Generative AI (GenAI) has been transforming how we work, offering remarkable tools to enhance productivity and streamline operations.
In fact, Freshworks recently uncovered that employees across Australia are learning how to use artificial intelligence (AI) at an incredible rate, with the majority of workers (67%) using AI at least once a week and half (50%) claiming that they’re saving at least three hours a week thanks to the technology.
But here’s the thing: AI is only as good as the instructions we give it. Gone are the days when AI was just for automating simple tasks. With AI becoming more common in the everyday workplace, the real game-changer is learning how to communicate with these systems effectively. Welcome to the world of prompt engineering — where the way we ask questions becomes just as important as the answers we receive.
Today, AI chatbots have evolved into indispensable workplace assistants, helping with everything from writing blog posts to providing tech support and even assisting with coding. But here’s where things get interesting: the outcomes you get depend heavily on how you interact with these tools. It’s not just about issuing commands — it’s about engaging in a way that maximises the potential of these systems. That’s where prompt engineering or “prompt hacking” comes in handy — a technique that uses specific and well-crafted prompts to generate effective results.
When you give AI a clear, thoughtful instruction, you’re essentially setting it up for success. Just like you wouldn’t expect a team member to excel without clear direction, AI performs better when it knows exactly what you need. The more specific the request, the better the response will be.
The art and science of asking the right questions
AI chatbots, powered by Large Language Models (LLMs), learn from human interactions, which means they respond well to prompts that reflect how we communicate. The way we frame our requests can have a huge impact on the results.
For example, prompting AI to take on a role — like pretending to be a CEO or a fictional character — often results in richer, more nuanced responses. Why? Because AI draws on a vast dataset of human interactions and patterns. It knows how to pull from that data to deliver better results when given clear cues.
Why better prompts = better results
Think of prompt engineering as a creative exercise. The more inventive you get with your prompts, the more AI can surprise you with its depth and versatility. Research has shown that chatbots perform better when asked to adopt a persona or complete a specific task. This allows them to tap into a wider range of language models and deliver more personalised, engaging responses.
In business, this can be a game-changer. Imagine asking AI to come up with a unique marketing campaign or a creative product slogan by giving it clear, role-based instructions. The results will likely be more relevant and aligned with your brand’s voice than if you simply asked for a “slogan.”
But with great power comes great responsibility. The flexibility that makes AI so useful also opens the door to risks. Some users have figured out ways to “trick” chatbots into providing off-the-record or harmful responses using advanced prompts like “Do Anything Now” (DAN). These exploits push AI beyond its intended constraints, and while companies like OpenAI are working hard to prevent this, the race between creative users and AI developers continues.
That said, creative prompting also offers significant rewards, especially in fields like marketing, content creation, and even product testing. Businesses can use inventive prompts to stress-test their own chatbots, revealing weaknesses before they’re exposed to the public.
Understanding what the humans want
Even though AI can’t feel emotions, AI is learning to respond not just to words, but to attitudes and moods. Chatbots are evolving from basic, automated responders into advanced, empathetic assistants. Initially, they were frustrating for many users, as they couldn’t understand complex issues or respond to unexpected situations. However, the rise of generative AI has revolutionised chatbot technology.
AI-powered chatbots have evolved significantly and can now understand customer queries more accurately and even detect emotions — like frustration or happiness. These chatbots are not meant to replace human agents but to work alongside them, handling simple tasks so humans can focus on more complex issues. They can also provide businesses with real-time insights into customer sentiment and behaviour, which can help to improve service and increase customer satisfaction.
As AI becomes more integrated into business workflows, how we interact with it will determine how much value we get out of it. Just like any new team member, AI benefits from clear instructions. This does not miraculously imbue the AI with human agents’ knowledge, but it does establish the groundwork for it to perform a supportive role tailored to the context and customer.
The lesson here? AI isn’t a magic wand. It requires context and guidance to deliver its best. By dividing tasks between those that require human expertise and those that can be automated, businesses can optimise how they use AI.
The future of AI
The future of work won’t just be about human ingenuity or AI automation — it will be a blend of both. Those who embrace the challenge of mastering this collaboration will be the ones who drive the next wave of innovation and productivity.
So, if you want to get the most out of AI, start thinking of your prompts as the key to unlocking its potential. The possibilities are limitless when creativity meets technology.
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