Today, generative artificial intelligence is becoming a key part of business operations and customer service interactions. According to Salesforce research, three in five workers (61%) either currently use or plan to use generative AI in their roles. A full 68% of these employees believe that this technology – which can spit out text, video, images and audio content almost instantly – will enable them to provide enriching customer experiences.
However, this technology is not a complete solution – nor a replacement for human workers. Sixty percent of employees surveyed believe that human oversight is necessary for effective and trustworthy generative artificial intelligence.
Generative AI empowers people and increases the efficiency of business operations, but using it to empower employees will be critical. Its full business value will only be achieved if it is used thoughtfully to blend with human empathy, ingenuity and emotional intelligence.
Generative AI pilots across industries
Although the technology is still in its infancy, many use cases for generative artificial intelligence are beginning to emerge.
In sales and marketing, generative AI can help create targeted advertising content, identify leads, upsell, cross-sell, and provide real-time sales analytics. When used for internal functions such as IT, HR, and finance, generative AI can improve help desk services, streamline hiring processes, generate job descriptions, assist with onboarding and exit processes, and even write code.
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