1. What is AI and why does it matter?

6 July 2026

Learn what AI is, what it can do, and its limitations.

Person working on a laptop, with AI-related icons and the text "What is AI & Why it Matters?" illustrating an introduction to artificial intelligence concepts and applications.

Artificial intelligence has existed for decades. You've probably been using it for years without thinking about it.

Spam filters sort your inbox,Google Maps finds you a faster route, Netflix decides what to recommend next.

So why does AI suddenly feel like such a big deal?

Previous workplace technologies helped us manage information. AI doesn't just manage information — it generates, analyses, and synthesises it.

Comparison graphic showing the shift from previous technologies to modern AI. The left column, titled “Previous Technologies,” highlights three traditional functions: finding information, storing information, and sharing information, illustrated with icons of a folder and magnifying glass, a cloud database, and a network of connected people. The right column, titled “Modern AI,” shows three advanced capabilities: generating content, analysing information, and synthesising ideas. These are illustrated with icons of gears and a lightbulb, a brain with charts and analytics, and a funnel combining multiple inputs into a single insight. A vertical divider separates the two columns, emphasizing the progression from information management to knowledge creation and insight generation.

Now, anyone can use a powerful AI system simply by chatting with it.

What is AI?

At its simplest, AI refers to computer systems that perform tasks that normally require human intelligence.

understanding language, spotting patterns, making recommendations

You already use it every day. Your phone predicts your next word. Search engines rank results by relevance. Banks flag unusual transactions automatically.

AI isn't one technology. It's a family of approaches, each more capable than the last.

Infographic showing the evolution of AI technologies across four stages: Rule-based systems, Machine Learning, Deep Learning, and Generative AI. Rule-based systems follow fixed instructions using predefined rules. Machine Learning learns from data over time. Deep Learning uses multi-layer neural networks to model complex patterns in large datasets. Generative AI creates new content such as text, images, audio, and code from user prompts. Arrows between each stage indicate progression in AI capabilities.

What is Generative AI?

Generative AI is a type of AI that creates new content - text, images, audio, code, summaries. Popular examples include ChatGPT, Claude, and Gemini.

The process works in three steps:

When you type a prompt, it predicts the most likely next words based on patterns learned from vast amounts of data.

What is AI good at?

AI tends to perform well when tasks involve large amounts of information, recurring patterns, or first-draft creation.

Infographic comparing what AI is good at and what AI is not good at. The left panel, titled “What AI Is Good At,” lists four strengths: summarising information, spotting patterns in data, drafting content, and explaining concepts. Each strength is illustrated with simple icons such as documents, magnifying glasses, a draft document, and a flowchart. The right panel, titled “What AI Is Not Good At,” highlights three limitations: accuracy, context, and taking responsibility. It notes that AI can generate plausible but false information (hallucinations), may not understand an organisation’s norms or context, and can only make recommendations rather than take responsibility for decisions. Supporting illustrations include a robot holding a sign marked “False,” a workflow diagram representing context, and a person reviewing an AI recommendation.

3 ways to think about AI at work

Instead of asking "What can AI do?", it's more useful to ask what role you want AI to play.

Common misconceptions

Busting the myths around AI:

What does it mean for me?

AI is becoming part of everyday work. By taking on repetitive tasks and speeding up information processing, it helps officers focus on higher-value work where human judgement and empathy matter most.

Key takeaways

AI performs tasks that normally require human intelligence.
Generative AI creates new content from prompts. It works by learning patterns from large amounts of data.
AI is useful for summarising, analysing, and drafting.
AI can be wrong. Human judgement remains essential.

The workforce impact is already here - officers who build AI fluency now will be better placed for what comes next.

[Additional Resource] Watch this 5-min video on "What is GenAI"

Thumbnail for Video on 'What is Generative AI'

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