AI adoption is not about technology. It’s about people.
The biggest challenge is not whether AI can enhance customer service, compliance, or operational efficiency. The real challenge is how your teams will react to AI and how you can guide them through this transition.
Every KiwiSaver provider has employees who fall into one of five AI worker types. Some will lead the charge, some will cautiously adapt, and some will resist. Understanding these categories is critical for rolling out AI effectively, ensuring it adds value to customers and the business.
The five AI worker types in KiwiSaver providers
1. AI Resistors: "Why fix what isn’t broken?"
AI Resistors are sceptical or outright resistant to AI adoption. They may fear AI will replace their jobs, introduce unnecessary complexity, or reduce human oversight in critical financial decisions.
How to work with them:
- Address concerns openly – explain that AI is designed to enhance, not replace, human expertise
- Start with low-risk AI applications that show tangible benefits (e.g., AI automating repetitive customer queries).
- Emphasise how AI can reduce compliance risks, making their work easier, not harder.
2. AI Novices: "I see the potential but need guidance."
AI Novices recognise that AI is coming but don’t know where to start. They are open to learning but need structured training and clear use cases before fully embracing it.
How to work with them:
- Provide hands-on training with AI tools they’ll use in their roles.
- Show examples of how AI improves customer experience, efficiency, and decision-making.
- Pair them with AI Enthusiasts to build confidence in AI adoption.
3. AI Pragmatists: "I’ll use AI if it makes sense."
AI Pragmatists are rational and practical about AI adoption. They don’t get caught up in AI hype but are willing to use AI if it improves efficiency or decision-making.
How to work with them:
- Give them measurable AI results (e.g., “AI reduced call handling time by 30%”).
- Let them identify AI use cases within their teams and functions.
- Use their feedback to fine-tune AI implementation, ensuring AI solves real business problems, not just ticking a technology box.
4. AI Enthusiasts: "This is the future. Let’s experiment!"
AI Enthusiasts embrace AI quickly and actively look for ways to integrate it into their workflows. They are the first to try new AI tools and are comfortable experimenting.
How to work with them:
- Position them as AI champions who drive adoption within their teams.
- Allow them to experiment with AI in controlled environments before scaling successful implementations.
- Ensure they balance enthusiasm with compliance. Just because an AI tool exists doesn’t mean it meets regulatory and security standards.
5. AI Builders: "Let’s create our own AI tools."
AI Builders are technical specialists who develop, refine, and implement AI solutions. They are the backbone of AI innovation, ensuring AI is not just a theoretical tool but a functional, integrated part of business operations.
How to work with them:
- Provide them with business problems to solve rather than letting AI development happen in isolation.
- Connect them with compliance and security teams to ensure AI meets industry standards.
- Decide whether to build AI in-house or partner with external AI providers based on cost, expertise, and scalability.
How KiwiSaver providers can use this information
Understanding the five AI worker types is just the first step. Here’s how KiwiSaver providers can facilitate AI adoption.
1. Identify where your team stands
- Survey employees to gauge AI readiness
- Map out who fits into each AI worker category to tailor training and support.
2. Start small with real-world use cases
- Focus on AI applications that directly benefit employees and customers, such as:
- Show early wins to build trust across the organisation.
3. Provide training & upskilling
- Offer AI literacy programs to help AI Resistors and Novices get comfortable.
- Give AI Enthusiasts a safe space to experiment and share best practices.
- Provide ongoing AI governance training for compliance and risk teams.
4. Integrate AI into the business strategy
- Don’t treat AI as a side project. Embed it in operations, customer service, and decision-making.
- Develop a clear AI governance framework to ensure compliance.
AI isn’t a future possibility for KiwiSaver providers. It’s happening now.
By understanding the five AI worker types, creating a structured rollout plan, and balancing innovation with governance, KiwiSaver providers can turn AI into a competitive advantage rather than a disruption.
The question is no longer whether AI will impact your business but how well you prepare your team to work with it.
