""And our approach - when we decided, 'okay, we're actually going to launch this for the organization' - was that we're all very excited, but we were going to be very honest about its limitations, right? Primarily because many of our users had never touched a system like ChatGPT,""
""Instead of releasing it to everybody, we made it a 'join waitlist,'""
""And so that essentially allowed those that were very excited to try - like they were already using it in their private lives and we didn't know about it - they were reaching out and saying, you know, 'I want to join the waitlist.'""
""started building momentum within the organization""
""would do things faster [and] they would share with their colleagues.""
CMS implemented an internal generative AI chatbot through a voluntary waitlist pilot to manage adoption and surface limitations. The rollout prioritized voluntary participation to accommodate employees unfamiliar with consumer AI tools while enabling early adopters to test the system. Early participants often used the chatbot to complete tasks faster and shared their experiences with colleagues, generating internal momentum. The pilot exposed lapses in user understanding and technical issues that required remediation. The staged, transparent approach established practical foundations for broader deployment by balancing enthusiasm with explicit acknowledgment of the tool's limitations and risks.
Read at Nextgov.com
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