Organisations have reported a notable rise in the deployment of generative AI (genAI), with nearly one quarter currently integrating it into some of their locations or functions, an increase from 6% in 2023, according to the Capgemini Research Institute’s latest report, “Harnessing the value of generative AI 2nd edition: Use cases across sectors”.
Benefits
The global survey of 1,100 executives employed at organisations with more than $1 billion in annual revenue across 14 countries, including Australia, India, Japan, and Singapore, revealed that early adopters have already seen the benefits of using genAI, such as improved operational efficiency, enhanced customer experience, and increased sales. On average, organisations experienced improved customer engagement by 6.7% and satisfaction over the past year in the areas where they piloted or deployed genAI, and 74% agree that generative AI is helping them drive revenue and innovation.
The survey also revealed that while adoption has increased, only 3% of organisations have banned the use of public genAI tools in the workplace. Around 97% allow employees to use generative AI in some capacity, and over half enforce specific guidelines for employees.
New era
“As investment increases, the rise of more complex, autonomous AI systems signals a new era of generative AI that could impact how companies operate. To propel their AI journeys forward, organisations should establish strong data foundations with clear processes to manage siloed data and enable data integration across functions. Trust, transparency, and accountability will continue to play a central role whilst embracing this next frontier of AI that has the potential to deliver significant value over time,” said Pascal Brier, chief innovation officer at Capgemini and Member of the Group Executive Committee.
