AI for People: A Human – Centered Approach for SME Growth
Instructor
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Sanjay NadkarniDirector of Innovation & ResearchDr. Sanjay Nadkarni is a recognized expert in the intersection space of open innovation frameworks and human-centered AI, with a specific focus on the services sector. His portfolio includes academic and applied research, advisory work, and consultancy for corporate, government, and multilateral organizations.
A passionate advocate for democratizing access to technology, he champions educational and social entrepreneurship initiatives that empower small and microbusinesses. Sanjay is currently a professor of innovation at the Plekhanov University in Dubai and heads up innovation and research at Vienna based Thinkers Garden. He is also a co-founder of Hoick, a sentiment mining deep-tech startup. He has been a consultant and facilitator at Digipro since 2015.
Instructor
-
Sanjay NadkarniDirector of Innovation & Research
Dr. Sanjay Nadkarni is a recognized expert in the intersection space of open innovation frameworks and human-centered AI, with a specific focus on the services sector. His portfolio includes academic and applied research, advisory work, and consultancy for corporate, government, and multilateral organizations.
A passionate advocate for democratizing access to technology, he champions educational and social entrepreneurship initiatives that empower small and microbusinesses. Sanjay is currently a professor of innovation at the Plekhanov University in Dubai and heads up innovation and research at Vienna based Thinkers Garden. He is also a co-founder of Hoick, a sentiment mining deep-tech startup. He has been a consultant and facilitator at Digipro since 2015.
Hourly Schedule
Day 1
- 07:45 – 09:45
- Understanding Generative AI
- • Overview of HCAI concepts: This session introduces the core principles of HCAI, focusing on AI as a tool to augment—not replace—human skills. Participants will learn how HCAI prioritizes user experience, fairness, and transparency. • Key technologies for SMEs: An accessible overview of relevant technologies, such as natural language processing (NLP) for chatbots, and machine learning for personalization, without overwhelming technical jargon. • Use cases of AI applications in SMEs: This section highlights real-world examples of how SMEs leverage AI for marketing campaign optimization, intelligent customer support, and streamlined inventory management.
- 09:45 – 10:00
- Coffee Break
- 10:00 – 12:30
- Practical Applications of HCAI
- • Enhancing Customer Experience with AI: Learn how AI can personalize marketing messages, provide 24/7 customer support via smart chatbots, and gather actionable insights from customer feedback. • Automating and Augmenting Internal Processes: Discover AI tools that can automate repetitive administrative tasks, help summarize reports, and assist employees in making better, data-informed decisions. • AI-driven Marketing and Sales: Explore how AI can analyze customer data to identify new market segments, predict purchasing behavior, and personalize sales outreach at scale. • Demonstration of popular AI tools for SMEs: A hands-on demonstration of user-friendly AI platforms (e.g., CRM with AI features, social media management tools, no-code chatbot builders).
- 12:30 – 13:30
- Lunch Break
- 13:30 – 14:30
- Case Study 1: Empowering a Distributed Workforce with AI
- • Summary: This case study examines how Perfectly Posh, a direct sales company, used an AI-powered chatbot to support its network of independent consultants. The bot provided instant answers to product questions, sales training, and administrative support, empowering consultants to be more effective and confident. It demonstrates a human-centered approach by using AI to augment the capabilities of its workforce, leading to increased engagement and sales without replacing the human element crucial to their business model. • Source: https://www.drift.com/blog/perfectly-posh-case-study/ • Group Project 1: Participants will identify and discuss specific use cases for HCAI in their own businesses. This collaborative brainstorming will help them explore potential benefits and challenges related to AI integration in their specific industry context (e.g., tourism, retail, professional services).
- 14:30 – 14:45
- Coffee Break
- 14:45 – 16:15
- Ethical and Trustworthy AI
- • Exploring the ethical implications of AI for SMEs: This session addresses key ethical dilemmas, focusing on data privacy (GDPR), transparency in decision-making, and accountability when AI systems make mistakes. • Addressing issues of bias and fairness: Learn how biases in data can lead to unfair outcomes for customers or employees and discuss strategies to identify and mitigate them. • Best practices for responsible AI use: This segment outlines practical steps for SMEs to implement AI responsibly, emphasizing the importance of human oversight and clear communication with stakeholders. • Case Study 2: The High Cost of Algorithmic Bias in Hiring • Summary: This analysis investigates Amazon's attempt to build an AI recruiting tool. The system taught itself that male candidates were preferable because it was trained on a decade's worth of resumes, which were predominantly from men. The tool penalized resumes containing the word "women's" and downgraded graduates of two all-women's colleges. This case serves as a powerful cautionary tale on the critical importance of auditing AI systems for bias, highlighting how even well-intentioned AI can perpetuate and amplify historical inequalities if not designed and monitored with a human-centered, ethical framework. • Source: https://www.reuters.com/article/us-amazon-com-jobs-automation-insight-idUSKCN1MK08G • Group Project 2: Activity: AI Bias Audit Simulation. • Objective: Participants will be given a sample business scenario (e.g., an AI tool for screening loan applications) and asked to brainstorm potential sources of bias, who might be negatively affected, and how they could design a fairer, more transparent process with human oversight. • Tools: Collaborative whiteboarding tools.
Day 2
- 07:45 – 09:45
- Integrating AI into SME Workflows
- • Strategies for implementing AI tools on a budget: This session provides a practical, step-by-step guide for SMEs to pilot and scale AI solutions, starting with low-cost, high-impact projects. • Change management and fostering an AI-ready culture: Explore techniques to get employee buy-in and address fears of replacement. Focus on framing AI as a collaborative tool that enhances jobs. • Measuring the ROI of Human-Centered AI: This section focuses on defining and tracking key metrics, such as improvements in customer satisfaction scores (CSAT), employee engagement, time saved, and conversion rates.
- 09:45 – 10:00
- Coffee Break
- 10:00 – 12:30
- Advanced Applications and Future Trends
- • Exploring advanced HCAI applications: Hyper-personalization in e-commerce, proactive customer service, and using AI to co-create marketing content. • Future trends in AI for SMEs: A look ahead at emerging trends like the rise of no-code AI platforms, ethical AI as a brand differentiator, and the growing importance of generative AI in content creation. • Panel discussion with local business leaders/AI adopters: A panel of Cypriot business owners or managers who have successfully integrated AI will share their experiences, challenges, and advice.
- 12:30 – 13:30
- Lunch Break
- 13:30 – 14:30
- Action Plan Development
- • Guided session to create a personalized AI action plan: Participants will develop a customized roadmap for integrating a specific HCAI solution into their business. • Identifying key steps for AI integration: Participants will outline concrete steps for their action plan, including tool selection, data preparation, employee training, and success measurement. • Sharing plans and feedback among peers: This collaborative session allows participants to share their plans, receive feedback, and learn from the strategies of others in a supportive environment. • Group Project 3: Activity: Crafting an AI-Powered Customer Journey Map. Objective: Leverage HCAI principles to map out a customer journey for their business, identifying key touchpoints where AI can create a more personalized, efficient, and delightful experience, and where a human touch remains essential. Tools: ChatGPT, Gemini, diagramming tools.
- 14:30 – 14:45
- Coffee Break
- 14:45 – 16:15
- AI in Client Engagement & Regulatory Insights
- • Utilizing AI for personalized client communication: This session explores how AI can help draft personalized emails, segment customers for targeted campaigns, and ensure consistent brand voice. • Implementing AI-driven tools for understanding client feedback: Discover AI-powered solutions for sentiment analysis from reviews and surveys to better understand client needs and pain points. • Case Study 3: The EU AI Act and its Implications for SMEs • Summary: This case study examines Europe's landmark AI Act, a regulatory framework designed to ensure AI systems are safe and respect fundamental rights. For SMEs in Cyprus, understanding this regulation is crucial. It creates a risk-based approach, meaning compliance obligations will vary depending on the application's potential for harm. The Act presents an opportunity for SMEs to build trust and a competitive advantage by adopting transparent and ethical AI practices from the outset, aligning their innovation with the world's leading standard for trustworthy AI. • Source: https://digital-strategy.ec.europa.eu/en/policies/regulatory-framework-ai