Discover how DHL Group increased connectivity across the enterprise and automated multiple processes end-to-end
Gartner reported that '92% of organizations we surveyed plan to invest in AI tools in 2024.' Increasingly what that means is finding ways to embed AI into existing applications or to create new apps with built-in AI features. This approach recognizes that AI cannot deliver its full potential unless it is integrated into the way the business works.
Artificial Intelligence is not new. Traditionally AI was used for analyzing and interpreting large volumes of data. Generative AI is focused on generating new content, such as text, code, images and video. Although Generative AI tools can also be used to interpret data, including generating tables or graphs based on a natural language question, the ease of access and ease of use of the latest Gen AI tools have opened the door to a huge shift in the way organizations and their people could work in the future.
The primary benefit businesses expect to gain is efficiency. Bringing in new levels of productivity has long been a primary motivator behind purchases of enterprise technology, and the same logic applies here. That potential is doubly important right now in an economic climate where many organizations are under strain and hunting for ways to control costs.
But the important question is how? Many leaders are struggling to fully understand the potential of AI and then identify realistic use cases for delivering meaningful impact. This is partly driven by several potential challenges that leaders must overcome to succeed with AI.
"AI can’t just be an IT tool. Simply writing code faster isn’t going to transform your company. Your goal should be to democratize AI as wide as possible in the business for maximum impact," warns Bizagi CEO, Gustavo Gomez.
"Most enterprise organizations will have at least 10X the number of non-technical employees compared to developers, so it makes more sense to focus AI efforts on enabling those business staff. In addition, the productivity gains available are also greater for business users, and more likely to impact the customer experience – giving a higher overall ROI."
One of the most obvious challenges for AI in the enterprise is a skills gap, which is represented by a general lack of AI expertise, and the fact that not every organization has the luxury of hiring a team of data scientists. Thankfully this is something that AI tools can help with if they are used in the right context.
A second challenge is identifying realistic use cases, there are lots of things that AI could in theory do and many won’t have a strong understanding of the general limitations of AI, or those of any specific AI solution. One way to combat this is to leverage AI tools built into other types of software such as an automation platform like Bizagi. This introduces context so AI tools can be leveraged within business processes. Companies can then simply execute on the capabilities their software vendor has already defined.
"What every leader should be looking to do is to identify realistic use cases with immediate business impact," advises Gomez. "Many technology projects have been guilty of implementing technology for its own sake. By focusing on realistic use cases with a clear impact, you can avoid this pitfall. But taking this approach also means you need to set specific goals. You need to quantify the ROI of your AI initiatives to avoid AI implementations that waste resources."
Thirdly, a significant issue for AI in the enterprise is data privacy, security and governance. You don’t want your company’s private data or intellectual property to be shared with external public services, and even internally you want control over who has access to certain types of data in the business. One way to manage this is again to leverage AI within a platform that provides a secure context for experimentation with AI, including a private AI service and several layers of security and customizable governance rules.
Accelerating customer communications: A common example of using AI in an enterprise environment is the creation of emails. If an email needs to be created to go out to a customer, AI tools can be used to draft that email, saving customer service staff huge amounts of time, all they have to do is check that the email is accurate and hit send. The benefit also extends to the customer because they may receive a faster reply and resolution to their query.
Documents insight and management: In the enterprise there is a lot of useful information hidden inside documents. A huge potential use case for AI in the enterprise is to turn unstructured information into business insights. Information can be managed more effectively in end-to-end processes by combining AI and Automation technologies.
Data analysis and insights: Gen AI has the potential to help enterprises to transform in a bigger way than just boosting productivity. Gen AI can analyze large volumes of data to surface insights and create helpful summaries that provide users with information to make better, faster decisions.
Efficiency from automation: Gen AI can automate routine tasks such as data entry and obfuscation, doing it faster and more accurately than humans, allowing workers to progress faster to the next step in the business processes.
Make better, faster decisions: Use conversational analytics to surface actionable insights that can help inform decision making and speed up outcomes.
Enforce security: Combining Gen AI with a secure process automation platform allows you to use AI with advanced security and governance at multiple levels.
Improved business user experience: By removing mundane tasks and improving access to data and insight, generative AI can dramatically improve the user experience for employees using enterprise apps.
Bulit-into apps for enterprise-wide adoption: For AI to deliver its full potential in the enterprise, it needs to be accessible to as many employees as possible in their day-to-day work. The best way to do this is to build AI right into the apps they already use, or are going to use daily as a result of your transformation initiative.
Finance & Accounting: Generate financial reports and summaries and obfuscate sensitive information for communications.
Legal: Review and generate legal documents and contracts and search for text in documents that indicates potential risk.
IT & Security: Automate responding to IT support requests and prioritize issues and improve data management by enhancing data organization, retrieval and analysis.
Supply chain & operations: Optimize procurement with intelligent data insights to aid decision-making in purchasing processes and supplier management.
HR: Gen AI can provide insights into employee performance and enhance processes such as employee onboarding and training. It could also be used in the recruitment process to screen resumes and shortlist candidates based on skills and experience.
Customer service and support: Monitor customer feedback and sentiment and present it in a report to help improve service quality.
Bizagi’s AI Assistant Ada's conversational analytics enables end users to unlock insights without sending more requests to IT and Operations. Ada then presents users with the relevant actions to take based on persona and context, boosting business productivity.
Ada can be used to help procurement managers as they can ask them to dig into data and present it in a digestible way, helping her to make informed purchasing decisions. The assistant can even start a return process, auto-filling information within the app.
Bizgai’s AI Agents are specialized assistants that simplify routine work and drive efficiencies across the business, boosting productivity and improving user experiences. An obfuscator agent could be used in customer service to hide sensitive information when passing a customer complaint on to the customer service manager.
According to recent research, 85% of business leaders consider AI an opportunity. However, only 20% report they are currently prepared for transformation and 66% are dissatisfied with the progress their companies have made. This means there are rewards on the horizon for leaders who find the best ways to speed up AI adoption.
With automation and AI in one platform, Bizagi is ready to help leaders advance their position by delivering business impact with AI while ensuring data security and governance.
Discover Bizagi's AI capabilities for delivering business impact now:
https://www.bizagi.com/en/solutions/artificial-intelligence
