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

(thedailyadda.com)
418 points speckx | 2 comments | 21 Aug 25 15:36 UTC | HN request time: 0.429s | source
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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.

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butlike ◴[21 Aug 25 16:41 UTC] No.44974860[source]▶
How can you double-check the work? Also, what happens when the AI transcription is wrong in a way that would have terminated the employee. You can't fire a model.

Finally, who cares about millions saved (while considering the above introduced risk), when trillions are on the line?

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throitallaway ◴[21 Aug 25 16:41 UTC] No.44974870[source]▶
I presume they're not using these notes for anything mission or life critical, so anything less than 100% accuracy is OK.
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1. butlike ◴[21 Aug 25 16:43 UTC] No.44974894[source]▶
I disagree with the concept of affluvic notes. All notes are intrinsically actionable; it's why they're a note in the first place. Any note has unbounded consequence depending on the action taken from it.
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2. wredcoll ◴[21 Aug 25 17:01 UTC] No.44975183[source]▶
You're being downvoted, I suspect for being a tad hyperbolic, but I think you are raising a really important point, which is just the ever more gradual of removing a human's ability to disobey the computer system running everything. And the lack of responsibility for following computer instructions.

It's a tad far-fetched in this specific scenario, but an AI summary that says something like "cancel the subscription for user xyz" and then someone else takes action on that, and XYZ is the wrong ID, what happens?