←back to thread

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

(thedailyadda.com)
418 points speckx | 1 comments | 21 Aug 25 15:36 UTC | HN request time: 0s | source
Show context
jawns ◴[21 Aug 25 16:36 UTC] No.44974805[source]▶
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 using AI to transcribe and write these summaries. Not only are the summaries better than those produced by our human agents, they also free up the human agents to do higher-value work.

It's not sexy. It's not going to replace anyone's job. But it's a huge, measurable efficiency gain.

replies(39): >>44974847 #>>44974853 #>>44974860 #>>44974865 #>>44974867 #>>44974868 #>>44974869 #>>44974874 #>>44974876 #>>44974877 #>>44974901 #>>44974905 #>>44974906 #>>44974907 #>>44974929 #>>44974933 #>>44974951 #>>44974977 #>>44974989 #>>44975016 #>>44975021 #>>44975040 #>>44975093 #>>44975126 #>>44975142 #>>44975193 #>>44975225 #>>44975251 #>>44975268 #>>44975271 #>>44975292 #>>44975458 #>>44975509 #>>44975544 #>>44975548 #>>44975622 #>>44975923 #>>44976668 #>>44977281 #
1. hobs ◴[21 Aug 25 16:42 UTC] No.44974876[source]▶
That is a good thing, but that's also just a training gap - I worked with tech support agents for years in gigantic settings and taking notes while you take an action is difficult to train but yields tangible results, clarity from the agent on what they are doing step by step, and builds a shared method of documenting things that importantly focuses on the important details and doesn't miss a piece which may be considered trivial by an outsider but (for instance) defines SOP for call escalation and the like.