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How are organizations dealing with the advent of AI?
According to the Capgemini Research Institute, the vast majority are seeing tangible benefits from AI-augmented business processes.
Here are 10 common use cases:
- AI-Driven Customer Support Chatbots: We’ve seen a significant rise in chatbots that can handle a diverse range of customer inquiries, complaints, and support requests 24/7. Benefits include reducing response times, operational costs, and error rates — while improving customer satisfaction.
- Automated Content Creation: AI is a “no-brainer” for generating marketing content, including product descriptions, blog posts, social media updates and highly personalized email campaigns, tailored to different audience segments. 1-1 marketing personalization can be a reality, depending upon the use case.
- Personalized Product Recommendations: Analyzing customer behavior and purchase history can generate highly targeted and relevant product recommendations, enhancing sales and margin through efficient customer engagement.
- Code Assistance Tools: Utilizing AI to design entire systems, from requirements and job stories to development and robust quality engineering. AI audit and compliance will be key concerns, but tools like Capgemini’s Amplifier for Quality Engineering can help accelerate these processes. I’ve personally seen 15 to 50 percent improvements in all aspects of the SDLC using GenAI tooling, depending upon persona.
- AI-Enhanced Data Analysis: AI can forecast market trends, customer behavior, and operational efficiencies, driving visibility into the future and aiding strategic decision-making.
- Interactive Training and Onboarding: AI-powered virtual trainers and coaches can personalize training and onboarding, making learning more engaging and reducing training costs.
- Voice-Activated Interfaces: For some channels, voice-to-voice interfaces for internal tools or customer service offer hands-free operation and accessibility, which can improve productivity and user experience.
- Real-Time Language Translation Services: Global organizations can employ GenAI for impressive, real-time translation services in customer interactions, expanding market reach and enhancing communication in any geography.
- Automated IT Testing: Quality engineering benefits from GenAI (e.g., Amplifier); it can generate and execute test cases automatically for software, significantly reducing the time and effort spent on many testing tasks.
- Supply Chain Optimization: Some organizations allow managers to query supply chain logistics by asking questions and getting recommendations about demand, inventory levels, and suggesting the most efficient routes or suppliers, leading to cost reduction and improved service delivery.
Exec Summary
Every industry seems to be experiencing dramatic benefits from AI adoption. However, each use case should be evaluated for risk, suitability and differentiation.
Bottom line: This is a great time for innovation!
