Generative AI Deployment Soars: 4-Fold Increase Since 2023

• 80% of organisations boost annual investments in generative AI
• 75% affirm that it drives revenue and innovation
• 97% permit employee use of generative AI in some capacity

Singapore, 5 August 2024 – Organisations are swiftly adopting generative AI, driven by increased investment and the transformative potential of this technology. It has permeated various sectors and functions, altering operational and business models. The latest report from the Capgemini Research Institute, “Harnessing the Value of Generative AI 2nd Edition: Use Cases Across Sectors,” highlights this trend, revealing a significant rise in adoption. Currently, nearly a quarter of organisations are integrating generative AI into some of their locations or functions, up from 6% in 2023.

Early adopters are already witnessing benefits such as enhanced operational efficiency, improved customer experience, and increased sales. For instance, organisations have observed a 6.7% improvement in customer engagement and satisfaction over the past year in areas where the technology has been piloted or implemented.

Pascal Brier, Chief Innovation Officer at Capgemini and Member of the Group Executive Committee, stated, “Generative AI is beginning to revolutionise business, with organisations seeing tangible growth in revenue and accelerated innovation. Rather than solely concentrating on cost optimisation, businesses are exploring new ways to harness its capabilities and drive value creation. As investment grows, the emergence of more complex, autonomous AI systems heralds a new era of generative AI, which could fundamentally change company operations. To advance their AI endeavours, organisations should establish robust data foundations with clear processes to manage fragmented data and enable integration across functions. Trust, transparency, and accountability will remain pivotal as we embrace this next frontier of AI, which holds the potential to deliver substantial value over time.”

AI chatbots are evolving into multi-agent systems, poised to expedite value creation

Nearly three-quarters of organisations (74%) acknowledge that generative AI is enhancing revenue and innovation. As AI technology advances, it will shift from being a supportive tool to an independent agent with greater execution capability, enabling organisations to rethink their business models and maximise value from their AI investments. This potential has spurred the development of multi-agent systems, a rapidly evolving technology expected to drive further innovation. The report highlights high levels of trust in AI agents for tasks such as generating professional emails, coding, and data analysis. However, it also underscores the need for leaders to maintain trust and ethical transparency in AI development and deployment.

The rise in generative AI adoption extends to the use of public tools

Recent technological advancements have made these tools more accessible to non-experts, resulting in increased adoption. Only 3% of organisations have banned the use of public generative AI tools in the workplace. Nearly all organisations (97%) permit employees to use generative AI in some capacity, with over half implementing specific guidelines for employees to follow.

Given the rapid uptake of generative AI, the report advises organisations to proceed responsibly. Establishing clear guardrails to validate decisions made by multi-agent systems is crucial to ensuring transparency and accountability, and to mitigating potential risks associated with public tools.