AI in the Workplace: Unlocking Value While Managing Risk

Artificial Intelligence (AI) is rapidly becoming a cornerstone of modern business. From streamlining administrative tasks to driving innovation in customer engagement, its potential is hard to overstate. According to McKinsey’s State of AI 2024 report, nearly 72% of organisations have adopted at least one AI capability in their operations, and executives expect AI to account for up to 20% of earnings before interest and taxes (EBIT) in the next five years.

The excitement is real—but so are the concerns. Executives, employees, and policymakers alike are asking tough questions:

• Can we rely on AI to make fair and accurate decisions?

• What happens when an AI-driven process gets it wrong?

• How do we balance innovation with compliance, transparency, and public trust?

At Claraity, we believe the key lies not in handing the reins entirely to AI but in plug-in, embedded AI applications that work within established systems of record. This approach lets organisations reap the benefits of AI while mitigating many of the risks.

The Double-Edged Sword of AI in Business

AI holds enormous promise:

• Efficiency gains – Automating repetitive tasks reduces cost and frees staff for higher-value work. For example, Deloitte estimates AI could save up to 30% of employee time in administrative-heavy industries like government services.

• Smarter decision-making – AI models can analyse vast datasets quickly, surfacing patterns that humans would miss. In healthcare, for instance, AI-assisted diagnostic tools are already reducing error rates by as much as 15–20%.

• Improved citizen and customer experience – In the public sector, AI-enabled case triage can ensure requests are routed faster and more accurately, reducing frustration and bottlenecks.

But the risks are just as significant:

• Bias and fairness – AI systems trained on biased data can perpetuate discrimination. A 2019 MIT study highlighted racial bias in facial recognition models, sparking widespread calls for governance.

• Compliance and accountability – If an AI process makes the wrong decision—say, denying a benefit claim—who is accountable? Without clear audit trails, organisations face reputational and legal risks.

• Overreliance – Treating AI as infallible can lead to catastrophic errors, especially when humans disengage from critical oversight.

As PwC notes in its Responsible AI Framework, the biggest challenge is not whether AI can deliver results but whether it can do so in a way that is trustworthy, explainable, and aligned with organisational values.

Why Plug-In AI Applications Make Sense

Rather than replacing entire workflows with black-box automation, Claraity’s philosophy is to build plug-in AI applications that slot into trusted enterprise platforms. Here’s why that matters:

1. Augmentation, not replacement.

   Plug-in apps are designed to support—not supplant—human decision-making. For instance, a triage tool might recommend the best team to handle a citizen’s housing request, but the final allocation remains under human control.

2. Embedded in secure platforms.

   By building on systems like Salesforce, Microsoft 365 and Oracle, plug-in apps inherit robust security, compliance, and governance frameworks. This ensures AI operates within the same guardrails as existing business processes.

3. Targeted value delivery.

   Instead of attempting to “do everything,” plug-in AI focuses on specific high-friction pain points—case routing, document analysis, risk scoring—where the ROI is tangible and measurable

4. Transparency and auditability

   Plug-in AI makes its reasoning visible, allowing every recommendation or action to be explained and traced. This creates the accountability regulators and leaders demand.

This approach aligns with Gartner’s 2025 prediction that by 2026, 80% of enterprises will have shifted from large-scale AI platforms to more modular, plug-in AI solutions embedded in core systems.

Real-World Examples

We are already seeing the impact of plug-in AI across industries:

• Public Sector Case Management: Local councils piloting AI-powered routing tools have reduced processing times for citizen requests by up to 40%, while maintaining full human oversight.

• Financial Services: Banks using embedded AI for fraud detection report fewer false positives and faster resolution, thanks to models that plug into existing compliance workflows.

• Healthcare: Plug-in natural language processing (NLP) apps help clinicians extract key details from patient notes, saving hours of manual review while staying inside the electronic health record (EHR) system.

These examples illustrate the sweet spot: AI delivering efficiency and accuracy gains without replacing accountability.

The Claraity Perspective

Claraity was founded on a simple belief: AI is too important to be left ungoverned. Organisations need a way to innovate responsibly, without exposing themselves to unnecessary risk.

Our approach is to design and deliver AI plug-in apps for the Public Sector that:

• Improve speed and accuracy of case handling

• Reduce backlogs and operational costs

• Enhance the citizen and customer experience

• Provide audit trails and compliance-by-design

For example, our Citizen Triage and Router app uses NLP to understand incoming requests—whether it’s a Freedom of Information enquiry or a housing repair issue—and recommend the right workflow. This reduces bottlenecks and errors, while staff retain full oversight and control.

Looking Ahead: AI with Guardrails

The debate over AI in the workplace often swings between two extremes: unchecked adoption or fearful paralysis. At Claraity, we see a third path. By embedding plug-in AI into the systems organisations already trust, we can achieve the best of both worlds: innovation and governance, efficiency and accountability.

As regulators tighten rules on AI use in Europe, the US, and beyond, organisations that adopt this balanced approach will be better placed to scale AI safely. Those that rush headlong into black-box automation may find themselves facing compliance fines, reputational damage, or worse.

Conclusion

AI in the workplace is inevitable. The question is not whether organisations will adopt it but how. Plug-in AI applications represent a practical, safe, and effective way forward.

They allow businesses to:

• Capture the benefits of automation and insight

• Keep humans in control of critical decisions

• Maintain compliance and public trust

• Scale AI adoption responsibly

At Claraity, our mission is to help organisations harness AI in ways that are safe, accountable, and enterprise-ready. We believe plug-in AI will be the defining model for AI adoption over the next decade—and we’re excited to lead the way.