Generative AI in organizations 2024

Eighty percent of organizations have increased their investment in generative AI since 2023, and 20% have maintained their investment level, according to Harnessing the value of generative AI: 2^nd edition – the latest report from Capgemini Research Institute. The report also found that 24% of organizations have integrated generative AI into some or most of their locations or functions. This represents an increase  compared to only 6% reported just 12 months ago.

Harnessing the value of generative AI: 2^nd edition draws on insights from a global survey of 1,100 executives at organizations with more than $1 billion in revenue across 14 countries and 11 industries and sectors.

The report reveals that generative AI is increasingly integrated into organizations, causing changes in operational paradigms. Over the past year, adoption of generative AI has grown across all sectors, and most organizations embrace generative AI among their employees, with only 3% enforcing a complete ban on publicly available generative AI tools in the workplace.

Those organizations that have already adopted generative AI are experiencing benefits, including improved operational efficiency, enhanced customer experience, and increased sales.  

On average, organizations have seen a 6.7% improvement in customer engagement and satisfaction in the areas in which generative AI has been piloted or deployed. As a result, businesses are adjusting their strategic approaches and exploring innovative ways to harness generative AI’s capabilities.

The report also looks at AI agents and the potential they have to transform automation and productivity across sectors. AI agents, once supportive tools, now operate autonomously and can perform tasks independently. The majority of organizations (82%) plan to integrate them within 1-3 years, trusting them for tasks like email generation, coding, and data analysis. Organizations planning to implement AI agents should establish safeguards to ensure transparency and accountability for AI-driven decisions.