Generative AI, driven by innovative architecture like generative pretrained transformers (such as ChatGPT), has emerged as a groundbreaking technology with the potential to revolutionize business and IT processes. In this blog, we’ll explore the myriad benefits and applications of generative AI and how it can empower your business to achieve faster product development, enhance customer experience, and improve employee productivity. In a recent review KPMG quoted the progress of Generative AI showing a projected CAGR of 27% through to 2032 from the current market size of around $10.8 billion in 2022 to $118 Billion in 2032.  A Gartner report  goes on to suggests a range of potential ways AI can be harnessed in business indicating a primary focus around 38% of respondents considering customer experience and retention to be most important followed by 17% focusing around revenue growth. 

The Versatility of Generative AI

Generative AI is a versatile technology that can be harnessed in various ways to drive business growth and efficiency. Its key applications include:

1. Faster Product Development

Generative AI can significantly accelerate the product development process. It can assist in ideation, design, and even generate code, expediting the time it takes to bring new products or features to market.

2. Enhanced Customer Experience

One of the most prominent applications of generative AI is in enhancing customer experience. Chatbots powered by generative AI, like ChatGPT, can provide real-time support, answer customer queries, and offer personalized recommendations, thereby improving the overall customer journey.

3. Improved Employee Productivity

Generative AI can be a valuable tool for employees. It can automate routine tasks, assist with data analysis, and generate reports, freeing up human resources to focus on more strategic and creative endeavours.

Realizing the Benefits

The benefits of generative AI are indeed compelling, but their realization is contingent on specific use cases. It’s essential for businesses to set realistic expectations regarding the value they aim to
achieve, especially when using generative AI “as is.” Notably, generative AI may generate artifacts that are inaccurate or biased, underscoring the importance of human validation.

To ensure that generative AI projects deliver tangible value, Gartner recommends aligning them with key performance indicators (KPIs). This alignment ensures that the technology either enhances operational efficiency or generates new revenue streams, ultimately leading to better user
experiences.

Business Priorities

In a recent Gartner webinar poll involving over 2,500 executives, the primary motivations for generative AI investments were unveiled:

1. Customer
   Experience and Retention (38%): Many businesses recognize that generative AI can be a game-changer in providing superior customer experiences, which, in turn, fosters customer retention and loyalty.
2. Revenue Growth (26%): Generative AI can drive revenue growth through enhanced product development, personalized marketing, and improved customer service.
3. Cost Optimization (17%): Businesses are leveraging generative AI to optimize costs by automating processes, reducing human intervention, and increasing efficiency.
4. Business Continuity (7%): The COVID-19 pandemic highlighted the importance of business continuity, and generative AI can play a vital role in ensuring operational resilience.

Embracing the Future

Generative AI is more than just a buzzword; it’s a transformative technology that holds the potential to reshape the business landscape. From expediting product development to enhancing customer
experiences and boosting employee productivity, its applications are diverse and impactful.

However, businesses should approach generative AI with a clear understanding of its limitations, particularly in terms of accuracy and bias. Human oversight remains crucial to ensure the quality of generated content.

As you integrate generative AI into your business strategy, remember to align your objectives with measurable KPIs. By doing so, you’ll not only harness the full potential of generative AI but also drive tangible results that benefit your organization and its stakeholders.