The Power of AI in Companies: Beyond Expectations

Artificial intelligence (AI) is no longer just a trend and is becoming a fundamental tool in business management. But how exactly can it help a company? At Wharton, experts have made it clear that GenAI (generative AI) is transforming the way we make decisions and manage businesses. Here are some keys to what is happening and how to take advantage of it.

GenAI and decision making*

The greatest strength of generative GenAI lies in its ability to process enormous amounts of unstructured data, such as emails or reports. This allows us to make informed decisions, based on data that previously went unnoticed. Imagine being able to extract key insights from thousands of emails or projects in tools like Jira. With AI, it's no longer a fantasy.

Reimagined strategic planning*

To plan strategically, AI can analyze patterns and data that we alone could not process so quickly. This is especially useful when we need to allocate resources or define where to invest. AI provides us with a clear picture of the competitive landscape and helps us understand where we can innovate. It's like having a crystal ball, but based on facts.

Tangible improvements in customer service*

Pioneering companies are using AI to automate processes and improve customer service. For example, some have automated more than 60% of their support interactions, saving thousands of working hours. This allows them to focus on what really matters: the interactions that require the human touch. How much time could we save if we let AI do the routine?

Learn at your own pace*

Another advantage is that AI makes it possible to personalize learning at the business level. This means that employees can train on their own terms, adapting their processes to what they really need. The flexibility it offers is a dream come true for any company that values the constant growth of its team.

It's Not All Automatic: A Tailored Adoption Curve

The most cautious companies are progressing gradually. Instead of applying AI to all processes, they start with the simplest, such as creating document summaries. This approach allows you to safely learn and understand what works before implementing more complex solutions.

Challenges: The “Hallucination” Problem

Like any technology, AI has its challenges. One of the main ones is “hallucination”, where poorly trained data generates incorrect or biased results. This is where humans come on the scene: the key is to maintain a balance between AI and human oversight to ensure that decisions are accurate and reliable.

The future promises even more

Advances in AI don't stop there. Imagine being able to translate common questions from your team into complex database queries. Questions such as “What were our sales last quarter?” can be answered instantly just by asking a query in natural language. This isn't science fiction—it's the next step in business management.↑

What about customer experience?

All of the above sounds impressive, but at woku, we know that the most important thing is what AI can do to improve the customer experience. With our approach, we help companies automatically process reviews and comments, something that can be a headache if done manually. The AI we implement allows us to analyze open data and transform it into actionable insights to improve products, services and the relationship with customers. Not only does this streamline decision-making, but it does so in a way that doesn't require technology experts to understand the results.

With tools such as those we offer at woku, artificial intelligence becomes an ally to better understand what your customers really think and how to act accordingly. It's the power of AI, but applied directly and usefully to what really matters: the customer experience.

References -

• Parameshwaran, S. (2024). How Early Adopters of Gen AI Are Gaining Efficiencies. Knowledge at Wharton. https://knowledge.wharton.upenn.edu/article/how-early-adopters-of-gen-ai-are-extracting-efficiencies/