Mike Allton
Host of the AI Hat PodcastBeyond the AI Hype | Practical Strategies for Business Leaders to Leverage AI Effectively
We've all encountered those chatbots that seem determined to drive us up the wall, so it's crucial to understand how to get this right
As generative AI continues to dominate boardroom conversations, many leaders are asking the same question: What does meaningful AI adoption really look like?
To dig into this, we connected with Mike Allton—AI educator, strategist, and founder of The AI Hat. Through his podcast and workshops, Mike helps businesses navigate the fast-moving AI space with a practical, people-first approach.
Our chat with Mike centered around a key theme: Moving beyond the buzz to adopt AI in a way that aligns with human values, real business needs, and evolving customer expectations.
From his signature H.U.M.A.N. Framework to his thoughts on proactive AI and competitive differentiation, Mike’s insights offer business leaders a clear, strategic lens on leveraging AI without losing the human touch.
Let’s dive into the conversation.
Q & A
In your podcast, you've often discussed that business leaders struggle with understanding Al's real capabilities versus the hype. What frameworks or mental models do you suggest for executives who want to move past the Al buzzwords and identify real, practical applications for their business?
Mike’s Answer:
You’re spot on. In the podcast, I frequently address the confusion surrounding AI. It’s easy for business leaders to get lost in the sea of hype and miss the real, transformative potential.
To help them navigate this, I’ve developed the H.U.M.A.N. Framework, which offers a clear lens for evaluating AI’s practical applications.
Here’s how it breaks down:
- Harmonize: Align AI solutions with your core values and company culture. This ensures AI implementation complements your existing ethos.
- Understand: Educate your team on AI capabilities and limitations, empowering them to work effectively with these new tools.
- Map: Develop a strategic AI roadmap that outlines specific use cases and goals for your business.
- Adapt: Implement AI solutions iteratively, continuously refining your approach based on feedback and results.
- Nurture: Foster a culture of continuous learning and growth, ensuring your team stays ahead of the curve in this rapidly evolving field.
By applying the H.U.M.A.N. Framework, business leaders can cut through the noise and focus on AI’s practical applications. This is precisely what we aim to do at The AI Hat, providing businesses in St. Louis and beyond with the tools and knowledge to adopt AI strategically and achieve tangible growth.
SearchUnify Lens
At SearchUnify, we resonate deeply with Mike’s H.U.M.A.N. Framework. Whether it’s harmonizing with support team values or mapping clear AI goals, our Agentic AI solutions are built for real-world outcomes. It’s not about flashy AI—it’s about smarter support, starting with strategic alignment.
Many organizations hesitate to adopt Al due to concerns around ROI, complexity, and cultural resistance. Based on your conversations with Al experts and business leaders, what strategies have proven most effective in overcoming these barriers and driving Al adoption at scale?
Mike’s Answer:
You’ve hit on a key challenge. I hear these concerns all the time from business leaders. It’s not uncommon for organizations to pump the brakes on AI adoption because they’re worried about the return on investment, the complexity of implementation, and the potential pushback from their teams.
However, I’ve seen some very effective strategies that can help organizations overcome these obstacles and successfully integrate AI:
- Start with Quick Wins: Demonstrate the value of AI by focusing on use cases that deliver rapid, measurable ROI. For instance, AI-powered chatbots can automate customer support, reducing response times and improving customer satisfaction. This builds momentum and generates buy-in for more ambitious projects.
- Prioritize User-Friendly Solutions: Choose AI tools that are intuitive and easy for employees to use. This minimizes the learning curve and reduces resistance to adoption.
- Invest in Training and Education: Provide comprehensive training and support to help employees understand and use AI effectively. This addresses concerns about complexity and empowers employees to embrace AI as a valuable tool. This is a core part of what we offer at The AI Hat with our AI Workshops.
- Foster a Culture of Collaboration: Encourage open communication and collaboration between IT, business leaders, and employees. This ensures that AI initiatives are aligned with business needs and that everyone feels involved in the process.
- Emphasize the Human Element: Highlight how AI can augment human capabilities rather than replace them. This helps to alleviate fears about job displacement and fosters a more positive attitude toward AI adoption. We bake this into our H.U.M.A.N. Framework.
By implementing these strategies, organizations can create a smoother path to AI adoption, maximizing its benefits while minimizing the associated challenges.
SearchUnify Lens
We’ve seen quick wins—like reducing handle time or deflecting repetitive queries—serve as powerful catalysts for deeper AI adoption. Our Agent Helper, for instance, offers immediate ROI by streamlining agent workflows while boosting satisfaction. Pair that with training and transparency, and adoption becomes an opportunity, not an obstacle.
Businesses are increasingly using Al-powered chatbots and virtual assistants to enhance customer support. In your experience, what distinguishes an Al-powered customer experience that genuinely improves customer satisfaction from one that frustrates users?
Mike’s Answer:
It’s an important question, especially as AI becomes more prevalent in customer service. We’ve all encountered those chatbots that seem determined to drive us up the wall, so it’s crucial to understand how to get this right. In my experience, the key lies in a human-centered approach. That’s the first principle of our H.U.M.A.N. Framework: to Harmonize AI with human values. The most effective AI-driven support systems feel like a natural extension of your customer service team, not a replacement for it. There should always be a smooth and easy way for customers to transition to a human agent when needed; nothing is more frustrating than being trapped in an endless chatbot loop. AI also offers incredible opportunities for personalization. By analyzing customer data, AI can tailor support interactions based on past history, preferences, and even real-time sentiment. Going a step further, the best AI systems can even anticipate customer needs, offering proactive assistance before a customer even has to ask for help. Finally, continuous improvement is essential. AI systems must learn and evolve from every interaction, constantly optimizing their performance to meet and exceed customer expectations.
SearchUnify Lens
We couldn’t agree more. With SUVA—our virtual assistant—human-centric design is a priority. From sentiment-aware interactions to intelligent handoffs, we’ve built it to act as a true extension of the support team, never a frustrating gatekeeper. Because great CX starts with empathy, even when it’s AI behind the scenes.
SearchUnify leverages Agentic Al to help enterprises in the customer service industry move beyond reactive solutions and anticipate customer needs. In your view, how is Al evolving to shift from simply responding to customer queries to proactively enhancing the overall customer experience?
Mike’s Answer:
It’s an exciting shift, and Agentic AI is a great example of this evolution. For a long time, AI in customer service was primarily reactive: chatbots answering FAQs, routing tickets, that sort of thing. Now, we’re seeing AI systems that are proactive, anticipating customer needs and taking action to improve their experience.
This evolution is happening in a few key ways:
Predictive Analytics: AI algorithms can analyze customer data to predict potential issues or needs. For example, if a customer has a history of technical difficulties with a product, the AI might proactively offer troubleshooting tips or support.
Personalized Recommendations: AI can analyze customer preferences and behavior to provide personalized recommendations for products or services. This enhances the customer experience by making it more relevant and engaging.
Automated Solutions: AI can automate tasks that proactively address customer needs. For instance, an AI system might automatically adjust settings or configurations to optimize performance or prevent errors.
This proactive approach not only solves problems more efficiently but also creates a more positive and satisfying customer journey. It aligns perfectly with the H.U.M.A.N. Framework, particularly the “Adapt” and “Nurture” principles, as it requires continuous learning and adaptation to customer needs.
SearchUnify Lens
Agentic AI isn’t just a buzzword—it’s a shift in how support operates. Our systems leverage predictive analytics and intent recognition to address issues before they escalate. From proactive nudges to auto-surfacing relevant knowledge, we’re reimagining support as a forward-looking function.
Some experts predict that businesses not built around Al will struggle to remain competitive in the next decade. Do you agree with this assessment, and if so, what steps should companies take today to ensure they remain relevant in an Al-driven future?
Mike’s Answer:
I agree that AI is rapidly transforming business. Companies that fail to adapt risk falling behind. AI drives efficiency, enhances decision-making, personalizes customer experiences, and fosters innovation. To stay relevant, companies should:
- Start with targeted AI applications: Our AI Work Buddy is an excellent entry point, demonstrating how personalized AI assistants can boost productivity.
- Invest in AI talent and training: Upskilling employees is crucial, aligning with our H.U.M.A.N. Framework’s emphasis on understanding and nurturing talent.
- Cultivate an innovative mindset: Embrace change and explore AI’s potential to create new opportunities.
AI is a fundamental shift. Proactive adaptation is essential for future success.
SearchUnify Lens
We’re with Mike—AI isn’t optional, it’s essential. But adopting it doesn’t mean flipping a switch overnight. Whether it’s Knowbler turning conversations into knowledge assets or our AI Work Buddy enhancing agent productivity, we focus on scalable, modular solutions that grow with your team and your vision.
Looking Ahead: Strategy, Not Hype
Our conversation with Mike Allton reminds us that AI isn’t a magic bullet—it’s a strategic tool. And like any tool, its value lies in how it’s used. Business leaders who adopt frameworks like H.U.M.A.N., prioritize user trust, and start small with scalable wins are the ones who will lead the AI-powered future—not chase it. At SearchUnify, that’s our north star: Build AI that works for people, not the other way around. Whether you're starting your journey or scaling AI across the enterprise, we’d love to help chart your course. Big thanks to Mike for joining the conversation. Curious about how this could work in your world? Let’s talk.
