GenAI is not just "an" app.
People are overlooking where big gains can be made:
Strategically (and safely) embedding GenAI in existing enterprise tech, to address bespoke pain points.
Here's what I mean...
- Pain point: IT consultants are frequently required to engage in frustrating back-and-forth communication with users to obtain essential details for incident resolution, causing delays and notable inefficiencies.
- Solution: Employ GenAI to conduct a preliminary screening of incident tickets and prompt users to provide the necessary details in advance, expediting the incident resolution process. Near-instant solution of the inefficacy.
See the screenshot below which illustrates this. You'll see the "AI Review Points" box that the Deloitte team added in ServiceNow, to prompt the user to submit better info (and perhaps even address the issue themselves!). So simple. So effective.
This is what leaders should be doing more of... But as always, the impact of AI will depend on how well we identify meaningful pain points to begin with. There is a lot of good AI being thrown after low-value uses out there.
cc: Harald Heimensen, Mark Harrison, Matt Dalton, Jody Walters, Matt C.,
Roger Lee, Aravind Subramanian, Grant Frear, Matthew Whitaker, David Lovatt, Kim Neumayr, Neve Duston, Rob Tomkies, Hannah Prior, Anne Newmarch
Senior Manager, Digital Innovation and Cloud Engineering at PwC Australia
6yThis is great!