Generative AI: In the rapidly evolving landscape of upskilling, companies with vast workforces face significant challenges, particularly when training employees on generative artificial intelligence (AI). This task is especially daunting given the novelty of the technology. However, many organizations are embracing the challenge, recognizing the importance of AI for both operational efficiency and long-term employee success. According to Microsoft’s 2024 Work Trend Index, 66% of leaders would hesitate to hire new employees without AI skills, underscoring the urgency of this training.
As organizations embark on this widespread AI training, they are learning valuable lessons along the way.
Take Synechron, a global IT services and consulting company, as an example. With a workforce of approximately 13,500 employees, most are now AI-enabled, thanks to a well-planned training initiative. Given the regulated environments in which many clients operate, Synechron developed nine secure internal solutions, including a ChatGPT-like application called Nexus Chat. Among employees not working at restricted client sites, 84% actively use Nexus Chat.
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Synechron’s Chief Technology Officer David Sewell explains that access to these tools was the first step in their training process. The company began with an online course focused on beginner-level prompt engineering, teaching employees how to interact with AI effectively. Additionally, Synechron produced videos demonstrating potential use cases for non-technical roles, such as those in human resources or legal departments, and included questionnaires to accelerate proficiency.
During a trial period, a select group of technologists and general employees were granted early access to these tools, including Unifai, an AI-powered human resources bot designed to handle sensitive HR policies and company data. Today, 74% of employees are using Unifai.
On the technical side, Sewell reports a 39% increase in productivity within the software development lifecycle. Although the impact on non-technical roles is harder to quantify, Synechron’s Chief Marketing Officer, Antonia Maneta, shares, “After just a few months, I can’t imagine running my business without AI. It’s transformed our productivity, allowing us to focus on the most critical tasks.”
Amala Duggirala, Chief Information Officer at financial services company USAA, is developing an AI training program for 37,000 employees. Her strategy centers on three key steps. First, governance and risk management are prioritized. Next, senior leaders undergo training on solutions that have passed governance analysis, with sessions led by industry experts. Finally, different teams receive tailored educational courses based on their roles, whether they are involved in creating technology, safeguarding the organization from risks, or simply using AI tools.
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Hackathons are another effective tool for hands-on AI experience. USAA’s recent hackathon saw record participation from technical and non-technical teams, reflecting widespread enthusiasm. The event generated 55 new use case ideas, which are now being tested in a controlled environment. “The level of interest across the organization was astounding,” Duggirala notes.
Similarly, Synechron hosted a hackathon but received feedback that some participants didn’t feel fully prepared. In response, the company developed additional training materials, giving employees more time to familiarize themselves with the technology before expecting measurable results.
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Different companies, however, approach AI training in ways that best suit their specific needs. Terry O’Daniel, Head of Security at digital analytics platform Amplitude, emphasizes the importance of clear guidelines and practical solutions over comprehensive training. With experience at companies like Instacart, Netflix, and Salesforce, O’Daniel focuses on data privacy, security, intellectual property, and output verification, ensuring employees are informed about using AI responsibly.
At Amplitude, which has over 700 employees, O’Daniel’s team encourages employees to seek approval before implementing new AI solutions, using the company’s corporate subscription to the OpenAI API feed rather than public platforms that could compromise data security.
For larger companies like USAA and Synechron, more structured approaches are necessary. Synechron’s Head of AI, Ryan Cox, travels to global offices, identifying enthusiastic employees who can advocate for AI training within their local teams. This structured evangelization is key to ensuring responsible AI usage across the organization.
Ultimately, while the approach to AI training varies, the common thread is the necessity of responsible AI usage. As Duggirala of USAA aptly says, “We will fall behind if we don’t embrace AI, but we will fall even further behind if we don’t approach it responsibly.”
