AI can’t fix a business system with broken processes

TL;DR

88% of organizations use AI but only 7% have scaled it (McKinsey). Dessy Pavlova argues the gap exists because companies apply AI to fragmented operations rather than redesigning the process first. She builds systems where a single human decision triggers cascading updates across websites, scheduling, and finance, with stopgates for human oversight. NBER research found AI boosted support-agent productivity 14% on average, but the technology helped people perform work, not eliminate the need to understand it.

I have come…