Nearly a quarter of companies integrating GenAI into operations finds Capgemini report
Organisations are rapidly embracing generative AI, fuelled by investment and the increased value of this technology. Generative AI has now penetrated all industries and across business functions, causing a shift in activities and business models. This is according to the second edition of Capgemini Research Institute’s report: Harnessing the value of generative AI: Use cases across sectors.
The survey of 940 organisation found nearly a quarter (24%) were currently integrating generative AI into some or all of their locations or business functions, up sharply from 6% in 2023.
Forerunners in the adoption of generative AI have already begun to reap benefits ranging from increased operational efficiency to improved customer experience and increased sales. For example, on average, organisations said they realised a 6.7% improvement in customer engagement and customer satisfaction in the past year in the areas where the technology was tested or deployed.
More than half (53%) of organisations said they were exploring the potential of generative AI or have started some pilots in generative AI. By 2023, only 6% of organisations had enabled generative AI capabilities in some of their locations/functions. Now this percentage has risen to 18%.
Nearly three-quarters of organisations (71%) agreed that generative AI helps them drive revenue and innovation. As AI technology develops, it will evolve from a supporting tool to an independent ‘agent’ with more execution capabilities, allowing organizations to redefine the way they do business and create more value from their AI investments. This potential for value creation has contributed to the emergence of multi-agent systems. This is a rapidly evolving technology with potential to drive more innovation.
The report indicated that there is high confidence in ‘AI agents’ for specific tasks such as professional e-mail generation, coding and data analysis. However, the report also shows that leaders are aware of the need to maintain this trust and ethical transparency when developing and deploying AI.
The acceleration of generative AI over the past 12 months is not limited to the corporate level, as recent technological developments have made public tools more accessible to non-experts. As a result, only 3% of organisations have banned the use of public generative AI tools in the workplace, although adoption has increased.
Faced with the rapid rise of generative AI, the report notes that organizations must proceed with responsibility. Clear guidelines to validate decisions made by ‘multi-agent’ systems are essential to ensure transparency and accountability and to mitigate the future risks of public tools to their organisation.
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