70% of executives believe that generative AI will enable organisations to widen the scope of the roles of knowledge workers. Nearly all executives (96%) recognise that generative AI is a key topic in the boardroom, with the majority confirming that their leadership are strong advocates. This is according to Capgemini Research Institute’s latest report, ‘Harnessing the value of generative AI: Top use cases across industries’, which examines the transformative force of generative AI for innovation across enterprises.
Organisations see generative AI as an opportunity to drive revenues
Despite apparent risks, such as copyright infringement or cybersecurity, 74% of executives believe that the benefits posed by generative AI outweigh the associated concerns. While 21% anticipate a disruption in their industries, 40% of organisations across industries have already established teams and budget for the technology, with a further 49% contemplating doing so within 12 months.
The research on AI and business revealed:
- Organisations believe that the most relevant generative AI based platforms or tools for their industries are chatbots for automating customer service and improving knowledge management (83%) and designing, collecting, or summarising data (75%)
- Most executives believe that generative AI will make product and service design more efficient (78%) and accessible (76%)
- They also said it will make customer experiences more interactive and engaging (71%) or improve customer service with automated and personalised support (67%).
A range of further benefits within three years
Within three years’ time, and following the successful implementation of generative AI, executives foresee a range of benefits. They believe that its integration will lead to an 8% increase in sales and a 7% decrease in costs. Alongside this, those surveyed indicated that they could expect to see a 9% improvement in both customer engagement and satisfaction, and operational efficiency.
“Generative AI is a transformational force for innovation in organisations, accelerating industry specific use cases to create value, and it’s no surprise that it’s already at the top of the agenda of virtually every large organisation,” comments Franck Greverie, Chief Portfolio Officer and Group Executive Board Member at Capgemini. “While generative AI can enable numerous benefits for businesses and employees alike, adopting a human-centric approach while scaling the technology and implementing necessary guidelines will be key to fostering trust in the workplace. As businesses accelerate their generative AI journeys, they must prioritise implementing it sustainably across the organisation.”