AI Impact: Companies Are Deploying AI. Few Can Prove It Works.
Summary
Many companies are using artificial intelligence (AI) in their daily operations, especially in customer service. However, experts say it is important to measure whether AI is actually improving results like revenue or productivity, not just track its use.Key Facts
- AI is handling routine tasks in many companies, such as customer service calls.
- GoTo, a business software company, uses AI to manage most customer calls without human help unless needed.
- Real AI success means it is deeply integrated to improve workflows and outcomes, not just added on top.
- Many companies measure AI activity (like new tools) but don't measure if AI improves business results.
- GoTo helps clients like auto dealerships use AI to handle calls, freeing staff to focus on customers in person.
- AI allows human workers to focus on complex tasks instead of routine ones.
- AI is changing IT service pricing because AI makes software production faster and smaller teams can do more.
- The value and price of IT work are shifting as AI changes how work is done.
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