1. Top generative AI use cases identified by senior executives for 2024 deliver near-term benefits and have lower implementation time and risk.
2. Prioritized use cases include improving customer service, increasing software and content productivity, and driving process efficiencies through automation.
3. Google Cloud offers tools such as Vertex AI with state-of-the-art models like Gemini, PaLM 2, Imagen, and Codey, as well as features like Vertex AI Search and Conversation for building gen AI applications for various functions such as customer service modernization, website modernization, product cataloging, developer efficiency, and internal efficiencies.
In a survey of senior executives from leading companies, the top generative AI use cases for 2024 were identified as improving customer service, increasing productivity in software and content development, and driving process efficiencies through automation. These use cases were prioritized for their near-term benefits and lower implementation risk. Code samples and best practices were created to help organizations quickly get started on Google Cloud.
Customer service modernization involves boosting productivity for representatives, improving customer analytics, and increasing deflection rates. Generative AI can support customer service agents by synthesizing answers from knowledge bases and summarizing conversations, while analysts can personalize customer experiences and improve deflection rates with auto-generated responses.
Gen AI use cases for website modernization include enhancing content generation and navigation to improve customer engagement. Organizations can implement search capabilities, conversational agents, recommender systems, and website localization using generative AI to enhance digital experiences.
Product cataloging can be accelerated with gen AI, shortening the process of adding new products to a catalog from weeks to hours or days. Development teams can improve efficiency with gen AI by automating tasks such as code generation, vulnerability scanning, and release planning efforts.
Generative AI can also be applied to internal inefficiencies in areas such as accounts payable, human resources, procurement, travel bookings, compliance processes, and sales and marketing. Conversational agents and AI applications can help employees process information from enterprise systems efficiently, saving time and allowing for more valuable work to be done.
Google Cloud’s Vertex AI platform offers state-of-the-art models for building gen AI applications, with capabilities such as multimodal search, conversational agents, and integration with business applications like Salesforce. The platform enables organizations to develop and deploy production-ready AI applications on scalable infrastructure with enterprise-grade security.