Accenture’s 2024 research predicts a $10.3 trillion boost in economic value by 2038 through the adoption of generative AI in enterprises. Business leaders anticipate increased market share, with 17% expecting a 10% or more increase. While 95% of workers see the value in working with generative AI, their top concern lies in the lack of trust in organizations to ensure positive outcomes.
MuleSoft’s Connectivity Benchmark Report reveals that the AI inflection point emphasizes the need for a coherent IT strategy, as IT budgets need to increase to meet the rising demand. Integration and security concerns are identified as the biggest barriers to AI adoption, with data silos and system fragility holding companies back.
In a recent interview with Salesforce’s Michael Maoz and Ed Thompson, experts in CRM and CX, they shared insights on implementing generative AI solutions in customer service applications. Over 95% of large organizations are already piloting or using generative AI, with many focusing on customer service as a primary area for implementation.
However, businesses are cautioned against expecting generative AI to be a silver bullet solution, as successful integration requires a solid foundation in customer service processes. The key is to ensure that the customer service process is effective before incorporating generative AI to avoid compounding existing issues.
Early adopters have found success in using generative AI for post-call wrap-up, personalized content delivery, customer onboarding, and sentiment analysis. These use cases have delivered tangible benefits by streamlining processes and enhancing customer experiences.