Press Release

Capgemini, a global leader in consulting, technology and outsourcing services, has today announced the findings of “Turning AI into concrete value: the successful implementers’ toolkit”, a study of nearly 1,000 organizations with revenues of more than £400m that are implementing artificial intelligence (AI), either as a pilot or at scale.

The research both counters fears that AI will cause massive job losses in the short term, as 83% of firms surveyed say AI has generated new roles in their organizations, and highlights the growth opportunity presented by AI: three-quarters of firms have seen a 10% uplift in sales, directly tied to AI implementation.

The report, which surveyed executives from nine countries and across seven sectors, found that four out of five companies (83%) have created new jobs as a result of AI technology. It also found that specific to the telecoms sector, 86% of companies have seen new jobs created as a result of AI implementation.

According to the study:
• 93% of senior executives in the telecoms space think that AI will increase efficiency and effectiveness in their organisations
• 79% of telecoms organisations have already seen a 10% uplift in sales, directly tied to AI implementation
• When asked about the functional areas they believe to have benefitted from AI implementation, the highest number of senior executives in telecoms (25%) said customer service, followed closely by finance (21%)

However, the research indicates that many organizations have yet to align their AI investments with business opportunities. In the hands of the technologists, businesses are prioritizing challenging AI projects and missing lower hanging fruit.

More than half (58%) are focused on “need to do” implementations, or those that are high complexity/high benefit projects like customer service issues, while only 46% are deploying “must do” AI implementations with low complexity/high benefit. If firms tackled both problems simultaneously, they could see higher business benefits. For instance, those implementing a large number of “must do” use cases are able to reduce churn by up to 26% on average.

Ron Tolido, Chief Technology Officer for the Insights & Data Practice at Capgemini, said, “AI has the capacity to revolutionize every business in every market sector; its potential is broad and unlimited. However, we are seeing a large contrast between those who are rolling out applied AI solutions at scale and reaping tangible business benefits, versus those who are simply trialing the technology.

It’s also quite revealing that organizations are focusing more of their efforts on the more complex AI projects and missing out on simpler projects that could drive quicker returns. Organizations, especially those not yet implementing AI at scale, should focus on those low-complexity, high benefit projects to quickly and better leverage the power of AI.”