JOE RIESBERG: “The More You Question Generative AI, the Better Its Answers Will Be”

Joe Riesberg is a senior vice president and the chief information officer at Iowa-based EMC Insurance, one of the organizations that participated in the research. He recently spoke with HBR about the experiment and what he learned about best practices for using generative AI. Edited excerpts of the conversation follow. HBR: Why did you join the experiment? RIESBERG: When ChatGPT came out, in November 2022, it was clear that the technology would have huge implications for our business. We immediately began studying it, and by early 2023 we had pinpointed five projects and use cases in which we thought it could improve our performance. So when the research team approached us, we saw it as an opportunity to solve a real business challenge. What was the challenge? Our agents’ relationships with customers are crucial,…

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Harvard Business Review Special Issues (Digital) - 1 Issue, Fall 2024

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