AI chatbots deliver minimal productivity gains, study finds – Computerworld

Manish Goyal, vice president and senior partner for global AI and analytics at IBM Consulting, said there are three best practices that organizations sometimes forget when deploying AI. First, align AI use with key priorities. Second, build strong technical foundations. Third, manage change and develop skills to drive adoption and growth.

“Clients have been seeing the most ROI when applying AI to scaled horizontal processes like software development, customer service, marketing, operations, IT, etc., where there is typically a human-in-the-loop,” Goyal said in an email reply to Computerworld. “From an industry perspective, we see telco, retail, and banking clients using AI successfully in areas like customer service.”

Last year, Gartner Research said genAI was slipping into the “Trough of Disillusionment” due to a mismatch between high expectations and reality, enterprise challenges in maturing data engineering and AI governance, and the intangible ROI related to many genAI initiatives.