AI promises to transform how we create, manage, and deliver content. But when applied to broken systems, it doesn’t solve problems—it amplifies them.
Organizations are discovering this the hard way. They adopt AI tools to cut costs, accelerate workflows, or improve findability, only to find that results are inconsistent or disappointing. Why? Because AI doesn’t fix the underlying issues in your content, people, or technology.
That’s where the Triage Triangle comes in. This framework, which I’ve used for years to solve complex content challenges, is now more relevant than ever in the AI era.
The AI-enhanced Triage Triangle
The Triage Triangle divides complex problems into three categories:
- Content
- People
- Technology
AI intersects with all three. Used strategically, it accelerates solutions. Used haphazardly, it magnifies chaos.
Content problems: AI as amplifier
Common content issues haven’t gone away. Inaccuracies, inconsistencies, outdated material, and mixed messages still cost organizations time and trust. Now AI adds new risks:
- Hallucinations (inaccurate AI outputs)
- Training data quality issues
- Generated content that misses your brand voice
Opportunity: Leverage AI to scan for inconsistencies, generate metadata, and optimize structure—but only after building a foundation of accurate, consistent, high-quality content.
People problems: new skills, same challenges
People have always been the hardest part of content transformation. Resistance to change, lack of training, and poor communication persist—and AI introduces new dynamics:
- AI anxiety about job replacement
- Over-reliance on AI outputs without human validation
- Governance gaps around ownership of AI-generated content
Opportunity: Use AI to offload repetitive tasks so people can focus on higher-value work. This requires change management and new skills, such as prompt engineering and AI governance leadership.
As we’ve always said: Technology is easy, people are hard. With AI, that’s exponentially true.
Technology problems: more tools, same issues
Enterprises already struggle with tool sprawl, workarounds, and poor integrations. AI doesn’t simplify this—it adds complexity:
- Tool proliferation across teams
- Data silos that reduce AI effectiveness
- Infrastructure strain from AI processing needs
Opportunity: Deploy AI to automate integrations and streamline workflows—but only after rationalizing your toolset. Strategic implementation, not point solutions, is the path to success.
Real example: findability in the AI era
Every organization wrestles with findability. Here’s how it looks through the AI-Enhanced Triage Triangle:
- Content: Audit for inconsistencies and enrich metadata with AI—but fix content quality issues first.
- People: Train teams to use AI tagging tools responsibly and define governance for AI-generated metadata.
- Technology: Implement AI-powered search that understands context and intent—but ensure it integrates seamlessly with existing systems.
With AI, the problem hasn’t changed—but the stakes are higher.
The updated principle: separate, isolate, recombine—with intention
- Separate the big problem into content, people, and technology components.
- Analyze how AI currently affects each area and where it could add value.
- Isolate each problem, applying AI selectively and strategically.
- Recombine with governance, human oversight, and continuous optimization.
The bottom line
AI is a force multiplier. It will amplify good content, effective processes, and smart technology choices. But it will just as quickly amplify bad content, broken processes, and poor decisions.
The question isn’t whether to use AI—it’s how. Before you scale AI across your enterprise, run your challenges through the AI-enhanced Triage Triangle. This framework will reveal whether you’re ready to amplify success—or risk scaling failure.
The key to success isn’t choosing between human and artificial intelligence. It’s using them together—thoughtfully, intentionally, and strategically.
Ready to find out if your organization is prepared to harness AI effectively?
Explore our AI-ready resources and put the AI-enhanced triage triangle to work for you.
