Capgemini-利用生成人工智能的價(jià)值：各行業(yè)的頂級(jí)用例（英）-2023

HARNESSINGTHE

VALUE

OFGENER

ATIVE

AITop

usecasesacross

industries#GetTheFutureYouWant2HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESGenerative

arti?cial

intelligence

(AI)

is

rapidly

becomingan

integral

part

of

our

private

and

professional

lives.While

the

technology

has

been

in

existence

for

a

numberof

years,

it

has

gained

widespread

consumer

interestonly

recently

and

has

emerged

as

a

critical

strategicconsideration.

Our

latest

industry-focused

researchreveals

that

generative

AI

is

on

the

boardroom

agendaat

96percent

of

organizations

surveyed

globally.

Whilegenerative

AI

is

in

its

infancy

in

terms

of

scaled

adoptionand

implementation,

nearly

60

percent

of

executivesglobally

say

their

leadership

is

a

strong

advocate

forgenerative

AI

and

only

39percent

are

taking

a

“wait-and-watch”

approach

to

adoption.restructuring

of

business

models.

Globally,

about

one-?fth

(21percent)

of

executives

surveyed

say

generativeAI

will

signi?cantly

disrupt

their

industries.

Executives

inhigh

tech

and

industrial

manufacturing

–

two

industriesthat

have

long

been

shaped

by

AI

technologies

and

havebeen

at

the

forefront

of

generative

AI

–

are

most

likely

toagree

with

this

statement.The

potential

of

generative

AI

to

drive

innovation

andimprove

e?ciency

and

productivity

extends

to

nearly

allfunctions

and

has

applications

across

all

industries.

Usecases

are

wide-ranging,

from

creating

unique

contentand

automating

and

accelerating

tasks,

to

creatingpersonalized

experiences

and

generating

synthetic

data.Our

research

reveals

that

generative

AI

has

the

greatestpotential

within

IT,sales

and

customer

service,

andmarketing

functions.

The

high

tech

sector

leads

the

way,Many

organizations

already

see

generative

AI

as

apowerful

tool

that

can

accelerate

growth,

enhancecapabilities,

and

unlock

new

opportunities

without

drasticCapgemini

Research

Institute20233HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESwith

the

greatest

share

of

ongoing

generative

AI

pilots.Executives

in

our

survey

also

project

e?ciencies

fromgenerative

AI

in

the

next

three

years

in

the

range

of

7–9percent.adverse

impact

of

generative

AI

on

the

environment.Nevertheless,

the

net

impact

of

generative

AI

on

anorganization’s

Scope

1,

2,and/or

3

emissions

is

currentlydi?cult

to

forecast.As

with

any

new

technology,

generative

AI

is

not

withoutrisk.

However,with

proper

planning

and

guardrails

inplace,

there

is

potential

to

transform

business

operations,product

and

service

development,

and

customerinteraction.

Nearly

three-quarters

of

executives

in

oursurvey

(74

percent)

agree

that

the

bene?ts

of

generativeAI

outweigh

the

risks.

Given

the

carbon-intensive

natureof

training

new

generative

AI

models,

it

will

also

beimportant

to

weigh

environmental

considerations.

Thegood

news

is

that

executives

in

our

survey

are

awareof

this

dynamic

and

understand

how

to

mitigate

theWeconclude

this

report

with

a

look

at

how

organizationscan

start

and/or

accelerate

their

generative

AI

journeys.First,

they

must

create

a

robust

generative

AI

strategicand

operational

architecture.

Organizations

must

alsoestablish

internal

and

external

guidelines

around

theuse

of

generative

AI,

adopt

a

human-centric

approachto

scaling

the

technology,

and

build

user

and

consumertrust

in

the

AI

system.

Given

the

high

carbon

emissionsassociated

with

generative

AI

trainings

and

queries,sustainable

development

and

use

of

the

technologyshould

also

be

a

high

priority.Capgemini

Research

Institute20234HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESGenerative

arti?cial

intelligence

(generative

AI)

is

rapidlytransforming

the

way

we

interact

with

technology.Machines

are

beginning

to

mimic

creative

human

thoughtprocesses,

synthesizing

tailored

content

with

signi?cantimplications

for

organizations

and

consumers.innovating

of

organizations;

highlighting

the

function-and

industry-speci?c

use

cases

we

believe

to

have

thegreatest

potential;

and

comparing

adoption

rates

acrossindustries.To

gauge

executives’

perceptions

of

generative

AI

andadoption

of

use

cases,

we

conducted

a

global

survey

of1,000

organizations

across

Australia,

Canada,

France,Germany,

Italy,

Japan,

the

Netherlands,

Norway,Singapore,

Spain,

Sweden,

the

UK,

and

the

US.

Wequestioned

executives

from

multiple

industries,

includingautomotive,

consumer

products,

retail,

?nancial

services,telecom,

energy

and

utilities,

aerospace

and

defense,high

tech,

industrial

manufacturing,

and

pharma

andhealthcare.

For

more

details

on

the

survey

sample,

pleaserefer

to

the

research

methodology.This

report

is

the

second

in

a

series

of

reports

wehave

created

around

this

topic.

Our

?rst

report,

Whyconsumers

love

generative

AI,

explored

consumerperceptions

of

generative

AI;

consumer

use

of

generativeAI;

and

how

the

technology

is

shaping

the

future

ofcustomer

experience.In

this

report,

we

delve

into

the

transformative

potentialof

generative

AI

for

organizations

across

industries,asking

how

the

technology

could

kick-start

theCapgemini

Research

Institute20235HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESThe

report

explores

?ve

broad

themes:1

2

3

4

5Organizations

viewgenerative

AI

not

asa

disruptor

but

as

anacceleratorOrganizations

seemore

gain

than

painin

generative

AIGenerative

AIHigh

tech

leadsin

implementinggenerative

AIHow

organizationscan

kick-start

theirgenerative

AIpacks

the

mostpunch

for

IT,sales,and

marketingjourneysCapgemini

Research

Institute20236HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESWho

should

read

thisreport

and

why?This

report

o?ers

a

comprehensive

introduction

to

the

transformativeimpact

that

Generative

AI

holds

for

large

businesses

in

industries

suchas

automotive,

consumer

products,

retail,

?nancial

services,

telecom,energy

and

utilities,

aerospace

and

defense,

high

tech,

industrialmanufacturing,

and

pharma

and

healthcare.

The

report

will

helpbusiness

executives

identify

use

cases

that

will

illustrate

the

pragmaticapplications

of

Generative

AI

in

IT,sales,

and

marketing,

for

example.The

report

leverages

a

comprehensive

analysis

of

1,000

industry

leaders(ranked

Director

and

above)

across

13

countries,

each

at

varying

stagesof

Generative

AI

implementation.

The

report

also

o?ers

actionablerecommendations

for

business

leaders

to

kick-start

their

organizations’generative

AI

journeys.

This

report

is

the

second

in

our

series

of

reportson

Generative

AI.

Read

the

?rst

report

focusing

on

consumer

reactions

toGenerative

AI

at/insights/research-library/creative-and-generative-ai/Capgemini

Research

Institute20237HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESFig.1GenerativeAI

applicationsacrossmultipleformatsSelectedgenerativeAIapplicationsIndicativeexamplesDe?ningSummarizingandtranslatingintomultiplelanguagesTextOpenAI’sGPT-4,Jasper1generative

AIImagesandvideogenerationAnalyzingexistingimages/videotogeneratenewcontent(e.g.,videogames,VR,animation)AdobeFire?y,2StableDi?usion,MidjourneyGenerative

AI

has

the

capability

to

learn

and

reapply

theproperties

and

patterns

of

data

for

a

wide

range

ofapplications,

from

creating

text,

images,

and

videos

indi?erent

styles

to

generating

tailored

content.

It

enablesmachines

to

perform

creative

tasks

previously

thoughtexclusive

to

humans.

The

following

table

summarizes

thetop

generative

AI

applications

reported

in

our

research

andgives

some

indicative

examples.Musicgenerationandremixing,speechsynthesis,sounde?ects,voiceconversion,audioenhancementSonix.ai(acloud-basedaudioandvideo-transcriptionAudiosolution)3GoogleBard,ChatGPT4OpenAI’sChatbotstoprovideautomatedcustomerserviceandadviceChatbotsSearchEnhancedsearchfunctionsusingnaturallanguageprocessingandmachinelearningPerplexityAI5Source:

1.

TechTarget,

“What

is

generative

AI?

Everything

you

need

to

know,”

March

5,

2023.2.

Adobe,

"Adobe

unveils

Fire?y,

a

family

of

new

creative

generative

AI,"

March

21,

2023.3.

Sonix.ai,

"Sonix

releases

the

world’s

?rst

automated

transcription

and

generative

AI

summarization

tool,"

December

14,2022.4.

Cointelegraph,

"What

is

Google’s

Bard,

and

how

does

it

work?"

May

10,2023.5.

Kevin-Indig,

"Early

attempts

at

integrating

AI

in

Search,"

January

10,2023.Capgemini

Research

Institute20238HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIES01ORGANIZ

ATIONS

VIEW

GENER

ATIVEAI

NOT

AS

A

DISRUPTOR,

BUT

AS

ANACCELER

ATORCapgemini

Research

Institute20239HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESFig.2GenerativeAI

isatopicforboardroomdiscussionatnearlyallorganizationsPERCENTAGEOFORGANIZATIONSWHOAGREEWITHTHESTATEMENT

BY

SECTORGenerative

AI

is

a

topagenda

item

in

boardrooms100%98%98%97%96%96%95%94%93%93%93%Nearly

all

executives

(96percent)

in

our

survey

citegenerative

AI

as

a

hot

topic

of

discussion

in

theirrespective

boardrooms

(see

Figure

2),making

it

probablythe

fastest

new

technology

to

garner

such

high-levelinterest.

Pat

Geraghty,

CEO

of

GuideWell,

a

US-basedmutual

insurance

organization,

comments:

“Every

singleboard

meeting

we’ve

had

this

year

has

had

a

standingagenda

item

of

AI

and

ChatGPT.

We

want

to

make

sure

we’vegot

our

board

with

us

as

we’re

thinking

about

where

we’regoing.”1AverageFinancialservicesIndustrialmanufacturingEnergyandutilitiesAerospaceanddefenseConsumerproductsHightechPharmaandhealthcareTelecomAutomotiveRetailGenerativeAIisatopicofdiscussioninourboardroomSource:

Capgemini

Research

Institute,

Generative

AI

Executive

Survey,

April

2023,N

=

800

organizations.Capgemini

Research

Institute202310HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESFig.3TheleadersofmostorganizationsarestrongadvocatesofgenerativeAIPERCENTAGEOFORGANIZATIONSWHOAGREEWITHTHESTATEMENT

BY

SECTOR1%1%4%2%5%3%Top

leaders

are

strongadvocates

for

generative

AI2%1%1%16%84%32%39%39%39%41%37%39%45%50%57%43%Among

the

96%of

organizations

that

discuss

generativeAI

in

their

boardrooms,

over

half

(59percent)

ofexecutives

say

their

leadership

are

strong

advocates

forgenerative

AI

only

six

months

after

the

technology

hitthe

mainstream.

This

rises

to

84

percent

in

the

high-techsector.

Thirty-nine

percent

of

executives

say

their

leadersare

taking

a

“wait-and-watch”

approach

to

the

technologyand

only

2

percent

of

executives

globally

say

their

leadersare

not

convinced

or

are

divided

by

the

potential

ofgenerative

AI

(see

Figure

3).59%67%60%60%59%59%58%51%57%AverageAerospaceanddefenseTelecomRetailIndustrialmanufacturingConsumerproductsHightechFinancialservicesEnergyandutilitiesPharmaandhealthcareAutomotiveOurleadershipisastrongadvocateofgenerativeAIOurleadershipistakinga"wait-and-watch"approachtogenerativeAIOurleadershipisnotconvincedof/isdividedonthepotentialofgenerativeAISource:

Capgemini

Research

Institute,

Generative

AI

Executive

Survey,

April

2023,N

=

766organizations

that

cite

generative

AIas

a

topic

of

discussion

in

their

respective

boardrooms.Capgemini

Research

Institute202311HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIES96%organizations

say

generative

AIis

a

topic

of

discussion

in

theirboardroomsCapgemini

Research

Institute202312HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESFig.4Aboutone-fifthoforganizationsanticipatesignificantdisruptionfromgenerativeAIPERCENTAGEOFORGANIZATIONSWHOAGREEWITHTHESTATEMENT

BY

SECTORMost

organizations

do

notview

generative

AI

as

adisruptor52%48%While

twenty-one

percent

of

executives

anticipate

asigni?cant

disruption

in

their

respective

industries

fromgenerative

AI,

67percent

of

executives

disagree.

Thatis,

a

majority

of

the

executives

do

not

see

generativeAI

signi?cantly

disrupting

their

business

models.However,executives

within

the

high-tech

and

industrialmanufacturing

sectors

expect

signi?cant

disruption

at52percent

and

48

percent,

respectively

(see

Figure

4).While

this

may

be

re?ective

of

these

executives’

superiorunderstanding

of

the

technology’s

potential,

the

?guresunderline

the

widespread

expectation

that

generative

AIwill

boost

business

overall.21%21%21%20%19%18%18%12%3%AverageIndustrialmanufacturingPharmaandhealthcareConsumerproductsAerospaceanddefenseRetailHightechEnergyandutilitiesFinancialservicesAutomotiveTelecomGenerativeAIcansigni?cantlydisruptourindustrySource:

Capgemini

Research

Institute,

Generative

AI

Executive

Survey,

April

2023,N

=

800

organizations.Capgemini

Research

Institute202313HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESFig.5RelevanceofgenerativeAI

platformsfororganizationsacrossdifferentdomainsPERCENTAGEOFORGANIZATIONSTHAT

FINDGENERATIVEAIPLATFORMSRELEVANTTO

THEIRBUSINESSOrganizations

are

?ndinggenerative

AI

platformsincreasingly

relevantChatbots(automatingcustomerserviceandimproving83%knowledgemanagement:e.g.,ChatGPT)Data(designing,collecting,orsummarizingdata:75%e.g.,Jasper’sTextSummarizer)Chatbots

emerge

as

the

most

relevant

generative

AIapplication,

with

83percent

of

organizations

citing

it.Organizations

can

use

generative-AI-driven

chatbotsto

improve

their

customer

service

and

also

to

enableimproved

internal

knowledge

management.

Seventy-?vepercent

of

executives

say

that

data

applications

can

beused

e?ectively

in

their

organizations,

and

71

percentbelieve

this

to

be

true

of

text-generating

platforms

suchas

ChatGPT

(see

Figure

5).Text(summarizing,automating,ortranslatingcontent:e.g.,ChatGPT)Search(AI-poweredinsights:e.g.,Bing)71%70%Generatingsyntheticdata(Capgemini'sArti?cialDataAmpli?er)MLplatforms(applicationsofmachinelearning:e.g.,Slai)61%54%50%48%Code(testingandcodingassistante.g.,GitHubCopilot,convertingcodefromonelanguagetoanothere.g.,Codex,Capgemini'sA2BTranslator)Images(generatingimages:e.g.,DALL-E)Audio(summarizing,generatingorconvertingtextinaudio:e.g.,Sonix)Video(generatingoreditingvideos:e.g.,Pictory,Synthesys)34%26%Gaming(generativeAIgamingstudiosorapplications:e.g.,LudoAI)4%Source:

Capgemini

Research

Institute,

Generative

AI

Executive

Survey,

April

2023,N

=

800

organizations.Capgemini

Research

Institute202314HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESUS

?nancial

services

organization

Morgan

Stanley'svast

library

of

investment

strategies,

market

research,and

analyst

insights

can

be

time-consuming

andcumbersome

for

wealth-management

advisors

tosift

through.

To

address

this,

Morgan

Stanley

is

usingGPT-4

to

power

an

internal

chatbot

that

providesinstant

access

to

any

area

of

the

archive.

Je?

McMillan,Head

of

Analytics,

Data,

and

Innovation,

adds:

“Youessentially

have

[access

to]the

knowledge

of

the

mostknowledgeable

person

in

wealth

management

–

instantly.Think

of

it

as

having

our

chief

investment

strategist,

chiefglobal

economist,

global

equities

strategist,

and

every

otheranalyst

around

the

globe

on

callfor

every

advisor,everyday.

We

believe

that

is

a

transformative

capability

for

ourcompany.”2Capgemini

Research

Institute202315HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIES“

You

essentially

have

[access

to]

the

knowledge

of

themost

knowledgeable

person

in

wealth

management–

instantly.

Think

of

it

as

having

our

chief

investmentstrategist,

chief

global

economist,

global

equitiesstrategist,

and

every

other

analyst

around

the

globeon

call

for

every

advisor,

every

day.

We

believe

that

isatransformative

capability

for

our

company.”Je?

McMillanHead

of

Analytics,Data,

and

Innovation,Morgan

Stanley.Capgemini

Research

Institute202316HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESThe

impact

ofgenerative

AIonthe

workforceFig.6MostexecutivesagreethatgenerativeAI

willaugmentknowledgeworkPERCENTAGEOF

ORGANIZATIONS

THAT

AGREE

WITH

THE

STATEMENTSGenerative

AI

has

thepotential

totransform

workGenerativeAIwillaugmenttherolesofknowledge70%workersandreducetheirworkloadsOur

consumer

research

on

generative

AI

reveals

thatmost

consumers

(70

percent)

believe

it

will

makethem

more

e?cient

at

work

and

will

free

them

fromroutine

tasks

to

explore

more

strategic

aspects

of

theirAs

generativeAIalgorithmsbegintoprovideconceptsandinitialdesigns,employeesmayshiftfromtraditionalideationandcreationtoreviewandre?nement69%jobs.

Most

executives

concur

with

these

consumer3sentiments,

with

70percent

agreeing

the

technologywill

allow

organizations

to

widen

the

scope

of

theroles

of

knowledge

workers

(see

Figure

6).Over

half(60percent)

also

mentioned

that

generative

AI

wouldcompletely

revolutionize

their

way

of

working.GenerativeAIwillcompletelyrevolutionizethewaywework60%Source:

Capgemini

Research

Institute,

Generative

AI

Executive

Survey,

April

2023,N

=

800

organizations.Capgemini

Research

Institute202317HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIES60%The

rise

of

generative

AI

will

create

new

rolesIn

our

current

survey,

69percent

of

executives

believe

generative

AI

will

lead

to

the

emergence

of

new

roles.

Inaddition

to

prompt

engineers,

we

may

also

see

new

roles

such

as

AI

auditors

and

AI

ethicists

emerge

as

theinitiatives

scale.believe

that

generative

AI

will

completelyrevolutionize

the

way

we

workFig.7MostexecutivesbelievenewroleswillemergefromgenerativeAIGenerative

AI

will

demand

upskillingand

training

initiativesPERCENTAGEOF

ORGANIZATIONS

WHO

AGREE

WITH

THE

STATEMENTAs

well

as

opening

up

new

job

roles

and

requirements,as

68

percent

of

executives

in

our

survey

say

will

happen,the

integration

of

generative

AI

into

the

workforce

willrequire

a

signi?cant

investment

in

upskilling

and

cross-skilling

of

talent.

In

April

2023,in

response

to

growingdemand,

Coursera,

a

large-scale

US-based

open

onlinecourse

provider,

launched

multiple

new

generative

AItraining

courses,

including

ChatGPT

Teach-Out

from

theUniversity

of

Michigan,

which

introduces

learners

to

largelanguage

models

(LLMs)

and

chatbots

and

discussesthe

ethical

use

of

generative

AI

and

how

the

technology69%GenerativeAIwillleadtotheemergenceofnewjobroles(e.g.,promptengineer)might

be

harnessed

and

regulated

moving

forward.4Source:

Capgemini

Research

Institute,

Generative

AI

Executive

Survey,

April

2023,N=800

organizations.Capgemini

Research

Institute202318HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIES02ORGANIZ

ATIONS

SEE

MORE

GAINTHAN

PAIN

IN

GENER

ATIVE

AICapgemini

Research

Institute202319HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESFig.8MostexecutivesacrossindustriessaythatthebenefitsofgenerativeAI

outweighpotentialrisksMost

organizations

believethebene?ts

of

generative

AIoutweigh

the

risksPERCENTAGE

OF

ORGANIZATIONS

WHO

AGREE

WITH

THE

STATEMENT

BY

SECTORAverageHigh

tech74%84%82%Our

survey

reveals

that

the

majority

of

executives

(74percent)

believe

the

bene?ts

that

generative

AI

bringsoutweigh

the

associated

risks.

The

executives

moststrongly

convinced

that

generative

AI

is

a

power

forgood

work

within

the

high-tech

sector

(84

percent);

evenat

the

other

end

of

the

list,

a

substantial

69percent

ofexecutives

within

the

energy

and

utilities

and

telecomsectors

would

bet

on

generative

AI

(see

Figure

8).Aerospace

and

defensePharma

and

healthcareIndustrial

manufacturingRetail80%77%76%74%70%FinancialservicesConsumer

productsEnergy

andutilitiesTelecom74%69%69%believe

the

bene?tsof

generative

AIoutweigh

theassociated

risksAutomotive66%The

bene?ts

ofutilizing

generative

AI

outweigh

the

associatedrisksCapgemini

Research

Institute,

Generative

AI

Executive

Survey,

April

2023,N

=

800

organizations.Capgemini

Research

Institute202320HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESFig.9MostexecutivessaythatgenerativeAI

willimproveproducts/servicesandcustomerservicePERCENTAGE

OF

ORGANIZATIONS

WHO

AGREE

WITH

THE

STATEMENTSAnticipated

bene?ts

ofgenerative

AI

extend

toproduct

design

andGenerative

AI

will

allow

the

design

process

to

be78%more

e?cient

and

streamlinedcustomer

experienceGenerative

AI

can

enable

us

to

create

products

and

servicesthat

are

more

accessible

and

inclusive,

serving

a

widerrange

of

customers

with

diverse

needs

and

preferences76%Generative

AI

brings

numerous

transformative

bene?tsto

organizations,

including

enhanced

decision-making,improved

e?ciency,

personalized

experiences,

costreductions,

augmented

innovation

capacity,

riskmanagement,

and

predictive

analytics.

Most

executivesin

our

survey

(78

percent)

believe

that

generative

AI

willmake

product

and

service

design

more

e?cient

andthat

it

will

help

them

design

more

inclusive,

accessibleproducts

and

services(76percent).

Seven

in

tenexecutives

believe

generative

AI

will

help

them

improvethe

customer

experience

(see

Figure

9).Generative

AI

can

enable

us

to

create

moreinteractive

and

engaging

experiences

for

our

customers71%Generative

AI

can

be

used

to

improve

customerservice

by

providing

automated

and

personalized

support67%Generative

AI

can

improve

internal

operationsand

enhance

facilitymaintenance65%Source:

Capgemini

Research

Institute,

Generative

AI

Executive

Survey,

April

2023,N

=

800

organizations.Capgemini

Research

Institute202321HARNESSING

THE

VALUEOF

GENERATIVE

AI:

TOPUSE

CASES

ACROSS

INDUSTRIESFig.10GenerativeAI

implementationisexpectedtoyieldoperationalandcustomerbenefitsExecutives

are

positive

butrealistic

in

their

expectationsof

generative

AIEXPECTED

FUTURE

BENEFITS

OF

GENERATIVE

AI

IN

THREE

YEARS

FROM

TODAY,AVERAGE

%

PROJECTED

INCREASEImprovedcustomerengagementandsatisfaction9%(i.e.,increaseinNetPromoterScore)Weasked

executives

which

organizational

bene?ts

theyexpect

to

see

from

generative

AI

within

three

years.Executives

expect

to

see

improvements

of

7–9

percentacross

all

industri