Is AI solving the wrong problem?

In this episode of The Kent Business Show, host Rachael Bryant speaks with Nick Ellis to explore how small and medium-sized enterprises (SMEs) can move beyond the hype surrounding AI to achieve genuine operational efficiency.

The reality of modern operations

Many businesses are currently held back by what Nick describes as “swivel chair working” – a cycle of manual data entry and switching between disconnected systems like CRMs, finance platforms, and spreadsheets. Nick argues that before jumping into advanced AI, businesses must first audit and refine their core processes to ensure they have a solid foundation.

Automation vs. Artificial Intelligence

• Automation: Best used for repetitive, deterministic tasks that require no decision-making, such as moving data between software or processing standardised documents.
• AI: Better suited to complex tasks requiring judgement, language-based output, and creativity.

Building for growth and accountability

Nick emphasises that businesses should build scalable systems early to avoid the inevitable “break point” that occurs as a team grows. He warns against outsourcing accountability to technology. Whether using automation or AI, the human leader remains responsible for the ethics, accuracy, and legal compliance of their company’s output.

Key takeaways for business leaders:

• Don’t use AI just because it’s fashionable: Focus on where it adds tangible value.
• Keep people at the centre: Trust and customer relationships should not be fully surrendered to machines in client-facing roles.
• Seek visibility: Integrating systems allows leaders to see the state of their business in real time, enabling better forecasting and faster decision-making.

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