Generative artificial intelligence (AI) has emerged as a transformative force across industries, a new report from the management consultants Capgemini's Research Institute suggests.
The study, titled "Harnessing the value of generative AI 2nd edition: Use cases across sectors," surveyed 1100 executives from companies with over US$1 billion in annual revenue across 14 countries.
It includes Australia, where 58 executives were surveyed.
Overall, the Capgemini study shows a significant surge in the adoption and integration of generative AI within organisations worldwide.
The findings indicated a marked increase in generative AI deployment, with nearly a quarter of organisations now integrating the technology into some of their locations or functions, up from just 6 per cent in 2023.
This fourfold increase in adoption comes alongside a substantial boost in investment, with 80 per cent of organisations reporting a year-on-year increase in their generative AI budgets.
The accelerated uptake is driven by the perceived value of the technology, with 74 per cent of organisations agreeing that generative AI is helping them drive revenue and innovation.
Early adopters are already reaping benefits across various domains. On average, organisations reported a 6.7 per cent improvement in customer engagement and satisfaction over the past year in areas where generative AI has been piloted or deployed.
Beyond customer-facing applications, the technology is also enhancing operational efficiency and boosting sales.
Pascal Brier, chief innovation officer at Capgemini, noted that generative AI is not just a tool for cost optimisation.
"Businesses are actively exploring new avenues to leverage its capabilities and drive value creation," Brier explained.
One of the most developments highlighted in the report is the evolution of AI chatbots into more complex "multi-agent systems."
These advanced AI configurations are designed to function independently, plan, reflect, and pursue higher-level goals with minimal human oversight.
Such systems exhibit characteristics traditionally associated with human operators, including decision-making, planning, and adapting execution techniques based on inputs, predefined goals, and environmental considerations.
The report indicated high levels of trust in AI agents for specific tasks such as generating professional emails, coding, and data analysis.
However, it also underscored the importance of maintaining ethical transparency in the development and deployment of these systems.
Another notable finding is the widespread acceptance of generative AI tools in the workplace.
A staggering 97 per cent of organisations allow employees to use generative AI in some capacity, with over half implementing specific guidelines for its use.
Only 3 per cent of organisations have imposed an outright ban on public generative AI tools in the workplace.
While the rapid adoption of generative AI presents numerous opportunities, the report emphasised the need for responsible implementation.
Organisations are advised to establish clear guardrails to validate decisions made by multi-agent systems, ensuring transparency and accountability in operations.
The study also highlighted the importance of strong data foundations in propelling AI initiatives forward.
Clear processes to manage siloed data and enable data integration across functions are crucial for organisations looking to maximise the value of their AI investments.
As generative AI continues to reshape business landscapes, its impact extends beyond individual companies to entire sectors.
The technology is driving shifts in operations and business models across industries, signalling a new era of AI-driven innovation and value creation.
However, as organisations race to harness the power of generative AI, the report cautions against overlooking potential risks.
Increasing use of public AI tools in professional settings necessitates robust security measures and clear usage policies to protect sensitive information and maintain data integrity.
As the technology evolves from supportive tool to independent agent, organisations must balance innovation with responsibility, ensuring that their AI strategies are both ambitious and ethically sound.
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