Generative AI is quickly moving from an emerging technology to a vital business enabler that is transforming industries worldwide. It is rapidly elevating and transforming how society and individuals interact with the world, spurring innovation as well as efficiency and growth. Most global organisations are implementing generative AI in some capacity, with the latest Capgemini report revealing that 80% of organisations have increased their investment in generative AI over the past year.
According to the data, a quarter of enterprises (24%) are already integrating it into various locations and functions — a significant leap from just 6% a year ago. The technology is reshaping operational concepts, and driving improvements in efficiency, customer experience, and revenue generation. The benefits of generative AI are undeniable with organisations that use generative AI seeing a 25% boost in productivity within the last year.
Rising investments and industry adoption
As AI adoption is growing, companies are becoming more confident with the technology and its potential return on investment (ROI). Larger enterprises have been at the forefront of this increased AI investment. In aerospace and defence, for example, almost nine in 10 organisations (88%) have boosted their investment in generative AI.
There is global recognition of AI’s abilities in driving business growth, with organisations not just piloting AI but integrating it into multiple different functions and business processes. This includes marketing, IT, customer service and finance. Companies are reporting immediate benefits in areas such as customer experience and employee efficiency, which has hugely contributed to the increased adoption of the technology.
Our report reveals that organisations implementing generative AI have seen, on average, a 7.8% improvement in productivity and a 6.7% increase in customer engagement. These numbers are particularly impressive given that AI adoption is still in its early stages for many organisations. In manufacturing, companies like Hitachi are using AI tools to generate application source code and are already achieving up to 90% success in automating traditionally manual processes.
AI-powered tools like chatbots, visual recognition systems, and predictive analytics are enabling organisations to better understand customer needs, deliver personalised products, optimise product design and internal operations. The productivity gains are significant, and as businesses continue to refine their use of generative AI, the impact on efficiency and customer satisfaction will only increase.
The rise of AI agents and the future of automation
Perhaps the most exciting new development in generative AI is the rise of AI agents. Unlike traditional AI tools that assist with specific tasks, AI agents operate autonomously, making decisions, planning, and executing workflows independently. 82% of organisations plan to integrate AI agents into their operations within the next three years, and many are already trusting them for tasks such as generating emails, coding, and data analysis. This has transformed how work is conducted, with AI drastically improving customer service, optimising supply chains and freeing up workers’ time, allowing them to focus on more complex, value-added tasks.
However, with autonomy come challenges. Transparency, accountability, and strong governance frameworks are very important to ensure that decisions devised by AI are ethical, explainable and unbiased. There needs to be clear communication about how AI models work, the data they use, and the decisions they make. This involves continuous monitoring for potential anomalies in AI behaviours and ensuring that AI tools are tested in advance and used securely. Here, it is essential for organisations to establish safeguards in order to validate AI outputs and ensure that oversight by people remains paramount.
While AI agents promise to unlock new levels of efficiency and productivity, integration must be managed carefully to mitigate risks and build trust in the technology.
Harnessing the power of GenAI
Generative AI is no longer a concept of the future but is a transformative technology reshaping business today. From increased investments to tangible improvements in productivity and customer engagement, the potential of generative AI is vast. The rise of AI agents further underscores the profound changes on the horizon, as organisations explore more ways to automate tasks, business processes, enhance decision-making, and innovate at scale.
ever, with this new potential and opportunities comes the responsibility to ensure that AI is deployed ethically and responsibly. As organisations continue to adopt and scale generative AI, they must prioritise transparency, accountability, and the establishment of robust governance frameworks. The businesses that succeed in aligning AI’s capabilities with their long-term goals will not only boost their operational efficiency but also position themselves at the forefront of innovation in an AI-driven world.
