Most of our conversations at the moment are around how businesses will look to use generative AI to increase their organizations overall employee productivity. We have been talking to CIO/CTOs/ITDMs to understand how they are thinking about this and where I believe most organizations will use Gen AI is around domain-specific large language models/agents trained around their data for specific departments. Call center and customer support is one where we are seeing real deployments today and increased productivity of call center agents and increased customer satisfaction. But ultimately we believe every corporate workflow will benefit and be infused with AI.
By the end of 2024, our digital lives will be transformed, starting with our daily communications. Every individual at home or work will have an AI agent to manage their emails. Initially, it will filter, highlight, and summarize messages. As the agent analyzes our history, understands context, and incorporates our feedback, we will, over time, trust it to respond on our behalf using a defined set of guidelines and rules. When you want to really get someone's attention, you may indicate this is an organic artisan email, written by me, a human!
A happier workforce leads to better business outcomes, and I'm optimistic about the role GenAI will play in contributing to a more personalized employee experience that will increase engagement, satisfaction and productivity. There's no doubt we'll continue to see greater integration of AI in corporate workflows.
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