Business chiefs continue to wax lyrical about the potential of generative AI, with nearly three-quarters (70%) believing the tech will enable organisations to widen the scope of the roles of knowledge workers, and confirming that their bosses 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 business.
Despite apparent risks, such as copyright infringement or cybersecurity, 74% of executives believe the benefits posed by generative AI outweigh the associated concerns. While 21% anticipate a disruption in their industries, 40% of organisations have already established teams and budget for the technology, with a further 49% contemplating doing so within 12 months.
When it comes to determining the most relevant generative AI-based tools for their industries, organisations reckon that chatbots will be king, enabling them to automate customer service and improve knowledge management (83%) and design, collect, or summarise data (75%).
Meanwhile most executives believe that generative AI will make product and service design more efficient (78%) and accessible (76%). It will also make customer experiences more interactive and engaging (71%) and improve customer service with automated and personalised support (67%).
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. Quite where these figures come from, however, is anyone’s guess.
Executives in the high-tech industry are the ones most convinced (84%) that the overall impact of generative AI will be positive. Nearly 70% of executives in that sector said their organisations already have generative AI pilots underway, and 18% state that they have implemented generative AI across some locations or business functions. The top two use cases are 3D modelling for detailed shapes and predictive maintenance.
The majority (67%) of executives across sectors see the most potential for generative AI in the IT function – this is particularly true within the high-tech sector which holds the largest percentage of executives (86%) saying their organisation is using or plans to use generative AI in IT. Other areas where executives see generative AI driving value are sales (54%), and marketing and communications (48%).
According to 69% of businesses, generative AI will begin to provide concepts and initial designs for projects and, as such, employees’ roles will shift away from ideation and creation, to review and refinement.
This sentiment was also echoed by consumers, with 70% saying that they believe generative AI will make them more efficient at work, free them from routine tasks and enable them to explore more strategic aspects of their job.
The research reveals that 69% of executives believe generative AI will lead to the emergence of new roles such as AI auditors and AI ethicists. With the introduction of new generative AI-based roles, 68% of executives believe that integration of the technology into the workforce will require significant investment in upskilling and cross-skilling of talent.
Nearly 80% of organisations understand the criticality of implementing and scaling generative AI sustainably. Alongside this, 78% of enterprises understand that generative AI can have a larger carbon footprint than traditional IT programmes. However, out of the organisations that plan to train their own models (8%), roughly half have taken steps to mitigate their environmental impact, highlighting the need for more concrete efforts towards sustainability.
Capgemini chief portfolio officer and group executive board member Franck Greverie commented: “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 business.
“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.”
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