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95% of Companies See 'Zero Return' on $30B Generative AI Spend

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Re: 95% of Companies See 'Zero Return' on $30B Generative AI Spend

#121

Post by generic92034 »

hobs wrote: post #88
generic92034 wrote: post #81

Earlier quoted context omitted.

> It's not going to replace anyone's job. Is it not, in the scenario you are describing? You are saying the agents are free now to do higher-value work. Why were there not enough agents before, especially if higher-value work was not done?

Because call centers are cost centers - nobody pays a dime more than they have to in these situations and its all commodity work.

But that means the so-called "higher-value" work does not need to be done, so agents can be fired.

Re: 95% of Companies See 'Zero Return' on $30B Generative AI Spend

#124

Post by quotemstr »

frozenport wrote: post #38
JCM9 wrote: post #16

We are entering the “Trough of disillusionment.” These hype cycles are very predictable. GPT-5 being panned as a disappointment after endless hype may go down as GenAI’s “jump the shark” moment. It’s all fun and games until the bean counters start asking for evidence of return on investment. GenAI folks better buckle up. Bumps ahead. The smart folks are already quietly preparing for a shift to ride the next hype wave…

Yo what’s the next hype cycle that smart folks like us should be working on?

Defense will increasingly become a national priority over the next few decades. Pax Americana is teetering.

Re: 95% of Companies See 'Zero Return' on $30B Generative AI Spend

#126

Post by ddddang »

jawns wrote: post #56

Full disclosure: I'm currently in a leadership role on an AI engineering team, so it's in my best interest for AI to be perceived as driving value. Here's a relatively straightforward application of AI that is set to save my company millions of dollars annually. We operate large call centers, and agents were previously spending 3-5 minutes after each call writing manual summaries of the calls. We recently switched to…

[dead]

Re: 95% of Companies See 'Zero Return' on $30B Generative AI Spend

#127

Post by vosper »

Shank wrote: post #99
jawns wrote: post #56

Full disclosure: I'm currently in a leadership role on an AI engineering team, so it's in my best interest for AI to be perceived as driving value. Here's a relatively straightforward application of AI that is set to save my company millions of dollars annually. We operate large call centers, and agents were previously spending 3-5 minutes after each call writing manual summaries of the calls. We recently switched to…

Who reads the summaries? Are they even useful to begin with? Or did this just save everyone 3-5 minutes of meaningless work?

AI reads them and identifies trends and patterns, or answers questions from PMs or others?

Re: 95% of Companies See 'Zero Return' on $30B Generative AI Spend

#129

Post by thrown-0825 »

positron26 wrote: post #82
jawns wrote: post #56

Full disclosure: I'm currently in a leadership role on an AI engineering team, so it's in my best interest for AI to be perceived as driving value. Here's a relatively straightforward application of AI that is set to save my company millions of dollars annually. We operate large call centers, and agents were previously spending 3-5 minutes after each call writing manual summaries of the calls. We recently switched to…

Given that people skimp on work that is viewed as trash anyway, how were you getting value out of the summaries in the first place?

they weren't

its likely a checkbox for compliance or some policy a middle manager put in place that is now tied to a kpi

Re: 95% of Companies See 'Zero Return' on $30B Generative AI Spend

#130

Post by amluto »

jawns wrote: post #56

Full disclosure: I'm currently in a leadership role on an AI engineering team, so it's in my best interest for AI to be perceived as driving value. Here's a relatively straightforward application of AI that is set to save my company millions of dollars annually. We operate large call centers, and agents were previously spending 3-5 minutes after each call writing manual summaries of the calls. We recently switched to…

I’d like to see a competent AI replace the time that doctors and nurses spend tediously transcribing notes into a medical record system. More time spent doing the actual job is good for pretty much everyone.
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