Organizations report a four-fold increase in the deployment of generative artificial intelligence (GenAI) since 2023, according to the Capgemini Research Institute’s latest report revealed on Monday.
Capgemini said in its “Harnessing thevalue of generative AI 2nd edition: Use cases across sectors” that organizations are rapidly embracing GenAI, spurred by an uptick in investment and the value of this transformative technology.
It said GenAI has permeated across sectors and various functions within organizations, driving a shift in operations and business models.
The report showed the adoption curve for GenAI has increased with utilization of use cases across the spectrum.
For all organizations, it noted there has been a notable rise, with nearly one quarter currently integrating GenAI into some of their locations or functions, an increase from 6 percent in 2023.
According to the report, early adopters have already begun reaping benefits, ranging from improved operational efficiency to enhanced customer experience and increased sales.
For example, on average, organizations realized a 6.7 percent improvement in customer engagement and satisfaction over the past year in the areas in which the technology has been piloted or deployed.
“GenAI is starting to transform business and organizations are already seeing concrete growth in revenue, whilst also accelerating innovation,
“As a result, rather than solely focusing on cost optimization, businesses are actively exploring new avenues to leverage its capabilities and drive value creation,”
said Pascal Brier, Chief Innovation Officer at Capgemini and Member of the Group Executive Committee.
He noted as investment increases, the rise of more complex, autonomous AI systems signals a new era of generative AI that could impact the way companies operate.
“To propel their AI journeys forward, organizations should establish strong data foundations with clear processes to manage siloed data and enable data integration across functions,
“Trust, transparency, and accountability will continue to play a central role whilst embracing this next frontier of AI that has the potential to deliver significant value over
time,” he added.
According to the report, almost three quarters of organizations (74 percent) agree that GenAI is helping them drive revenue and innovation.
As AI technology progresses, the report highlighted it will transition from the role of supportive tool to that of independent agent with increased execution capability, allowing organizations to reimagine the way they do business and create greater value from their AI investments.
It said this potential for value creation has contributed to the emergence of multi-agent systems – a quickly evolving technology with potential to drive increased innovation.
The report also indicated high levels of trust in AI agents for specific tasks such as generating professional emails, coding, and data analysis.
However, it also revealed that leaders are conscious of the need to maintain this trust and ethical transparency in its development and deployment.
It is noted that the acceleration of GenAI over the past 12 months is not limited to a business level, as recent technological developments have made public tools more accessible to non-experts.
As a result, while there has been an increase in its adoption, only 3 percent of organizations have imposed a ban on the use of public GenAI tools in the workplace.
Almost all organizations (97 percent) allow employees to use GenAI in some capacity, with over half enforcing specific guidelines for employees to follow.
Faced with the fast-paced uptake of generative AI, the report notes that organizations should proceed with a sense of responsibility.
Clear guardrails to validate decisions made by multi-agent systems are essential to ensure transparency and accountability in operations and to mitigate the future risks that public tools may pose to their organization, said the report.
According to the report, GenAI adoption is still nascent, with only 13 percent of organizations in Singapore having enabled GenAI capabilities in some or most of their locations/functions.
Only 9 percent of organizations in Singapore allow all their employees to use GenAI tools at will.
Half allow employees to use such tools but have guardrails set up, while 41 percent allow only a carefully chosen group of skilled employees to use GenAI tools.
Meanwhile, most organizations in Singapore are still not tracking sustainability impacts of GenAI adoption.
Only 23 percent are measuring carbon emissions, 30 percent measuring water consumption, and 23 percent measuring energy utilized.
The report also showed 66 percent of organizations in Singapore are developing guidelines for responsible use of GenAI, higher than the global average of 54 percent.
Meanwhile, 74 percent of organizations in Singapore believe GenAI has the potential to fundamentally shift business strategy, the highest globally and a significant increase from 29 percent in 2023.
61 percent of those surveyed believe GenAI is a transformative technology that will help drive revenue and innovation.
Singapore organizations also recognize the significant value of AI agents, with 73 percent (global average of 71 percent) agreeing that AI agents will help drive higher levels of automation in workflows, and 66 percent (global average of 64 percent) agreeing that it would help them focus on more value-added tasks.
It is also noted that 73 percent of organizations already have plans to use AI agents in the next three years.
Ethical challenges still persist in GenAI implementation, with 75 percent of organizations in Singapore feeling a lack of confidence that GenAI programs are inclusive of all population groups, the highest out of all countries surveyed.