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Highlights
- Generative AI (GenAI) solutions have the potential to revolutionize work by automating mundane tasks, enhancing productivity, and improving user experience.
- Adoption of GenAI solutions for strategic use cases will enable organizations to boost productivity and operational efficiencies.
- Once a steady state has been achieved after implementation, enterprises can extend the capabilities of GenAI solutions to integrate with enterprise systems and enhance performance.
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GenAI in the workplace
We are witnessing the rise of GenAI in the workplace.
Recent GenAI breakthroughs, such as ChatGPT and large language models (LLMs), have democratized AI. They are empowering people to create content, images, and code in seconds using natural language prompts. The technology is sure to impact all personas at a workplace, boost individual productivity, and enhance decision-making abilities for all. The opportunities are truly unprecedented. However, organizations are only just beginning to understand the transformational effect GenAI can have on employee experience, productivity, and efficiency.
Expanding use cases
Determining the right use cases and solutions is key to maximizing the value from GenAI.
The current crop of workplace GenAI solutions can function as personal assistants, automate time-consuming tasks, rapidly analyze large volumes of structured and unstructured data, and identify patterns, trends, and anomalies. Some can summarize meetings and extract vital takeaways, including capturing assigned action items. Others can facilitate real-time collaboration among teams, helping generate documents, spreadsheets, and presentations. Yet others can help salespeople upsell and cross-sell by providing insights into a user's past behavior and preferences or highlight areas for business improvement by analyzing customer sentiment from emails.
Microsoft research on the effects of GenAI in the workplace indicates substantial gains in productivity and efficiency. Their survey, focused on the impact of Copilot at work, showed that 70% of users said the technology made them more productive, while 68% said it improved the quality of their work. The time saved and efficiencies brought in by GenAI solutions can help employees focus on higher-value tasks. But how should organizations go about adopting the technology?
Adopting GenAI
A streamlined approach to adopting GenAI can help enterprises realize business value faster.
Enterprises can gain a head start by teaming up with partners who can help them with an accelerated approach to GenAI adoption. Defining a clear roadmap with key objectives and metrics is an important action point for successful adoption. So is deploying data-driven strategizing and fine-tuning along the journey.
Enterprises need to focus on the following three fundamentals:
Ensuring organizational readiness: Assessing and closing gaps in people, process, and technology readiness for the deployment and rollout of GenAI solutions is crucial. Moreover, equipping implementation managers with clear change management and adoption processes will be key to a smooth rollout.
Determining the right use cases: Identifying and building a catalog of use cases aligned to the enterprise’s line of business and having clear target benefits are important. Following a framework for discovery of the right focus areas, assessment of use cases, ideation with the help of POCs to finalize use cases for pilots, and a strategy to adopt GenAI at scale can be helpful for this activity.
Calculating ROI: Determining a methodology to gauge efficiency improvements will help take the required course-corrective or optimization actions. Metrics such as the percentage of users actively using the solution, frequency and effectiveness of internal communications and collaboration, and changes in employee productivity should be considered in planning and strategizing an enterprise-wide rollout of a solution.
Extending GenAI capabilities to enterprise systems
GenAI solutions seamlessly blend into an enterprise’s operations or an individual’s workflow.
They assist when needed, without disrupting the creative process. To get the most out of GenAI, it is important to extend and enhance the capabilities of GenAI solutions. This includes using data and information from diverse workplace and collaboration systems and solutions that a modern-day workforce is dependent on.
Once a steady state is achieved after the implementation of a GenAI solution, organizations can leverage custom plugins to enhance the capabilities of these solutions. Plugins can bring in greater process efficiencies by enabling GenAI solutions to integrate with organizational systems. The GenAI solutions can then be leveraged to retrieve information from the database of diverse systems and facilitate user actions from unified interfaces, making work easier for employees.
The promise of plugins is greater ROI from GenAI investments. Some, like use cases for improving organizational search results, are particularly effective with the solutions accessing the collective enterprise knowledge base to retrieve contextual and complete information on things like the status of tickets, purchase orders, or shipment deliveries. As enterprise GenAI matures, many more custom plugins and novel use cases are sure to emerge.
Organizations need to plan and build on their GenAI investments optimally. As the technology evolves, GenAI solutions and plugins will acquire greater intelligence and capabilities—and these will be key to powering higher productivity, richer innovation, and unmatched operational efficiencies while ensuring happier employees.
