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

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.

At work we've tried AI summaries for meetings, but we spent so much time fixing those summaries that we started writing our own again.

Is there some training you applied or something specific to your use case that makes it work for you?

Unless a case goes down the legal road, nobody is ever bothering to read old call summaries in a giant call center.

When was the last time you called a large company and the person answering was already across all the past history without you giving them a case number first?