What is AI and why does it matter?

What you need to know about AI

AI is increasingly becoming part of the tools we use at work.

1. What is AI?

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

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:

2. How can we use AI at work?

There are many ways to use AI at work. Instead of starting with the tool, it can be helpful to think about these use cases in four common categories:

Let's see how these look like in practice, with tools you have access to.

[Writing] is often an easy place to start with AI. With tools like Pair, you can quickly create a first draft of everyday workplace content, such as emails, submissions, reports and presentation outlines, then focus your time on reviewing, refining and adding your expertise.

[Knowledge Retrieval] Finding information at work can mean searching across emails, documents and conversations. Tools like ChatGPT Enterprise can use connectors to access your connected workplace apps, allowing you to ask questions in natural language and bring relevant information together in one response.

[Research] AI can help you make sense of large amounts of information. With tools like Desk, you can create customised AI assistants that draw on your own documents to bring together relevant information, compare perspectives and identify common themes.

[Meetings] AI can make it easier to capture what happens in a meeting. Tools like Transcribe can convert conversations into text, which AI can then help summarise into key discussion points, decisions and action items.

3. Using AI responsibly

AI can help you work faster. It can also create new risks. Using it responsibly means understanding both its strengths and its limitations.

• AI can sound confident even when it's wrong.

• AI does not take responsibility for its outputs.

• Not all AI tools are safe for sensitive information.

That's why responsible AI use matters. A simple way to remember the key principles is the S.A.F.E. framework.

S — Safeguard sensitive information 

Before using any AI tool, ask yourself: What information am I about to share? 

Not all AI tools have the same security controls. Some tools are designed to handle sensitive organisational information, others are not.

A — Assess and stay accountable 

AI can help produce outputs. It cannot take responsibility for them. You remain accountable for: 

• Accuracy 

• Fairness 

• Appropriateness 

• Compliance 

Here are some Dos and Don'ts when using AI in your work:

F — Follow public service values 

Technology does not change our values. The same values that guide our work should guide our use of AI. This includes acting with: 

• Integrity 

• Service 

• Excellence 

E — Educate yourself and engage support 

AI is evolving rapidly. New tools, capabilities and guidance emerge regularly. 

Responsible use requires continuous learning. This does not mean becoming an AI expert. It means staying informed enough to use these tools appropriately. Examples include: 

Putting it all together