | Knowledge base editor, AI optimizer |
| Ongoing management | AI manager |
Conclusion
By structuring your team according to the project’s lifecycle—starting with leadership and project management, moving through content and AI optimization, and finally consolidating into streamlined ongoing management—you’ll set your organization up for a smooth and effective AI implementation with Unless. This phased approach ensures you have the right expertise at each stage, while keeping long-term operations efficient and sustainable.
