1234 - Avion - Us Ai Institute Gen Ai Use Cases

The
Generative
AI Dossier
A selection of high-impact use cases
across six major industries
By Deloitte AI Institute
About the Deloitte AI Institute
The Deloitte AI Institute™ helps organizations connect all the different dimensions
of the robust, highly dynamic, and rapidly evolving Artificial Intelligence ecosystem.
The AI Institute leads conversations on applied AI innovation across industries, with
cutting-edge insights,to promote human-machine collaboration in the “Age of With™.”
The Deloitte AI Institute aims to promote the dialogue and development of AI,
stimulate innovation, and examine challenges to AI implementation and ways
to address them. The AI Institute collaborates with an ecosystem composed of
academic research groups, start-ups, entrepreneurs, innovators, mature AI product
leaders, and AI visionaries to explore key areas of artificial intelligence including risks,
policies, ethics, the future of work and talent, and applied AI use cases. Combined
with Deloitte’s deep knowledge and experience in artificial intelligence applications,
the Institute helps make sense of this complex ecosystem, and as a result, delivers
impactful perspectives to help organizations succeed by making informed AI decisions.
No matter what stage of the AI journey you are in: whether you are a board member
or a C-Suite leader driving strategy for your organization—or a hands-on data
scientist bringing an AI strategy to life—the Deloitte AI Institute can help you learn
more about how enterprises across the world are leveraging AI for a competitive
advantage. Visit us at the Deloitte AI Institute for a full body of our work, subscribe
to our podcasts and newsletter, and join us at our meet-ups and live events. Let’s
explore the future of AI together.
www.deloitte.com/us/AIInstitute
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Introduction
The advent of Generative AI has delighted and surprised the world, throwing open the As with any type of AI, there are potential risks. We use Deloitte’s Trustworthy AI™
door to AI capabilities once thought to be still far off in our future. With a remarkable framework to elucidate factors that contribute to trust and ethics in Generative AI
capacity to consume and generate novel outputs, Generative AI is prompting excitement deployments, as well as some of the steps that can promote governance and risk
and stimulating ideas around how this type of AI can be used for organizational benefit. mitigation. Trustworthy AI in this respect is: fair and impartial, robust and reliable,
Far more than a sophisticated chatbot, Generative AI has the potential to unleash transparent and explainable, safe and secure, accountable and responsible, and
innovation, permit new ways of working, amplify other AI systems and technologies, and respectful of privacy.
transform enterprises across every industry.
To be sure, this collection of use cases is just a sample among myriad other applications,
This compendium highlights 60 of the most compelling use cases for Generative AI across some of them yet to be conceived. As Generative AI matures as a technology and
six major industries: organizations move forward with using it for business benefit, we will likely see even more
impressive and compelling use cases. The applications highlighted here can help spark
• Consumer (which includes Consumer Products, Retail, Automotive, Lodging,
ideas, reveal value-driving deployments, and set organizations on a road to making the
Restaurants, Travel, and Transportation)
most valuable use of this powerful new technology.
• Energy, Resources, and Industrial (ER&I)
• Financial Services (FSI)

Nitin Mittal Costi Perricos
• Government & Public Services (GPS) Global Generative Global Office of
• Life Sciences & Health Care (LSHC) AI Leader Generative AI Leader
Deloitte Consulting LLP Deloitte UK
• Technology, Media, and Telecommunications (TMT)
Lynne Sterrett Deborshi Dutt
For each of these industries, we explore Generative AI use cases that can address
US Generative AI Market US AI Strategic Growth
enterprise challenges in new ways, permit more and greater capabilities across business
Activation Leader Offering Leader
functions, and deliver advantages in efficiency, speed, scale, and capacity.
Deloitte Consulting LLP Deloitte Consulting LLP
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Six key modalities
One of the primary differences between more traditional AI and Generative AI is that the latter can create novel output that appears to be generated by humans. The
coherent writing and hyper-realistic images that have captured public and business interest are examples of Generative AI models outputting data in ways once only
possible with human thought, creativity, and effort. Today, Generative AI models can create outputs in six key modalities.
Text Code Audio Image Video 3D/Specialized

Written language outputs Computer code in a Much like textual outputs, Textual or visual prompts Similar to imagery, From text or two-
presented in an accessible variety of programming audio outputted in lead the model to create Generative AI models dimensional inputs (e.g.,
tone and quality, with languages with the natural, conversational, images with varying can take user prompts images), models can
details and complexity capacity to autonomously and even colloquial degrees of realism, and output videos, with extrapolate and generate
aligned with the user’s summarize, document, styles with the capacity variability, and “creativity.” scenes, people, and data representing 3D
needs. and annotate the code for to rapidly shift among objects that are entirely objects.
human developers. languages, tone, and Examples include fictitious and created by
Examples include degrees of complexity. simulating how a product the model. Examples include creating
summarizing documents, Examples include might look in a customer’s virtual renderings in an
writing customer-facing generating code from Examples include home and reconstructing Examples include omniverse environment
materials, and explaining natural language Generative AI-powered an accident scene to assess autonomously generating and AI-assisted prototyping
complex topics in natural descriptions and call centers and insurance claims and marketing videos to and design in a purely
language. autonomously maintaining troubleshooting support liability. showcase a new product virtual space.
code across different for technicians in the field. and simulating dangerous
platforms. scenarios for safety
training.
By understanding these modalities, organizations are empowered to think through and better understand the kinds of benefits Generative AI could permit. For each use case
described in this dossier, there may be more than one value-driving modality. A chatbot text output could be presented as simulated audio; a generated image could be extended into a
video. Ultimately, the Generative AI use case and the value the organization seeks will determine which output modalities can contribute the greatest advantages and outcomes.
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Broad categories of value capture from Generative AI
The value that Generative AI use cases can enable can be conceived across six dimensions: cost reduction, process efficiency, growth, innovation, discovery and insights,
and government citizen services. To be sure, a single use case can drive more than one value capture, but to help paint the vision for how Generative AI can be used to
move the needle on competitive differentiators and operational excellence, the use cases described in this dossier are each associated with a primary value capture.
Co
Cost reduction udio de Government
A
citizen services
Reduce cost, typically by 30%
or greater, primarily through
Increase accuracy of various
automating job functions
federal and local programs
and then undertaking job
pecialized
and create easier access for
substitutions
at-risk populations
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Value capture
Process efficiency Accelerating
3D/S innovation
Create process efficiencies
through automating standard Increase the pace of new
tasks and reducing manual product or new service
interventions Growth Vi New discovery development and speedier
de t
o T ex and insights go-to-market
Increase revenue generation
through hyper-personalized Uncover new ideas, insights,
marketing for target customers and questions and generally
unleash creativity
5
What is inside
Consumer Government
7 & Public Services
75
Energy, Resources Life Sciences

& Industrials & Health Care
29 97
Financial Services Technology,

52 Media &
Telecommunications
120
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01
02
03
The Consumer 04
Generative AI Dossier 05
06
03
7
The Consumer Generative AI Dossier
01
Generative AI has already Among Generative AI’s exciting capabilities find the right answers when they are needed,
seized the imagination of the for the consumer industry is the ability to and understand their market at a level of 02
consumer. The public release of automatically create compelling content on granularity and speed that was previously
models that can convert text to images demand and at scale. With Generative AI- unachievable. All of this moves toward improved
03
or respond coherently to user prompts created text, images, marketing campaigns, decision-making that drives greater cost
captivated and even startled many. As product offerings, and more, businesses can avoidance, labor efficiency, positive customer
the Generative AI marketplace grows, hyper-personalize customer engagement across interactions, and measureable ROI. 04
consumers are increasingly exposed to a multitude of markets and channels. There
Generative AI-enabled search, educational are also emerging opportunities for improving Today, Generative AI is beginning to be built into
tools, and a range of free and paid services. business operations and meeting enterprise the technology solutions that run consumer 05
For businesses in the consumer industry, goals. The rapid tempo of decision making in the businesses. As it becomes more accessible,
Generative AI holds vast potential for consumer industry demands faster analysis of companies will continue exploring the potential
improving and enhancing interactions, enterprise data, including structured information use cases and deployments that can drive top-
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from helping consumers understand and (e.g., sales) and unstructured information (e.g., line and bottom-line benefits. Looking ahead,
find the products they need to accessing customer feedback and design trends). Given when Generative AI is combined with human
better, more real-time support to the scale of the data, as well as the reality that oversight and governance, as well as other
promoting brand loyalty. data is sometimes siloed or geographically complementary technologies (e.g., traditional
dispersed, Generative AI can help business machine learning), it will likely sit at the core of
users more rapidly and easily query datasets, consumer businesses.
Today, Generative AI is beginning to be built into the

technology solutions that run consumer businesses. 8
Marketing content assistant How Generative AI can help

Next-gen content generation
01
(Content Generation) With Generative AI, the enterprise can create

product descriptions, imagery, video, and more 02
much faster and more consistently than with
Generative AI can be used to enable Issue/opportunity existing tools and processes.
the creation of efficient, consistent, Companies face a significant challenge in
Personalization at scale
03
and personalized content across a range managing and optimizing marketing content.
Generative AI models can draw from multimodal
of modalities. With hundreds of websites for brand
data (e.g., text, image, geospatial data) to create
portfolios, each in dozens of languages, personalized and contextually relevant content. 04
companies struggle to allocate enough time The model can be used to catalog content and
and resources to create customer group- adapt content and user flow based on language,
specific product descriptions, images, video, region, and customer behavior trends. 05
and even audio. Enterprises also wrestle with
Assisting compliance
consistency across descriptions, imagery, Due to the consistency Generative AI enables
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ads, and other media, and the materials may
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not always be optimized for the necessary factors, the enterprise can enhance regulatory
purposes (e.g., product descriptions for compliance for materials across different
geographies, cultures, and topics.
pecialized
search versus e-mail). Companies need

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a method to provide a seamless and

personalized brand experience across
3D/S
GROWTH
different ecosystems and touchpoints.
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Marketing content assistant

01
Managing risk and promoting trust

02
Reliable Fair and impartial
While tasked with producing superior Biases in the data (e.g., due to incomplete
marketing materials, Generative AI systems datasets) could lead to unequal quality of
03
may invent inaccuracies, which will lead content in the face of different geographical
to poorer customer engagement and or cultural factors.
outcomes. 04
05
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Potential benefits
Catering to the customer Revenue growth Cost efficiency

By tailoring content and the user experience based on Personalized content can promote higher engagement, Using Generative AI for content creation allows the
language, region, and customer preferences, the traffic, and conversions through tailored and relevant enterprise to develop and maintain content at scale
enterprise can drive customer satisfaction and loyalty. marketing experiences. without the costs associated with commensurate
human labor.
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Planning for promotions How Generative AI can help

Supporting employees
01
(Reimagined Trade Promotions) Generative AI can be used to prepare negotiation

materials by combing through older campaigns 02
or deals, sorting the relevant information, and
Generative AI can be used to prepare Issue/opportunity generating suggestions. This helps equip the
promotion plans, negotiation materials, When it comes to planning and negotiating human employee with materials like pre-works
(e.g., consolidated material from prior years) and
03
pre-works, and pitch-decks. trade promotions, Consumer Packaged Goods
pitch-decks, supporting their negotiations.
(CPG) organizations draw from a multitude of
data sources and there is often not enough time Predicting outcomes 04
to filter through all relevant information. What Generative AI can help optimize trade shelf
is needed is a way to more rapidly consult data spacing and investment allocation by predicting
sources to enhance trade pricing negotiations outcomes and conducting scenario building 05
and storytelling. It can also be used to build
by predicting outcomes, customizing
scenarios with cultural customizations for
strategies, and tailoring selling stories. At negotiation processes with retailers.
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the same time, there is also a challenge in
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understanding complex transactional data from Optimization support
retailers, which holds valuable insights for the With Generative AI, users can rapidly analyze
EPOS data and transactional information to
pecialized
design of successful promotion plans (i.e., what,

provide insights that help optimize the design
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where and how to promote). of promotional programs, setting the right price
NEW DISCOVERY
points, promotion mechanics, and anticipating
3D/S
AND INSIGHTS
sales uplift to inform production processes of the
expected demand.
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Planning for promotions

01

02
Security Fair and impartial
Because price, margin information, and The data used to train and fuel the model
negotiation strategies are consumed by the may be dated, leaving new target groups
03
model, it must be secured to prevent the and small-but-growing customer segments
leakage of sensitive commercial data. potentially underrepresented. As a result of this
latent bias, the model may be challenged to provide 04
commensurate accuracy for all groups and segments.
05
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Potential benefits
Driving efficiency Trade promotion effectiveness Data-driven decision making

By using Generative AI to augment preparing and Leveraging Generative AI can help improve allocation Using Generative AI to create materials for trade
sorting materials, the organization promotes efficiency of resources across price, promotion, and negotiation negotiations enables human workers to access
in trade promotion processes. strategies. much more information and make more informed, data-
driven decisions.
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Product design assistant How Generative AI can help

A creative aid
01
(Rapid Prototyping) Generative AI can be integrated with CAD and

other software to assistant the design process 02
of new prototypes and products. This can help
Accelerate the product prototyping Issue/opportunity creative thinking, brainstorming, and out-of-the-
lifecycle by creating new concepts and high- Traditionally, product development is a box thinking.
03
fidelity virtual prototypes with the help of time-intensive process, and from hundreds
Trends for innovation
Generative AI. of options, just one idea is commercialized.
Generative AI can be a collaborative assistant by
The challenge is in part overcoming human drawing from consumer trend analysis to help 04
limitations in generating diverse and innovative inform creative concepts and products.
ideas, facilitating cross-industry inspiration,
and streamlining concept testing processes. 05
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ACCELERATING
3D/S
INNOVATION
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Product design assistant

01

02
Reliable Responsible
While virtual prototyping can accelerate There remain legal questions around the
the iteration process, a Generative intellectual property rights for outputs
03
AI assistant may propose prototype created with Generative AI. Ownership
designs that are sound in a virtual space but infeasible rights, attribution, and the protection of designs can
from the standpoint of real-world fabrication and become complex when Generative AI is involved in the 04
regulatory compliance. creative process.
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Potential benefits
Cost reduction Increased innovation Speed to market

By reducing the need for extensive market research More rapidly generating diverse and unconventional Leveraging Generative AI can accelerate the
and concept testing, the enterprise can save resources, ideas in greater volume expands the creative ideation and concept testing phases, enabling faster
time, and money across the prototyping process. possibilities for new product development. product development and launch.
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Strike an AI pose How Generative AI can help

Customization and realism
01
(Artificial Model Agency) Generative AI can be used to create a range

of artificial models, with customizable features 02
that can promote diversity and uniqueness.
Generative AI can create video Issue/opportunity These artificial models can exhibit a high degree
and still images to more efficiently The model industry requires significant of realism, giving consumers more immersive
experiences with a greater ability to envision the
03
showcase products to a more diverse coordination among agencies, actors,
products that interest them.
set of people. photographers, and other professionals. Agencies
may sometimes struggle to find models with Time and cost efficiency 04
a specific look or voice, and it may also be Generative AI can automate the generation
challenging for agencies to communicate their of models by using pictures of one model and
ideas to models and even to the audience. The transferring it to many other models, reducing 05
the need for manual creation from scratch.
overall process can suffer from inefficiency,
limited capacity for customization or variation, Adaptability in style and aesthetics
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limited diversity, high costs, and issues around
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intellectual property and licensing. art style, period, or cultural reference, Generative
AI can be used to adapt artificial models to
specific design requirements. Agencies can also
pecialized
provide feedback on generated models to help

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the Generative AI application refine and improve

ACCELERATING
its outputs.
3D/S
INNOVATION
Driving diversity
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diverse and inclusive representations.
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Strike an AI pose
01

02
Transparency Responsible
The enterprise should consider the ethics The Generative AI system is trained on the
of portraying a digital output as data and likeness of human models, which
03
authentically human. Suggest weighing raises important ethical and intellectual
the degree to which customers should understand property considerations regarding consent, privacy,
they are not observing a real person, as that could have and representation. 04
implications for customer trust in how the product looks
in person, and ultimately, trust in the company itself.
05
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Potential benefits
Model customization Scale on demand

A more tailored and diverse use of AI-generated models Leveraging Generative AI to create artificial models
to showcase products may better attract customer allows the enterprise to quickly adapt showcasing to
interest and sales. changing market conditions and customer needs. It can
achieve this at scale, across markets and geographies,
while also ensuring consistent quality and speed.
16
Data access for all How Generative AI can help

Greater access to insights
01
(Data-Empowered Business Users) A Generative AI system can help stakeholders

across all business functions better understand 02
the consumer by simplifying data mining
Generative AI can help guide business users Issue/opportunity and analysis with user-friendly interfaces
to key insights in consumer behaviors by Everyone in the business should be consumer- and natural language queries. This allows
users to ask questions relevant to their work
03
enabling them to combine data from various focused, but while the marketing function
and extract actionable insights without
sources through natural language queries may have access to customer data, business
compromising functionality.
and summarizing issues to action without stakeholders in product design, trading, 04
needing the help of dedicated analysts. retail operations, supply chain, and other Bringing down data barriers
functions may only encounter slices of The system can aggregate data from various
customer information. Currently, enterprises sources and domains (e.g., purchasing 05
patterns, customer service, website and
need dedicated analysts to pull SQL queries
browsing data, marketing campaign
to curate data for decision making, which response) to provide comprehensive insights
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creates an expertise barrier to use AI the
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advantages of AI. Data is held across different silos, the system can automatically identify
silos, and existing interfaces are only built to outliers and summarize issues to guide decision-
makers to areas requiring attention.
pecialized
answer pre-populated questions. The result is

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that most business users cannot fully leverage

PROCESS
the enterprise’s models and data, and cross-
3D/S
EFFFICIENCY
functional insights are challenging to identify.
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Data access for all

01

02
Security Reliable Explainable
The Generative AI model is exposed to For business users to make confident Business users require sufficient
sensitive and proprietary enterprise data, decisions informed by Generative AI, they context to interpret consumer data, and
03
which creates a risk of potential data need to be able to trust the outputs. To this whereas analysis conducted by a data
leakage. To mitigate this risk, the enterprise may look end, data inputs need to be accurate and up-to-date, expert inherently contains a level of “human in the loop”,
to restricting data access to the Generative AI provider, and outputs should be validated and monitored. when using a Generative AI model, business users need 04
as well as carefully determining which consumer data the capacity to understand context and outputs.
should be exposed to the model.
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Potential benefits
Agile decision-making Time and resource efficiency

Business users are empowered to make more informed Simplifying data access and analysis for business
decisions about product launches, sales, and other users can accelerate time-to-insight without additional
customer-related initiatives both quickly and efficiency. burdens on data analysts and the technical workforce.
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Seeing is believing How Generative AI can help

Accurate style transferring
01
(Virtual Try-On) By analyzing images or videos of the

customer and the desired style, Generative AI 02
can create realistic representations of how the
Generative AI can be used for style Issue/opportunity clothing or product would look in the real world.
transferring, which allows consumers to In the clothing and make-up industry, consumers
Virtual mix-and-match
03
see a digital rendering of clothes and other typically try on products to determine whether
Generative AI allows customers to more easily
products on their own bodies, in their they want to purchase and keep it. Yet, this
explore a wider range of style options, clothing
homes, and elsewhere. traditional method of selecting products is combinations, and accessories. 04
challenged by online shopping, where the
consumer relies on pictures and product Greater personalization
descriptions to inform their decision. This can By considering factors such as body shape, 05
skin tone, and personal style, Generative AI
lead to high return rates and affiliated costs to
can suggest suitable products that align with
the company, as well as customer dissatisfaction. the customer’s preferences.
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COST
3D/S
REDUCTION
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Seeing is believing
01

02
Privacy Transparency Fair and impartial
By working with and augmenting consumer When consumers input an image of If the training set is unbalanced and
photos and videos, the model is exposed themselves or their surroundings, they therefore biased, renderings for virtual
03
to sensitive or personally identifiable need to understand how that media is used try-ons may be more accurate or
information, which is subject to privacy regulations by the enterprise, how consumer-machine interactions realistic for one demographic group over another,
and standards. Leveraging Generative AI for style are tracked and recorded, and whether there are any potentially impacting customer satisfaction and 04
transferring requires the enterprise to ensure user data privacy risks to the consumer when using the style regulatory compliance.
is safely stored, transferred, and used. transferring application.
05
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Potential benefits
Customization for the customer Reduced return rates Simpler sales Trend analysis and insights
Catering to the customer buying When customers can better see Making it easier to choose which Generative AI can be used to analyze
experience with a simpler way to and imagine how a product looks product to buy by virtue of a simpler data from virtual try-on experiences to
explore product offerings promotes before making a purchase, it helps method for exploring options can gather insights on customer preferences,
customer satisfaction. reduce the likelihood of mismatched support sales growth. popular styles, and emerging trends.
expectations, product dissatisfaction,
and returns. 20
Code assist for developers How Generative AI can help

Offloading lower-level work
01
(Augmented Developer) Generative AI can augment the completion of

repetitive tasks, such as the deployment and 02
maintenance of code across different platforms
Generative AI can be used to supplement Issue/opportunity (e.g., iOS, Android, webapps).
the work of software developers by helping To give customers a seamless digital experience,
A developer assistant
03
create and maintain multiple applications enterprises are challenged to develop
Generative AI can be used in the development of
and platforms. and maintain applications across different
the code itself, serving as a assistant supporting
platforms. Yet, developers and other high-skilled software developers in writing and maintaining 04
professionals are in high demand and short code. It can also promote consistency across
supply. To overcome the talent gap, Generative platforms and applications, such as by converting
AI can be used to supplement a developer’s functional code to different environments. 05
effort by automating aspects of code creation
and maintenance so the developer can focus
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on more complex code writing and validating
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Generative AI outputs.
pecialized
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ACCELERATING
3D/S
INNOVATION
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Code assist for developers

01

02
Security Reliable
Code created with Generative AI may Generative AI is susceptible to errors,
include vulnerabilities that may be and when using it for development tasks,
03
difficult to identify during development human validation is necessary to mitigate
and even after deployment. Given the importance of the risk of bugs or vulnerabilities in code as it is created
cybersecurity, enterprises need to ensure generated and maintained for multiple applications. 04
code does not introduce security risks.
05
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Potential benefits
Efficient deployments Digital consistency

Using Generative AI can help developers efficiently Using Generative AI helps developers maintain a
deploy and maintain code across platforms. consistent experience across multiple platforms by
ensuring each environment functions at the same level
of quality, thanks to automation (e.g., code conversion)
that augments developer capacity and capabilities.
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Customer support on demand How Generative AI can help

A conversational agent
01
(Customer Assistant) Generative AI can enable new ways of engaging

with customers, using speech-to-text and 02
natural language inputs to generate empathetic
Generative AI-enabled virtual agents Issue/opportunity and personalized conversations for aftersales
can improve the customer experience After purchase, customers may seek information support and handling customer complaints.
03
by providing real-time, personalized or support around a product or service. While
Better use of human capital
support and creating new ways of traditional call centers have implemented some AI
Because Generative AI can provide instant,
interacting with customers. capabilities to automate responses to customer personalized responses to customer queries, 04
inquiries, the automation is often limited in its offer relevant solutions, and engage in
capacity to interpret customer questions and conversations, customers can gain faster
respond in a conversational and helpful way. The response and resolution, and organizations can 05
free up human agents to focus on more complex
need is to accurately and proactively respond
customer issues.
to customer inquiries and online trends in an
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efficient and effective manner.
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COST
3D/S
REDUCTION
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Customer support on demand

01

02
Reliable Transparency
The quality and accuracy of customer Customers should have the opportunity
interactions impacts the customer to gain a clear understanding of what
03
experience and brand impression. If a the model can and cannot do, and to
Generative AI-enabled customer assistant fails to promote transparency and positive engagements,
provide accurate and personalized advice or product enterprises should set customer expectations for the 04
instructions, it could degrade (rather than enhance) virtual assistant.
the quality of the customer interaction.
05
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Potential benefits
Enhanced customer experience Increased efficiency

Providing personalized and accurate support, By integrating Generative AI to automate aspects
guidance, and troubleshooting supports a of customer engagement, a larger volume of
positive brand reputation and improved customer customer interactions can be accomplished
relationships and loyalty. simultaneously, improving response times, driving
customer satisfaction, and with the capacity to scale
with customer demand. 24
A virtual shopping assistant How Generative AI can help

Hyper-personalized recommendations
01
(Product Recommendations) Based on customer input and preferences, Generative

AI can generate tailored recommendations, making 02
the buying process more personalized and convenient.
Generative AI can be used to create Issue/opportunity In addition, the interactive and iterative approach to
personalized product recommendations Suggesting the right products to customers product recommendations that Generative AI enables
can yield more targeted suggestions than current
03
based on customer preferences can dramatically increase sales, and hyper-
search engine capabilities.
and behavior. personalized product recommendations
are often the most effective at driving a Image as input/output 04
sale. Data-based product recommendations Consumers can enter an image of preferred styles
are already possible today, but they often (e.g., a celebrity in a designer outfit), and the
lack a conversational, natural language tone. Generative AI model can output product identification 05
and recommendation based on the image.
What is more, recommendations may lack a
hyper-personalized quality as they are based
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on broader customer segments and purchase
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history, as opposed to individual customer
search criteria and feedback.
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A virtual shopping assistant

01

02
Fair and impartial Privacy
Latent bias in training and testing The model may be exposed to customer
data may lead the model to express a data throughout the course of an
03
preference toward some products or interaction, and that personal information
product combinations when making recommendations. may be subject to regulatory protections. Important
Ongoing monitoring, data updates, and human considerations include how the customer data is 04
validation can contribute to continuous improvement stored, transferred, and used, as well as how the data
and bias mitigation. is consumed and used by the model itself.
05
06
Potential benefits
Enhanced customer experience Increased efficiency

Providing personalized and accurate support, By integrating Generative AI to automate aspects
guidance, and troubleshooting supports a of customer engagement, a larger volume of
positive brand reputation and improved customer customer interactions can be accomplished
relationships and loyalty. simultaneously, improving response times, driving
customer satisfaction, and with the capacity to scale
with customer demand. 26
The Consumer Generative AI Dossier How Generative AI can help
Market intelligence
Next-level market intelligence Generative AI can help simulate market scenarios,

generate synthetic data to fill data gaps, predict
customer preferences based on existing patterns,
01
(Market Research) offer cross-cultural insights, aid in competitor analysis,

suggest compliance strategies, optimize market
02
entry costs, simulate brand perception scenarios,
By harnessing Generative AI’s capacity Issue/opportunity and provide demand forecasting to
to read and summarize vast amounts of When researching entry possibilities in new reduce uncertainties.
03
relevant material, companies can expedite markets or customer groups and identifying
Information synthesis
market research and gain concise insights for new target segments, enterprises face a variety
Generative AI enables rapid market research
effective decision-making in new markets. of challenges. Things like a lack of market data, by efficiently reading and summarizing extensive 04
unfamiliar customer preferences, cultural volumes of pertinent material, presenting the
and economic differences, competitive analysis information in a readily understandable format for
difficulties, regulatory complexities, high market research teams. 05
market entry costs, potential brand perception
Novel market segmentation
challenges, and uncertainties about demand AI-generated data may reveal new and previously
Co
and market acceptance all impact the speed and
06
dio de unidentified market segments within the target
Au
quality of market research. market. This can open up additional opportunities for
niche marketing and product customization.
pecialized
Richer personas
Im age
Rather than relying on basic surveys and focus

NEW DISCOVERY groups for understanding consumer likes and dislikes,
3D/S
AND INSIGHTS
Generative AI can identify specific customer preferences
and create detailed profiles. Using Generative AI, market
Vi research teams can even create fictional-yet-plausible
de xt
o Te customer personas based on the market’s unique
characteristics, helping the company better understand
their potential customers’ behavior and preferences. 27
Next-level market intelligence

01

02
Fair and impartial Reliable Responsible Transparency
Generative AI models may Given Generative AI’s While Generative AI can To trust the Generative
learn from biased datasets, potential to hallucinate complement market AI outputs, users require
03
leading to biased outputs inaccurate outputs, AI- research, it should not the ability to understand
that do not accurately represent the generated insights should be verified replace traditional research entirely, which samples and research methods
actual market. with real-world data and traditional as it may miss qualitative nuances were used to generate recommendations 04
research methods to ensure accuracy and human expertise. and insights.
and reliability.
05
06
Potential benefits
Cost-effective research Risk mitigation

Generative AI can reduce the costs associated By simulating market responses, CPG companies
with traditional market research methods by generating can identify potential risks and challenges in the
large datasets and simulating scenarios. new market before making substantial investments.
This helps reduce the chances of product failure and
financial losses.
28
01
02
03
The Energy, 04
Resources & Industrials 05
29
The Energy, Resources & Industrials Generative AI Dossier
01
Companies in the Energy, Historically, the ER&I industry has tended to take There is increasing pressure on companies in
Resources, & Industrials (ER&I) a conservative approach in embracing novel this industry to transition to more sustainable 02
industry face challenges technologies, owing to the investment required and environmentally friendly practices.
related to energy security, affordability, to access new benefits while mitigating new This pressure is exacerbated by the global
03
profitability, and the transition towards a risks. Consequently, companies may be hesitant shift towards renewables and the need to
cleaner and sustainable future. Adopting to become early adopters of Generative AI. Yet, diversify the energy mix. Generative AI may
Generative AI presents an attractive incumbent firms (particularly in construction, hold transformative potential in this regard. 04
opportunity to help address these critical mining, and energy production) may hold an For example, Generative AI is revolutionizing
areas. Integrating Generative AI across inherent advantage in this domain, as they resource exploration and extraction processes.
the industry can lead to cost avoidance, possess exclusive and proprietary data that can Resource-rich areas can be quickly identified by 05
operational efficiencies and resilience, and be used to finely calibrate Generative AI models capitalizing on vast amounts of geological and
reduced emissions. for specific requirements and value-driving geophysical data. As an example, Generative AI
use cases. This grants them the potential to could be employed by Oil and Gas companies
06
take a leading market position when leveraging to overcome the complex logistical challenges
Generative AI models. of offshore exploration. Synthetic seismic
data generation and generative modelling
of hydrocarbon reservoirs can optimize
There is increasing pressure on companies in this industry to

transition to more sustainable and environmentally friendly practices. 30
01
exploration efforts and increase resource Initiating the adoption of Generative AI at By embarking on the exploration and
extraction efficiency while limiting disturbance this juncture goes beyond merely gaining a implementation of Generative AI now, 02
to the surrounding environment. By optimizing competitive edge in the present. It also entails companies can acquire valuable insights,
energy usage, minimizing waste, and supporting establishing a foundation for future growth adapt to its nuances, and evolve alongside
03
the development of eco-friendly technologies, by investing in the workforce. Contemplating the advancing technology. This strategic
by automating certain parts of the design the ER&I industry’s future, Generative AI will approach will position organizations to
process, Generative AI can contribute to a likely assume a central role in optimizing and leverage the full capabilities of Generative 04
more sustainable and responsible approach to mitigating health and safety risks by generating AI as it reaches maturity.
resource extraction and industrial operations. worksite-specific safety training that replicates
real-world settings and critical scenarios. As 05
companies transition to the environmentally
sustainable business model, Generative AI could
develop real-time, bespoke training materials
06
that support workforce transition and adoption
of sustainable practices.
As companies transition to the environmentally sustainable business model,

Generative AI could develop real-time, bespoke training materials that support
workforce transition and adoption of sustainable practices. 31
Keeping the equipment healthy How Generative AI can help

Continuous improvement
01
(Asset Maintenance Planning) Generative AI can be used to reconcile lessons

learned from prior shutdowns, identify 02
opportunities for maintenance alignment, provide
Generative AI in asset maintenance Issue/opportunity planners with the information needed to challenge
planning can improve equipment uptime, In mining and oil and gas operations, assumptions on maintenance alignment, and
develop strategies to minimize the impact across
03
reduce maintenance costs, and enhance maintenance planning helps prevent premature
the system.
operational efficiency. equipment failure, costly repairs and
replacements, and extends the life of an asset. Optimal maintenance scheduling 04
Facing near- and long-term constraints and Generative AI helps optimize maintenance schedules
factors, maintenance plans and the subsequent by weighing operational factors (e.g., equipment
downstream processes can be changed to use, production requirements, and maintenance 05
costs), recommending the most efficient and cost-
align with production, in response to resource
effective schedules, and analyzing equipment use
availability, or because of unexpected events. and performance data to minimize downtime and
Co
Making maintenance plan alterations, however,
06
dio de maximize equipment availability.
Au
can be costly and labor intensive.
Simulation and optimization
Generative AI can simulate maintenance scenarios
pecialized
and evaluate the impact of maintenance strategies

Im age
on equipment performance, productivity, and

PROCESS
operational efficiency. This helps reveal the most
3D/S
EFFFICIENCY
effective maintenance approaches and optimizes
resource allocation for maintenance activities.
Vi
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Keeping the equipment healthy

01

02
Robust and reliable Accountable Safe and secure
Generative AI applications for asset There is no machine substitute for a human Generative AI models may struggle to
maintenance planning depend on the asset maintenance planners’ knowledge, account for the uncertainties inherent
03
quality of the data. Data that is incorrect, experience, and expertise. Overreliance in asset maintenance planning, like
incomplete, or is not representative of the current on AI-generated outputs without critical human review unexpected equipment failures or changing production
operational environment or maintenance practices may lead to important contextual factors and valuable requirements. Suboptimal or unrealistic Generative 04
can lead to a suboptimal and potentially inappropriate insights being overlooked. AI recommendations due to overfitting can lead to
maintenance plans that may even be detrimental to inaccuracies or poor performance when applied to real-
asset health management and future maintenance world maintenance scenarios. The degree of human 05
planning activities. intervention and oversight needed must be considered
in the design phase of the solution. This is especially
true in intricate operational constraints which may
06
prevent Generative AI from providing accurate and
feasible solutions.
Potential benefits
Proactive cost improvements Increased volume delivery Greater health and safety
Maintenance plans can be dynamically altered at Improved alignment of planned maintenance Optimal resource allocation, accommodation
different time scales in response to changes in upstream and production helps increase volume without management, and shutdown duration all support
plans, which not only helps minimize the impact of down compromising asset management strategies. occupational health and safety outcomes.
time but also maximize the use of available resources
for asset maintenance.
33
Expediting experiments How Generative AI can help

Streamline experimental process
01
and design Using Generative AI to determine the most

efficient experimental procedures for probing
or optimizing materials can streamline
02
(Materials Design) the experimental stages of development

by removing redundant experiments and
undertaking those that are cost and time
03
Generative AI empowers materials Issue/opportunity optimized.
designers to explore a wider design space, Developing new materials is challenging, costly,
optimize material properties, and expedite and time-consuming, and one reason is that High-entropy alloy (HEA) engineering 04
Traditional techniques for developing HEAs with
the discovery of new materials. the chemical space is vast and complex while
excellent physical, chemical, and mechanical
the number of chemically feasible molecules is properties are time-consuming and costly, 05
unknown. What is more, the materials discovery, making generative modelling a promising
development, and optimization process attracts alternative development pathway.
Co
different complexities at each stage, increasing 06
dio de
Au the time required to reach a final design.
pecialized
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ACCELERATING
3D/S
INNOVATION
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Expediting experiments and design

01

02
Security Responsible
Intellectual property or a competitive Companies should be mindful to identify
advantage could be compromised by and mitigate unintended negative
03
using Generative AI in materials design, as ramifications of materials designed
models trained on proprietary or sensitive data could with the support of Generative AI, such as long-term
potentially reveal valuable insights or design strategies environmental impacts from materials that cannot be 04
to competitors. manufactured in responsible and sustainable ways.
05
06
Potential benefits
Fueling innovation Bringing down costs Enabling discovery

Generative AI applications have the capability to Through efficiency savings and the rationalization Generative AI maximizes the likelihood of discovering
rapidly generate and prioritize a wide range of virtual and/or elimination of experiment consumables, the materials with superior properties by leveraging its
materials with diverse compositions and structures. organization can reduce development costs. ability to efficiently explore and navigate a vast design
This virtual screening process allows researchers to space of potential materials.
identify potential candidates for specific applications or
material properties much more quickly than traditional
experimental methods.
35
Understanding the ore How Generative AI can help

Ore characterization and mapping
01
(Minerals Processing Optimization) Generative AI models can be trained on large

datasets of mineral samples to generate 02
synthetic samples that mimic the characteristics
Generative AI can make the process of Issue/opportunity of real-world ores. Comprehensive databases can
chemical separation of minerals from ore In mineral processing, chemical additives be built for mineral identification, classification,
and prediction of ore properties, permitting
03
more cost- and time-efficient, safer, and must be matched to the exact contents of
insights into the behavior and composition
more environmentally sustainable. the ore to separate as much as possible from
of different ores without testing on known
waste minerals without destroying them. The processing assays. 04
process is complicated due to the facts that
modelling and testing each compound is time- Process optimization
and effort-intensive, complex mineralogy and Models that simulate the physical and chemical 05
processes involved in mineral processing can help
interrelationships between minerals can hinder
optimize factors like grinding parameters, flotation
recovery, and environmentally hazardous conditions, and separation techniques. This can
Co
chemicals are often necessary to process
06
dio de improve efficiency, reduce energy consumption,
Au
certain compounds. and enhance mineral recovery rates.
pecialized
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ACCELERATING
3D/S
INNOVATION
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Understanding the ore

01

02
Robust Reliable
Generative AI models may struggle to If Generative AI models cannot interpret
generalize mineral samples and processing complicated physical and chemical
03
scenarios that are significantly different qualities like particle size distribution,
from the training data. The model might not capture mineral composition, and processing conditions
the full range of variations and unique characteristics of (typically as they are not explicit in the data), the 04
novel ores, which could lead to suboptimal processing model may generate suboptimal strategies or overlook
recommendations. critical factors.
05
06
Potential benefits
Accelerated exploration Eco-friendly operations Occupational health

The cost and time needed to characterize ore and Keener insights into mineralogy using Generative AI can Optimized processing can help reduce human exposure
develop a processing workflow can be significantly help reduce the amount of environmentally damaging to toxic chemical additives and fine particle dust, which
reduced, and cost and efficiency trade-offs can additives and resources needed for processing without contributes to a safer work environment.
be optimized to maximize mineral recovery while sacrificing production volume or efficiency.
minimizing operational costs.
37
Optimize the design How Generative AI can help

Automated layout generation
01
(Site Design Generation) Designers can use Generative AI to analyze site

constraints, design requirements, and input from 02
engineers to quickly generate layout options for
Generative AI can support the development Issue/opportunity site plans that consider factors such as zoning
of site plans by automating aspects of Site planning is a multi-stage, iterative process regulations, operational use, and user preferences.
03
the design process, providing designers to optimize cost, efficiency, and safety, but it is
Design optimization
with new possibilities and reducing the also an expensive and time-consuming exercise
Generative AI can help optimize site plans by
associated time and cost. involving numerous stakeholders and third-party analyzing parameters like solar orientation, 04
specialists. Site planning can require surveys in traffic flow, and accessibility to suggest optimal
remote, sometimes hostile locations. Forecasting infrastructure placements. This can help
near- and long-term impacts involves assessing improve energy efficiency, support better space 05
utilization, and enhance the user experience.
a multitude of factors, and site-specific activities
such as topological and geological surveying can Efficient documentation and annotation
Co
be labor intensive and expensive.
06
dio de By analyzing design elements and structures
Au
in the generated plans, Generative AI can
automatically annotate the plans with relevant
information, such as dimensions, materials,
pecialized
and specifications. This automation could save

Im age
designers considerable time and effort, allowing

PROCESS
them to focus on higher-level design tasks.
3D/S
EFFFICIENCY
Vi
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Optimize the design

01

02
Responsible Accountable
Generative AI for design optimization may Using Generative AI for site planning
focus primarily on efficiencies, such as cost raises legal considerations around
03
reduction or time savings, while potentially intellectual property, ownership of AI-
neglecting other important considerations, such as generated designs, liability for design flaws, and privacy
environmental sustainability, community impact, or restrictions for sensitive or proprietary data. 04
long-term adaptability. The model should be configured
to balance multiple objectives and prioritize trade-offs
to achieve better overall outcomes. 05
06
Potential benefits
Acceleration with automation Discovering new solutions Reducing risk

Using Generative AI for site planning can accelerate the With Generative AI quickly creating a variety of site Generative AI can simulate and analyze potential
completion of time-consuming processes. designs, the planning process can include a greater hazards and safety risks in site plans. AI-generated
diversity of designs and the promotion of innovative planning would consider factors such as weather events,
planning solutions. traffic patterns, and emergency response routes. It
could propose alternative design options to proactively
minimize risks to safety and reduce potential property
damages in case of unforeseen events.
39
A helping hand in the field How Generative AI can help

Easily accessible technical information
01
(Virtual Field Assistant for Engineers) A Generative-AI enabled virtual field assistant can
serve as a reference tool and provide quick access 02
to a vast amount of technical information. As well
A Generative AI-enabled virtual field Issue/opportunity as delivering relevant information and directing
assistant can provide engineers with on- Engineers sometimes work in remote or engineers to appropriate resources, a virtual
field assistant can help with problem solving by
03
demand access to engineering knowledge challenging environments, and they regularly
responding to questions about specific engineering
and support in problem solving, improving experience information challenges, such as a lack
concepts, principles, or calculations.
efficiency, productivity, and decision- of manuals or the need to localize the source of a 04
making capabilities. problem. Because of this, engineers may need to Troubleshooting and diagnostics
seek further guidance and return to the site at a When encountering issues or challenges in the field,
later time. engineers can describe the problem to a virtual field 05
assistant, and it will return appropriate questions to
identify the cause or provide step-by-step guidance
for resolution.
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dio de
Au
pecialized
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PROCESS
3D/S
EFFFICIENCY
Vi
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40
A helping hand in the field

01

02
Robust and reliable Responsible Accountable
A virtual assistant’s accuracy depends on With a typically reliable virtual assistant, If incorrect information or advice from the
the quality of its training data, and if the engineers may become overly dependent virtual field assistant leads to an accident
03
data is inaccurate or outdated, its incorrect on the assistant and fail to balance its or operational failure, there may be
outputs could lead to potential harms to the engineer, output with their own skills and judgement. In complex complex liability issues to resolve. Clear guidelines and
damage to equipment, or operational downtime. In situations requiring creative problem solving or critical procedures for addressing these situations should be 04
addition, Generative AI’s potential to hallucinate outputs thinking, relying solely on the assistant’s responses may established as a part of model governance.
means the virtual assistant may make recommendations be insufficient.
that are erroneous or contextually inappropriate. 05
The potential for misinterpretation or misinformation
underscores the importance of engineers cross-
verifying information, especially regarding safety-critical
06
processes or decisions.
Potential benefits
Cost savings Improved effectiveness in the field Occupational health

By giving engineers an information and Informed problem solving and decision-making By more rapidly addressing issues with the aid of a
troubleshooting resource, the organization can supports task completion with minimal remediation. virtual assistant, engineers may spend less time in the
improve the efficiency of its operations, with field exposed to potential environmental hazards.
corresponding value for cost savings.
41
Enhancing employee safety How Generative AI can help

Virtual reality (VR) training
01
(Personalized OHS Training) Combined with VR, Generative AI can be used to

develop virtual training environments that replicate 02
operational conditions. With realistic scenarios
Generative AI can be used to develop Issue/opportunity that simulate OHS incidents, trainees can navigate
personalized and immersive occupational Traditional OHS training may only cover some hazardous situations, identify risks, and improve
their OHS awareness and response capabilities in a
03
health and safety (OHS) training materials potential scenarios, and it lacks practical
safe setting.
that allow trainees to be safely exposed to opportunities to apply new skills and knowledge.
realistic scenarios and thereby reduce or Workers need to be prepared for emergency Customized training content 04
better respond to real OHS incidents. scenarios but cannot practice managing these Generative AI can be used to customize training
scenarios in a real-world setting due to the cost materials based on specific job roles, site conditions,
and risk involved. or regulatory requirements. This technology can 05
analyze large volumes of data, such as incident
reports, OHS guidelines, or compliance standards
and generate tailored content, including videos,
Co 06
dio de interactive modules, or quizzes.
Au
pecialized
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ACCELERATING
3D/S
INNOVATION
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Enhancing employee safety

01

02
Safe and secure Responsible and accountable Fair and impartial
Real-life emergencies can be highly The AI-generated training materials should The AI-generated training materials should
stressful and traumatic. Replicating these be continuously monitored to identify any be designed to be inclusive and accessible
03
scenarios virtually could imperil the potential issues, inaccuracies, or outdated to all types of learners, including individuals
psychological safety of trainees, and the final design of information. Regular updates to the training content with disabilities. Considerations such as providing
simulations should be reviewed by human trainers to should be made to reflect the latest safety guidelines, closed captions for videos, adjustable training scenarios 04
remove potentially harmful visualizations. regulations, and best practices. to accommodate different skill levels, and alternative
formats for content taken into account.
05
06
Potential benefits
Safety through preparedness Customized training Dynamic compliance

Increased training engagement and readiness for A personalized approach to OHS training helps address Changes in legislation, regulation, and policies can
emergencies supports workforce safety and fewer the specific needs of workers, ensuring they receive be quickly reflected in training materials by using
OHS incidents. relevant and targeted instruction. Generative AI to make updates.
43
Peering below the surface How Generative AI can help

Seismic data analysis
01
(Hydrocarbon Reservoir Exploration) To overcome incomplete, low volume, or poor-quality

seismic data, Generative AI can support enhanced 02
data analysis and interpretation. Generative AI
Generative AI can be used to optimize Issue/opportunity could be used to generate new data samples
exploration success rates, reduce costs, and Oil and gas exploration involves a high degree that resemble the patterns and characteristics
of the existing seismic data, addresses missing
03
mitigate risks associated with hydrocarbon of uncertainty and risk. Advanced technologies
or incomplete seismic data, improve data quality
reservoir location and characterization. and extensive data analysis are needed to
through denoising or resolution enhancement, and
navigate the subsurface and accurately locate more effectively interpret complex data patterns. 04
and characterize reservoirs. Extracting oil and
gas from underground reservoirs requires Reservoir characterization
advanced drilling techniques and technologies, By analyzing data sources such as well logs, core 05
samples, and production data, Generative AI can
and harsh environmental conditions, deep water,
create models that simulate the more complete
and complex logistics make offshore exploration behaviors of hydrocarbon reservoirs. This enables
Co
difficult. As result, exploration is a capital-
06
dio de a better understanding of the reservoir dynamics,
Au
intensive and time-consuming process involving which helps optimize production strategies and
multiple stages of seismic surveys, analysis, improve recovery rates.
pecialized
drilling, and testing.

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COST
3D/S
REDUCTION
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Peering below the surface

01

02
Reliable Robust
False positives or misinterpretations may Generative AI models may fail to consider
result in costly and time-consuming drilling critical factors or geological nuances that
03
operations that do not yield productive human geoscientists would recognize and so
reservoirs, making human expertise crucial to validating the model fails to contextualize the data when generating
insights and decision-making. outputs. Without contextual understanding, the AI- 04
generated models and interpretations may lack accuracy
or fail to capture the full complexity of reservoirs.
05
06
Potential benefits
Informed investments and decisions Amplifying exploration Smarter strategy

A deeper, more complete understanding of the Improved data quality supports more accurate With an earlier and more complete understanding of
characteristics of hydrocarbon reservoirs reduces the subsurface modeling, imaging, and structure reservoir characteristics, less time is needed to optimize
degree of uncertainty and supports investment decisions. characterization, which translates to an increased ability production strategies.
to accurately locate hydrocarbon reservoirs.
45
A smart eye in the sky How Generative AI can help

Smart summaries
01
(Smart Summaries for Drone Surveying) Combined with computer vision solutions,
Generative AI can create smart assistive summaries 02
in natural language from thousands of hours of
Generative AI can assist in summarizing Issue/opportunity drone footage. Assistive smart summaries can be
large volumes of drone footage and In the mining industry, drones are increasingly based on a pre-determined template requested by
the user, where observations are generated about
03
enable querying to enhance productivity used for tasks such as mapping, tailings dam
elevations, topology, lighting, vegetation, and other
and efficiency. management, safety management, blast
factors. Summaries can also be queried in natural
assessment, environmental monitoring, and language so questions can be asked without the 04
haul road optimization. In the case of Optical assessor manually reviewing all footage.
Gas Imaging (OGI) to detect gasses and volatile
organic compounds leaking from vessels (e.g., Querying the footage 05
When using OGI to detect leaks, there may be
pipelines), unmanned drones mounted with
instances where a leak is irreparable but still must
OGI cameras have proven useful for surveying be managed. With Generative AI, specific sites can
Co
a variety of equipment over vast areas. Using
06
dio de be efficiently reviewed and monitored by querying
Au
drones in this way permits frequent scans and the footage of that site using natural language.
reduced costs associated with fugitive gases.
pecialized
Yet, while advanced AI solutions (e.g., volumetric

Im age
monitoring) have been developed for applications

NEW DISCOVERY
using drone footage, manual inspection of
3D/S
AND INSIGHTS
drone footage is still required for environmental
monitoring, security review, safety assessment,
Vi
de xt and retrospective analysis.
o Te
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A smart eye in the sky

01

02
Reliable Privacy
Generative AI models may struggle to Drone footage may contain sensitive
interpret environmental indicators, assess information, including personally
03
ecological impacts, or consider local identifiable information, facial images, or
conditions and regulations. Training data availability and confidential business information, and the footage may
quality in particular can impact the AI model’s ability to also be captured on private properties or areas with 04
generalize and handle diverse environmental scenarios. restricted access. In using Generative AI to analyze and
Inadequate or biased training data may result in limited summarize the footage, unsecure data handling and
or skewed analysis and summaries. access can raise privacy concerns as well as legal and 05
regulatory implications.
06
Potential benefits
Supplementing human expertise Faster time to insight

Querying smart assistive summaries helps keep critical Replacing manual drone footage inspection with
observations are not missed due to human error or cost assistive summaries saves significant time and effort.
and time constraints.
47
The Energy, Resources & Industrials Generative AI Dossier How Generative AI can help
Supply chain intelligence
Resilient logistics and planning

Generative AI could help identify and simulate potential
disruptions or risks in the supply chain. By assessing
port congestions, shipment routes, and tier-n supplier 01
mapping, Generative AI can be used to predict risks, their
(Supply Chain Optimization) corresponding impact on operations, and recommend
actions to mitigate those risks. This allows supply chain
managers to proactively implement mitigation strategies,
02
Generative AI can support supply chain Issue/opportunity develop contingency plans, and improve overall resilience.
optimization by leveraging its ability to Global supply chains are highly interconnected Scenario analysis and optimization
03
simulate, model, and generate data- with many dependencies and multiple Supply chain managers could use Generative AI to run
what-if scenarios in a digital twin environment that
driven insights. stakeholders. The inherent complexity challenges reflects the real-world supply chain. By simulating the
efficiency, resilience, and cost avoidance, making impact of changes in demand patterns, production 04
capacity, inventory strategies or supplier reliability,
supply chain intelligence a critical component of
supply chain managers can improve risk assessments and
supply chain management. What is needed is proactive decision-making based on real-time conditions.
a way to rapidly analyze data from internal and 05
Supply chain planning
external sources to identify patterns and areas Generative AI enables supply chain professionals to use
for improvement. natural language to interact with advanced planning
Co solutions. Questions concerning all supply chain areas, 06
dio de
Au such as planning, inventory, supply assurance, order
management, and global logistics, can be easily asked,
helping even less experienced users navigate complex
topics and data.
pecialized
Im age
Supplier assessment
PROCESS Generative AI can assist in supplier evaluation and
3D/S
EFFFICIENCY relationship management by analyzing financial reports,

performance metrics, customer feedback, and other
data and then generate insights and predictions around
Vi supplier performance, risk factors, and opportunities for
de xt
o Te collaboration. This helps supply chain professionals make
informed decisions when selecting, negotiating with, and
managing suppliers.
48
Resilient logistics and planning

01

02
Reliable Fair and impartial
Supply chain management involves When using Generative AI for supplier
complex trade-offs, strategic evaluation, negotiating, and contracting,
03
considerations, and tacit knowledge that bias in the data or model could lead to
the AI models may not fully capture. Generative AI unfair recommendations and discriminatory practices.
outputs may also fail to balance ethical considerations By taking into account factors such as fair contract 04
or long-term strategic goals. As such, human judgment terms, social responsibility, and ethical sourcing
and validation is central to the interpretation and practices, organizations can promote decision-making
augmentation Generative AI outputs. processes that are fair and transparent. 05
06
Potential benefits
Resilient supply chains Enhanced performance Optimizing efficiency

Enhancing supply chain resilience allows the By prioritising alerts that require human intervention Making optimized decisions across the supply chain,
organization to respond quickly to changing market and differentiating between noise and disruption, from supplier selection to fulfilment optimization, helps
dynamics and permits greater agility to take advantage the organization can drive greater efficiency in the reduce costs, minimize waste, and improve overall
of emerging opportunities based on real-time insights supply chain. operational efficiency.
and recommendations.
49
The Energy, Resources & Industrials Generative AI Dossier How Generative AI can help
Aid conscious customer behavior
Enabling a better grid

Energy companies can incentivize consumers to adjust
their energy consumption based on their specific energy
use patterns using conversational chatbots powered 01
by Generative AI. AI models can analyze historical data
(Grid and Energy Efficiency Optimization) and customer preferences to recommend personalized
strategies to reduce energy usage. When there is an
immediate need to reduce peak loads to improve grid
02
Generative AI can be used to better Issue/opportunity stability, Generative AI applications can be used to alert
customers as to what they can do specifically to help.
understand the state of the grid and Energy grids are massive and intricate systems What is more, conversational chatbots can be used as
03
factors that could support more efficient with interconnected components operating in a an educational tool for consumers to understand and
optimize their energy usage.
energy consumption, minimizing losses and dynamic and uncertain environment. Maintaining
improving overall grid efficiency. a balance between energy supply and demand Document and map digitization 04
Generative AI can be used to digitize documentation,
is crucial for grid stability, but it is challenged
infrastructure maps, records of energy use, as well as for
by the difficulty in predicting and managing image-to-image translation or image restoration (such as
fluctuations in energy demand. The integration by removing noise, adjusting brightness, and enhancing 05
contrast). This improves the quality of the documents and
of intermittent renewable energy sources (e.g., yields searchable documents that can be used to train
solar) further complicates the supply-demand existing AI classification and forecasting tools.
Co
balancing act as these depend on weather
06
dio de
Au Grid layout and expansion
conditions. Regulatory frameworks, policies, and Generative AI can assist in designing the optimal
market structures also constrain the ability to configuration and expansion plans for the energy grid.
AI models can generate optimized grid designs that
pecialized
balance technical optimization. minimize transmission losses and maximize efficiency by

Im age
considering factors such as population density, existing

COST infrastructure, and energy demand projections.
3D/S
REDUCTION
Energy trading and market analysis
Generative AI models can simulate the behavior of
Vi electricity markets under different scenarios, such
de xt
o Te as regulation changes or the introduction of new
technologies. This can help energy companies optimize
their trading strategies and make more informed
50
investment decisions.
Enabling a better grid

01

02
Privacy Security
Using Generative AI in customer behavior Generative AI models are vulnerable to
analysis and chatbot interaction involves adversarial attacks, where malicious actors
03
handling sensitive customer data. Risks manipulate inputs to deceive or exploit
include data breaches and unauthorized access the system, for example, to influence energy trading
to customer information and chat logs, and risk decisions or disrupt grid operations. Robust security 04
mitigation requires robust security measures, customer measures and regular testing are necessary to mitigate
data protection, and adherence to privacy regulations. such risks.
05
06
Potential benefits
Diversifying energy sources Dynamic demand response Ongoing optimization

Generative AI supports the integration of variable Using Generative AI for improved visibility of the grid’s As more trends, data and documents are digitized
renewable energy sources while maintaining stability current state allows companies to better respond to and analyzed over time, Generative AI enables
and reliability. fluctuations in demand. continuous improvement in efficiency optimization
and managing demand.
51
01
02
03
The 04
Financial Services 05
52
The Financial Services Generative AI Dossier
01
The Financial Services The potential value in Generative AI in FSI is not The vision with Generative AI is multifaceted.
Industry (FSI) is data-intensive, merely as a downstream application. Rather, it At the grandest level, the incorporation of 02
simultaneously representing an can serve as a powerful and complementary tool Generative AI could be the enabling tool that
opportunity for business success and a that works with other machine learning models allows FSI enterprises to fully transition from a
03
challenge to operations and efficiency. The and applications. Businesses with mature AI product-centric approach to one that is designed
manual effort required to analyze data and programs are approaching Generative AI not as around the customer, using AI to enhance and
use the resulting insights for business and stand-alone silo models but as components of a invigorate customer lifecycle management. 04
customer benefit is slow and expensive. More constellation of models, where the insights and Generative AI paired with other AI for tasks like
than that, the volume and complexity of the outputs from one are used to inform the function sentiment analysis and customer analytics can
data can prohibit the realization of a truly and direction of another. lead to hyper-personalization in product offerings 05
customer-centric approach. FSI enterprises and customer engagement. This can drive
have made some progress in leveraging AI to new and more business while also catering to
automate aspects of the business and use customer expectations for customized products
06
machine learning for data-driven decision and services.
making. With the advent of Generative
AI, these endeavors can be dramatically
enhanced, accelerated, and scaled.
Generative AI paired with other AI for tasks like sentiment analysis and customer analytics
can lead to hyper-personalization in product offerings and customer engagement. 53
01
This is the more profound value in Generative AI, To be sure, there are risks, such as data
not as a discrete application but as an enabling leakage and output inaccuracies. Nevertheless, 02
component of the broader data infrastructure integrating Generative AI into an organization’s
and AI programs. Generative AI can be leveraged wider technology stack and AI programs holds
03
to dramatically accelerate model development so much potential that it is becoming a priority
and tuning, drawing from new data pipelines in FSI. The capabilities in cost avoidance, speed
at a pace no human could match. It can be a to market, customer engagement, and scale 04
powerful contribution to enterprise-wide digital can be powerful differentiators that do not just
transformation, reducing time, cost, and risk. And create value at the margins but contribute to a
it can be used to generate complex reports and transformation of the very DNA of the company. 05
analyses, informing customers and employees,
shaping executive decision making, and ferreting
out fraud, waste and abuse.
06
Generative AI can be leveraged to dramatically accelerate

model development and tuning, drawing from new data
pipelines at a pace no human could match. 54
Transformation with How Generative AI can help

Supercharge your human capital
01
speed and confidence Generative AI can be used as a component of

cloud and data transformations to empower
developers working across the enterprise on
02
(Code Assistant for Digital Transformation) applications, data engineering, machine learning,
and frontend development.
03
Generative AI can enable banks to Issue/opportunity A helping hand in code development
increase digitization at a faster pace Many FSI enterprises are pursuing cloud and As organizations explore new digital and cloud
through code assistants. data transformations, which are essential steps capabilities, development teams can accelerate 04
and simplify their work by using Generative AI
in preparing the organization for using AI tools
as a force multiplier when writing, debugging,
(of many kinds). In some cases, legacy hardware and documenting code, as well as translating 05
is retired as data is curated and shifted to the ideas to code.
cloud, freeing up humans for more valuable work
while bringing down the costs associated with A shorter path to software
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dio de Part of success in transformation hinges on how
Au on-premise infrastructure. Yet, these kinds of
quickly new enabling software can be deployed.
transformations are significant undertakings that There are opportunities to use Generative AI in
can bring long lead times and high costs. There is software development to shorten the lifecycle and
pecialized
also a risk of failure and error. more quickly reach a stable and deployable version,
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such as by helping rapidly write APIs, ETL, data

COST
pipelines, or even frontend code.
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Transformation with speed and confidence

01

02
Reliable Responsibility Security and privacy Accountable
Partial automation of The training data for By using a Generative AI While the use of Generative
programming-related tasks foundation models may system, proprietary code AI can accelerate the work
03
requires the system to create legal risks related bases may be exposed to of developers, without a
be reliably availability and accurate. If to intellectual property or copyright third parties, raising questions around human in the loop (e.g., validating and
availability cannot be guaranteed to an infringement. If the training data contains the security of the data and controlled debugging code), critical failures may 04
acceptable extent, weigh the benefits of copyrighted material, the organization access to it. An inadvertent breach of occur. Shoring up accountability may
automation against the risk of erroneous deploying the model needs to evaluate confidential intellectual property could include documenting and communicating
or buggy code. whether the presence of intellectual have significant enterprise impacts. standards and expectations for 05
property in the training set could lead to employees using Generative AI.
legal challenges against the enterprise.
06
Potential benefits
Lower transformation costs Lower the bar to digital entry

By shortening the software development lifecycle, the Using Generative AI opens the door for FSI organizations
organization can reduce overall costs for digital and of all sizes, capabilities, and technology maturities
cloud transformation. to digitize and move to the cloud in a way that was
previously out of reach for many.
56
Business intelligence How Generative AI can help

An enabling interface
01
at your fingertips Generative AI capabilities are built on top of an

existing solution to facilitate the communication of
queries from the user to the search layer. It serves as
02
(Enterprise-wide data search and access) the interface between search layers and databases,
allowing users to easily mine all enterprise data, as
well as generate structured analytics reports.
03
Make business intelligence via enterprise Issue/opportunity
data search accessible to all through natural For many banking and insurance companies, Speed to insight
language interfaces. data is stored in a multitude of locations, from With the ability to query and analyze disparate 04
data sources using Generative AI as an interface,
local hardware to cloud storage solutions. This
the enterprise can move past traditional business
makes it difficult to effectively query different intelligence techniques and dramatically reduce the 05
databases and retrieve relevant information in a time required to generate insights while increasing
time-efficient manner. Complicating the matter, the workforce accessibility to business intelligence.
Co
multiple mergers and acquisitions over time may 06
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Au have compounded the diversity of data locations
and databases, which hinders data mining for
insights. FSI organizations are information-
pecialized
intensive enterprises, and without the capacity

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NEW DISCOVERY
to easily query all data, the result is poorer or
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AND INSIGHTS incomplete insights that can increase enterprise

risk while threatening customer dissatisfaction.
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Business intelligence at your fingertips

01

02
Responsible Reliable Privacy
When it comes to governance and control, Given the known challenges with When dealing with sensitive and
while granting more data access to a wider model reliability and the potential for proprietary information, the organization
03
segment of the workforce, organizations halluncination, banking and financial must contend with securing the data,
may face a more complex challenge of restricting who services organizations face the risk of inaccurate or remove or obscure it in training and testing sets, and
in the organization is permitted to access sensitive false Generative AI-derived insights influencing decision evaluate the model to determine whether information 04
business data. making and leading to negative ramifications even at the could “leak” protected information, either due to faulty
market level. function or a targeted attack.
05
06
Potential benefits
Lower technical hurdles A new level of data-driven decisions

Generative AI as an interface between search and Real-time access to all of an enterprise’s data can help
data enables business users to query databases and organizations become even more insight driven, which
obtain tailored results without in-depth programming supports improved growth prospects through access to
experience. This gives more of the workforce access to the right insight at the right time.
business intelligence without additional burdens on IT
and data science teams.
58
Fixing the missing data issue How Generative AI can help

Improve model training
01
(Synthetic Data Generation) Generative AI can be used to quickly create synthetic

data to supplement machine learning model training 02
data, which is then used to aid and accelerate digital
Generate synthetic data for model training, Issue/opportunity and cloud transformations. In this way, Generative
anomaly detection, and identifying cyber Missing data is a significant challenge for FSI AI complements the enterprise’s wider AI initiatives,
fueling (rather than replacing) other AI deployments.
03
and deception attacks. organizations. Datasets may be incomplete,
data transfers may be restricted, and potential
Amplify anomaly event detection
anomalies are underrepresented in the data. The rarity of anomaly events can make it difficult to 04
Using synthetic data can help overcome train machine learning systems to detect instances
these challenges. In cloud transformation, of fraud, waste, and abuse, but by creating synthetic
data transferals may be delayed due to data with Generative AI, ML systems have a larger 05
suite of examples that lead to a greater capacity to
the risks associated or regulations around
find patterns and anomalies in the data.
data governance, and using synthetic data
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first enables a smoother and more efficient
06
dio de Harden the organization’s cyber posture
Au
transformation. Meanwhile, machine learning Just as synthetic data can be used to train models
anomaly detection systems (such as for to identify fraud, adversarial synthetic data can
be used to train models to detect and mitigate
pecialized
identifying fraud, waste, and abuse) are trained

cybersecurity risks, as well as user deception of
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on data from previous events. Their rarity and virtual assistants.

ACCELERATING
the dearth of data around them can make
3D/S
INNOVATION
anomalies harder to assess.
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Fixing the missing data issue

01

02
Fair and impartial Reliable
A significant risk when generating synthetic Synthetic data created with Generative AI
data is that historic biases can creep into can be limited in its scope and scale, and
03
the generated data, perpetuating those it should not be presumed to be accurate
biases. This bias is not necessarily intentional, such as or perfectly reflective of real-world data. An over-
in the case of certain communities or socio-economic reliance on synthetic data may inject problems with data 04
groups being underrepresented in the data because reliability, which can hamper the validity and usefulness
those groups have conducted fewer banking business of the outputs and model training.
in the past. 05
06
Potential benefits
Faster path to the cloud Tackling Fixed Wireless Access (FWA) Security confidence
Generative AI-created synthetic data can accelerate Use synthetic data to train machine learning Adversarial synthetic data contributes to the
digital and cloud transformations by making the systems on rare or unknown events, such as enterprise-wide imperative to fortify digital assets
transition smoother and more efficient. a novel type of fraud. against cyber threats.
60
Getting to know your customer How Generative AI can help

Condensing results for easier consumption
01
(Research-Based Report Generation) Generative AI can be used to summarize and filter

results from existing search engines to inform meta 02
reports, as well as summarize information for the
Generate and summarize reports on new Issue/opportunity customer relationship manager.
customers to inform employee decisions for New customers are the lifeblood of a growing FSI
Research and analysis to inform reports
03
customer onboarding. enterprise, but onboarding customers can be
Generative AI, alongside other machine learning
a highly manual and time-consuming process.
models, can be used to conduct preliminary data
Know Your Customer (KYC) standards and rules searches and meta analysis, potentially accelerating 04
require institutions to develop meta reports on the KYC process.
customers based on economic outlook, equity
research, adverse media, and new prospect due 05
diligence. These are high human involvement
tasks, with desk-based meta research consuming
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valuable time and resources.
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Getting to know your customer

01

02
Reliable Privacy
When using Generative AI to perform When dealing with a customer’s financial
search and analysis, there is a risk that it or personally identifiable information,
03
could skip or misconstrue highly relevant the enterprise faces legal and regulatory
information, which could skew the conclusions in the standards for data privacy. When using Generative AI,
meta analysis and hamper sound decision making. If a the organization should take steps to ensure sensitive 04
new customer is erroneously assessed to be higher risk information does not inadvertently leak through model
and a relationship manager passes on the opportunity outputs, as well as govern who has access to the model,
to engage the customer, the consequences are missed the underlying data, and the customer data it references. 05
revenue and diminished customer engagement.
06
Potential benefits
Timely insights Cost reduction Efficiency

Faster and more efficient search and analysis can give By streamlining and simplifying the report generation The end user saves time and effort by more easily
decision makers more up-to-date information and process, costly labor hours can be redirected to more accessing and consuming relevant information.
insights that enable better, more timely decision making valuable work.
around customer onboarding.
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Enhanced AI support How Generative AI can help

An empathetic, personalized interface
01
for customers Generative AI can be paired with other models to

create a customer interface that delivers a hyper-
personalized experience, such as by training the
02
(Financial Guardian) Generative AI model to provide answers or insights

with empathy. It also overcomes some of the
challenges around more traditional chatbots that
03
A personal virtual assistant powered Issue/opportunity can lack an empathetic tone.
by Generative AI can cater to daily needs Customer service and engagement is vital for
of customers. FSI organizations, particularly as they transform A more capable digital agent 04
Using Generative AI can dramatically improve the
from a product-focused to a customer-focused
usefulness and accessibility of a chatbot interface.
business. As a part of that, there is a pressing With the capabilities of large language models 05
need for the enterprise to rapidly and accurately (LLMs), a personal digital assistant can summarize
answer both common and complex customer contracts and answer nuanced questions, and the
queries and do so with the timeliness customers customer may enjoy a range of interface options,
Co 06
dio de including text, audio, and imagery.
Au expect. Yet, the increase in digitization in
FSI organizations has reduced access to
representatives who can answer customer
pecialized
questions; this is at a time when FSI customers

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seek a hyper-personalized experience.
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Enhanced AI support for customers

01

02
Responsible Privacy Transparent
While a Generative AI-enabled solution When confidential or personally identifiable End users require a clear understanding of
may provide valuable answers and information is inputted via the digital how their information will be processed,
03
recommendations most of the time, there interface by the customer, the FSI as well as that they are interacting with a
is a risk that too much confidence may be placed in the organization is obligated to follow the laws and rules machine. At the same time, the enterprise needs to be
validity of the outputs, both by the organization and the that dictate how that sensitive information can be able to interpret outputs and understand how and why 04
customer. Generative AI is not an infallible oracle, and an transmitted, stored, and accessed. Failing to do so could the Generative AI model created a given output.
overreliance on the AI solution may have a detrimental raise legal peril and potentially subject the enterprise to
impact on customer actions, which can in turn increase greater cyber risks. 05
financial risk.
06
Potential benefits
Customer satisfaction A cycle of efficiency and growth Financial inclusivity through hyper personalization
Greater accessibility and more timely answers Customer loyalty and brand reputation fuel business When customers feel that banking applications are
can lead to a more personalized and satisfying growth, but using Generative AI as a component of delivering a valuable, personalized experience, it
customer experience. This can drive an increase in a virtual assistant also supports efficient operations. encourages greater customer engagement and interest
net promoter score, reflecting increased customer Greater reliance on Generative AI-enabled interface in service offerings, supporting both the customer’s
retention and loyalty. can service more customers at scale while the human financial wellbeing, as well as that of the enterprise.
workforce focuses on resolving the most complex issues
or attracting new customers.
64
Customized marketing How Generative AI can help

Customized materials for different audiences
01
for the individual Generative AI can be used to create marketing

materials that contain the appropriate tone,
language, and cultural references, while also
02
(Hyper-personalized Sales and Marketing Assistant) supporting consumer understanding of the product
so as to maintain regulatory compliance.
03
Regulatory-compliant marketing material Issue/opportunity Personalized sales at scale
generation across different geographies. FSI marketing operations are increasingly With Generative AI, FSI organizations have the ability
coming under regulatory scrutiny for issues to create marketing materials that are customized to 04
individual customers, and it can be done at scale.
such as mis-selling and misinformation. Part of
the challenge for multinational organizations
05
is that cultural differences as well as varying
customer understanding of the products may
Co
create regulatory risk for enterprises in a given 06
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invest significant manual labor to maintain a
compliant marketing function, which is both time
pecialized
consuming and costly.

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Customized marketing for the individual

01

02
Reliable Fairness
For Generative AI-derived marketing to be Datasets may contain latent bias of which
valuable, the organizations needs to be the organization is unaware. This could
03
able to rely on the validity of the output. be due to the way in which the data was
Generative AI can be prone to hallucinations, and once acquired, recorded, and curated, and the challenge is
tasked with creating marketing that touts one product compounded when operating in multiple geographies. 04
over another, there is a risk the model will return false Consider the datasets used to train and fuel Generative
statements. This injects potential regulatory violations AI systems and whether unknown bias could lead to
that could incur fines and other penalties. To shore marketing materials that fall short because they fail to 05
up reliability with Generative AI, ensure outputs reflect important geographical and cultural differences.
are validated by a human with the subject matter
understanding to do so.
06
Potential benefits
Individual-level marketing Confident compliance Driving marketing ROI

Hyper-personalized marketing takes the enterprise to Using Generative AI for marketing development can Personalized marketing that is customized for the
a new stage of customer engagement and enticement help ensure the content remains in line with regulatory customer can support new sales, strengthen the
that is infeasible through manual effort alone. expectations across many geographies, thereby customer relationship, and reduce the cost of marketing
reducing regulatory risk. operations while also improving the timeliness of
outreach and engagement.
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Ensuring the integrity of claims How Generative AI can help

Virtual damage rendering
01
(Automated Claims Reporting) Generative AI can be used to help visualize the

damage by replicating it virtually. The basis 02
for the replication and visualization can be
Generative AI can be used to automatically Issue/opportunity customer conversations, damage documents,
generate reports based on descriptions or During claims processing for property and photos, official reports, and other relevant media.
In visualizing the data in this way, the agent is
03
pictures of the relevant subject. casualty insurance, claims agents must
empowered to make better decisions when
decide whether a destructive event was insured,
assessing the degree and cost of damage.
and if so, the amount and cost of the damage. 04
These processes are complex and can be time Automated claims reporting
consuming, and agents have few tools to support With Generative AI, claims reports can be generated
their decision making. based on photographic evidence. 05
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Ensuring the integrity of claims

01

02
Reliable Explainable
Damage visualization requires a high If claims agents use Generative
degree of accuracy, and erroneous AI to automate aspects of claims
03
Generative AI outputs could lead to processing but are unable to articulate
claims being paid incorrectly, potentially leading to to customers how the Generative AI model derived
overpayment (a detriment to the organization) or its outputs or contirbuted to the cost and damage 04
underpayment (a detriment to the customer). assessment, customers may not accept the outcome
of the claims process.
05
06
Potential benefits
Cost reduction Customer satisfaction Identifying fraud

When claims are processed faster and By processing claims faster and with less administration, More expedient claims processing has the advantage
damage assessments are more accurate, it can customer satisfaction improves due to quicker, more of identifying potential fraud more quickly, helping to
reduce costs in labor hours and claims payments. streamlined adjudication and payment. ensure the integrity of claims and payments.
68
A virtual bank experience How Generative AI can help

Bring the bank to the customer
01
(VR-Enabled Retail Banking Centers) With a Generative AI-enabled virtual space,

customers can use a VR headset to conduct 02
business with the financial institution and
Virtual reality customer agents powered by Issue/opportunity interact with a service representative from the
Generative AI can change the retail banking Banks seek to provide customers with multiple comfort of their own home and in a way that is
convenient for the customer.
03
experience and interactions. methods of interacting with their accounts,
services, and offerings. As digital services grow,
Hyper-personalized service
customers may prefer to conduct banking A Generative AI agent can provide conversational, 04
transactions remotely via an edge devices. tailored responses to questions about customer
These virtual transactions still require an accounts and financial needs. By this, the enterprise
agent, and human employees are the most caters to the customer desire for a personalized 05
experience while also avoiding the costs that come
expensive cost component in customer service,
with adding more human customer service workers.
particularly when there are a necessary three
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levels of customer support. Chatbots can help
06
dio de Speed and quality of service
Au
automate virtual transactions, but existing chat In a virtual space, customer data can be accessed
tools are limited to specific, pre-programmed in real time by the conversational agent to provide
faster, higher quality service and offerings.
pecialized
dialogue and options. A limited volume of

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conversations can be handled by AI today.

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A virtual bank experience

01

02
Transparency Fair and impartial Accountable
Given a Generative AI-enable chatbot’s The datasets used to train and inform the With issues around reliability and
capacity for conversational outputs, chatbot may contain latent biases, such data quality, if the chatbot outputs
03
there is a risk that customers may not as underrepresented customer groups or erroneous data or recommendations, a
realize they are interacting with a machine. To promote semantic deficiencies in some languages but not others. human stakeholder needs to be accountable for the
trust, customers should not only be informed that the As a result of untreated bias, the model may simply not outcome. Organizations can promote accountability 04
chatbot is not human, but also, they should understand work as well for some customers, leading a variety of by keeping a human in the loop and documenting
how their inputs and information are stored, accessed, negative customer impressions and complaints. roles and responsibilities.
and use. 05
06
Potential benefits
Customer-focused experience Liberated human capital Cost avoidance

A Generative AI-enabled virtual banking experience With conversational chatbots satisfying most Virtual agents allow the bank to serve more customers
connects customers with tailored digital representatives customer inquiries, the human workforce can focus without expanding the human workforce, which helps
that can converse in the customer’s preferred language on the most complex or value-driving activities and limit customer service costs.
in a timelier manner. customer service.
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The next era of market analysis How Generative AI can help

Faster, more accurate analysis
01
(Predictive Trading Algorithms) Leveraging Generative AI in market analysis can

support and supplement the human analyst, 02
accelerating their work while also potentially
Generative AI can be leveraged to identify Issue/opportunity delivering more accurate market predictions.
a larger number of trades more quickly to Identifying and capitalizing on valuable trades
Revenue driver
03
support profitability. requires technical analysis, news and reports,
By enhancing the analyst’s capacity, the
and industry data, all accessed in real time.
organization could achieve a larger number of
Analysts must consume these vast amounts of profitable trades, generating a return for clients 04
information to understand and predict market and the enterprise.
trajectory and make prudent buying and selling
decisions. A challenge for financial firms is Real-time risk mitigation 05
Drawing from predictive analytics, Generative AI can
that market analysis is in many ways a time-
help mitigate investment risk in real time by creating
consuming, manual process. trade strategies to hedge positions.
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Data consumption at scale
Generative AI offers a greater capacity to consume
a variety of data types, which can enhance natural
pecialized
language processing capabilities in sentiment and

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news analysis at a scale and speed far greater than

NEW DISCOVERY
human analysts.
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AND INSIGHTS
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The next era of market analysis

01

02
The Generative AI model is susceptible to Confidence in Generative AI outputs
erroneous outputs delivered with complete requires stakeholders to understand
03
confidence, even with hallucinated data how and why the machine reached
points or conclusions. Even as Generative AI may help its conclusions. Human validation of Generative AI
analysts better predict the market, there is a risk that outputs remains essential, and it necessitates model 04
decisions made based on unreliable outputs could lead explainability to a range of stakeholders at each step of
to poor outcomes, potentially even worse than a human the AI lifecycle.
working alone. 05
06
Potential benefits
Efficiency, accuracy, and profitability Cost reduction

With faster, more accurate market analysis, the By automating aspects of the market analysis process,
organization can increase trading volumes, validate human analysts can focus on more complex or value-
analysis in real-time, and potentially drive greater driving tasks.
profitability while mitigating risks.
72
Mitigating risk as it arises How Generative AI can help

Operational efficiency
01
(Real-Time Risk Management) Real-time monitoring and verification for risk

and fraud identification has a direct impact on 02
operational efficiency and cost savings.
Generative AI can be a powerful Issue/opportunity
addition to support corporate risk Corporate risk management is a costly Regulatory compliance
The ability to access relevant data and contextual
03
management activities. and labor-intensive process with a low
information in real-time supports compliance with
tolerance for error. Regulatory and compliance
regulations and industry standards.
requirements mandate that financial institutions 04
assess and manage risks, including those Improved accuracy
related to credit, investment, fraud, and When the organization evaluates risk based on
cybersecurity. Yet, risk assessments are customer data, industry data, and real-time 05
updates, the organization can conduct better risk
made based on a variety of data sources,
assessments with greater accuracy and impact.
including identity verification, credit assessment,
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credit card data, mortgage data, and more.
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dio de Synthetic data generation
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At scale, with tens of millions of customers in Creating synthetic data that mirrors fraudulent
multiple markets, risk management becomes transactions can help train models to better identify
risky scenarios, predict fraudulent patterns, and
pecialized
enormously complex, time consuming, costly,

reduce the overall fraud rate.
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Mitigating risk as it arises

01

02
Fair and impartial Accountable Security
Biases in the data sources used for risk If risks are missed by the Generative AI Given the sensitive information
assessment could lead the Generative AI system and the organization makes a involved in risk management, the model
03
model to output unequal customer risk poor customer decision, the machine accessing data needs to be secured
assessments, which in turn can lead to unfair decisions cannot be held accountable for the repercussions. against leaking or unintentionally divulging customer
and unequal treatment. This is not only a concern for Document stakeholder roles and responsibilities data to unauthorized parties. 04
brand reputation and customer satisfaction. It may raise and establish output validation as a part of the risk
compliance issues as well. management process.
05
06
Potential benefits
Increased profitability Promoting compliance

Mitigating direct and indirect investment risks and Robust and real-time risk assessments position the
reducing fraud directly impacts the organization’s book organization to more rapidly respond to emerging risks
value and profitability. and trends, and by that, enjoy a more agile capacity to
meet regulatory expectations for risk management.
74
01
02
03
The Government 04
& Public Services 05
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The Government & Public Services Generative AI Dossier
01
In the Government and Public Today, Generative AI-enabled natural language procurement functions, such as by accessing
Service (G&PS) industry, agencies processing capabilities have the potential to the most up-to-date information to respond 02
work to satisfy citizen needs and revolutionize the way governments interact with to questions around contractor qualifications,
extract the greatest return on investments citizens and how the public workforce performs existing contracts, and bids.
03
from a limited budget. A Generative AI- their duties. Public servants have a new tool for
enabled chat function can be used for improving interactions with citizens, customizing Government organizations are increasingly
addressing citizen inquiries as well as communication, and identifying needs of exploring how Generative AI can be used for 04
for procurement functions, such as by beneficiaries to suggest tailored solutions. This these and other applications. Adoption of
accessing the most up-to-date information supports a superior level of citizen services, Generative AI creates important considerations
to respond to questions around contractor maximizing the value of public funds by improving for assessing security, fairness, transparency, and 05
qualifications, existing contracts, and bids. efficiency, personalization, and data-driven compliance in deployments. Model governance
The advent of Generative AI presents a decision-making. requires an alignment of people, processes,
new level of capability that can enhance and technologies to mitigate risks while meeting
06
and accelerate the public industry’s Meanwhile, Generative AI applications can the performance expectations of citizens and
transformation to use cutting-edge AI. also help automate administrative tasks (e.g., government employees. By doing so, government
reporting), analyze and summarize lengthy and organizations can promote the responsible use
voluminous policy documents, and parse case of Generative AI while fulfilling their duty to serve
notes to inform citizen services. A Generative their constituents.
AI-enabled chat function can be used for
addressing citizen inquiries as well as for
76
Open-source assistant How Generative AI can help

Automated synthesis
01
(OSINT Reporting) Generative AI can be used to review, evaluate, and

summarize information from a multitude of open- 02
source documents, including briefings, news media,
Generative AI can be used to automate Issue/opportunity and other reports.
open-source intelligence (OSINT) OSINT reporting is conducted daily at a
Mimicking report style
03
reporting, including financial affairs, global scale by defense and national security
With countless numbers of OSINT reports previously
technology advancements, media organizations. This can be a labor-intensive
created with traditional methods, Generative AI
assessments, and security briefings process that requires significant time and can use these as examples to write reports in 04
on a global scale. resources. With the explosive growth in publicly the same style while drawing from up-to-date
available information, traditional methods of data sources.
manually cataloguing and summarizing open- 05
source content simply cannot keep pace. For
example, ship and airplane tracking websites
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make huge volumes of data available to analysts,
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but it is almost impossible to summarize that
data, let alone collate it with media and social
pecialized
media data. The result is that analysts need

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new tools that can look across vast troves of

PROCESS
structured and unstructured data to pull out
3D/S
EFFFICIENCY
human-readable insights.
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Open-source assistant
01

02
Fair and impartial Security Reliable
Open-source information may not be The sensitive nature of intelligence Given that Generative AI is susceptible to
unbiased, and it may even be intentionally queries means that special care must producing inaccurate outputs, for agencies
03
misleading or outright fake. When a be taken to prevent adversaries from to trust OSINT reporting, human validation
Generative AI model is used to review and evaluate influencing the model or gathering their own is necessary to identify and remedy AI
information, it requires the capacity and/or human input intelligence from what is queried. hallucinations. 04
to mitigate bias in OSINT reporting.
05
06
Potential benefits
Resource efficiency Time efficiency Human capital efficiency

Automating aspects of OSINT reporting helps reduce the Expediting OSINT reporting by leveraging Generative By freeing analysts from time-consuming tasks like
degree of human involvement, which has benefits for AI, agencies can more rapidly review large datasets and cataloging and transcription, Generative AI lets analysts
operational costs and resource allocation. documents and create richer, more timely reports. spend more time on higher value tasks, such as analysis
and collaboration with colleagues.
78
Virtual public servant How Generative AI can help

A digital agent for engagement
01
(Citizen Engagement) A Generative AI-enabled virtual assistant can serve

as the interface between citizens and government 02
information, helping with questions and transactions
Generative AI can enable virtual assistants Issue/opportunity via empathetic, natural language.
that provide personalized responses to Government organizations perform a range
Reaching across datasets
03
citizen questions about public services. of functions, from supporting public health to
The virtual assistant can distill and summarize
promoting tourism. Data about government and
information from myriad sources on a variety
public services, however, is often stored in a variety of topics to answer questions in a multitude 04
of formats and locations (e.g., on-prem, cloud), of languages regarding service requirements
challenging interoperability. When citizens contact and appointment options.
agencies to inquire about services and resources, 05
human agents are challenged to rapidly access and
summarize information to satisfy citizen questions.
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This is a time-consuming, labor-intensive endeavor
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for the organization, and it may not meet citizen
expectations for fruitful engagement.
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Virtual public servant

01

02
Responsible Security Reliable
While virtual assistants may be valuable A model tasked with providing accurate Model accuracy and timeliness depends
for providing information, they may information may be a target for cyber in part on the data sources it can
03
not be suited to providing true insight criminals seeking to access sensitive access, and if information is outdated
and advice. Agencies need to guard against an over- information or manipulate the model and its or incorrect, it creates a risk of erroneous outputs.
reliance on a Generative AI solution and the potential underlying data. Many government agencies contend Human stakeholders responsible for updating 04
for citizens to take some action based on a faulty or with cybersecurity regulations and standards, making information have a direct impact on model reliability
improper AI output. model security a priority. and user trust.
05
06
Potential benefits
Promoting citizen engagement Increasing accessibility Citizen satisfaction

When public services are more accessible due to A virtual assistant powered by Generative AI can Government agencies operate in service to the
more efficient and robust technology, it promotes interact with citizens in their preferred language and public, and providing fast access to information
user engagement and citizen satisfaction in ultimately help bring down social barriers to engaging about services promotes a positive public perception
government offerings. public services. of government function.
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Insights for all How Generative AI can help

Greater accessibility
01
(Knowledge Management) Generative AI can provide a natural language

interface that allows non-technical users to access 02
and understand data that might otherwise only be
Generative AI can serve as an interface to Issue/opportunity accessible to technical users.
help the public industry become insight From census to transportation and
Democratizing insights
03
driven by making data more accessible. procurement, government agencies collect and
Rather than placing all of the burden for data
release huge amounts of open datasets. By
analysis, interpretation, and visualization on a
encouraging the use, reuse, and distribution technical team, a Generative AI interface reduces 04
of open datasets, government organizations that burden by allowing more stakeholders to work
can promote data-driven innovation and with the data and derive their own insights.
citizen-centric services if combined with an 05
agency’s internal datasets. For public industry
stakeholders to become truly insight-driven, they
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require the means to interrogate all relevant
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data, even if they lack a technical background in
data science or related fields.
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Insights for all

01

02
Security Privacy Transparency
A Generative AI model that is consulting a When dealing with sensitive and To accurately interpret data and
variety of datasets can make it difficult for proprietary information that is subject AI outputs, the end user needs to
03
the organization to control which data is to varying laws and regulations across understand which data was referenced
accessed by which stakeholders in which organization, jurisdictions, organizations are called to ensure the for the output, which could not be accessed, and the
raising important considerations for model security Generative AI model does not leak, inadvertently potential biases in the available data. 04
and governance. divulge, or inappropriately access sensitive or
restricted data.
05
06
Potential benefits
Scaling data access Fostering collaboration Faster insights

A Generative AI solution that can access a variety When more public servants can access insights and Generative AI can help accelerate the process of
of datasets and types allows public servants to knowledge, it promotes insight-driven action across identifying and consuming relevant information, driving
draw conclusions from a broader set of knowledge agencies, helping to fuel greater collaboration between speed and efficiency.
and information. a larger set of stakeholders.
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Simulating urban How Generative AI can help

Generating 3D city models
01
planning scenarios Using Generative AI, thousands of 3D images can

be rapidly created to help guide and refine a city
design. Such 3D images form part of the design brief
02
(Urban Planning/Future of Cities) for urban planners and the master city plan.
Simulate natural disasters

03
Generative AI can be used to help urban Issue/opportunity Generative AI can simulate natural disasters like
planners in the ideation and design of novel More than 56 percent of the world’s earthquakes, floods, or hurricanes to evaluate the
urban concepts. population—4.4 billion people—live in cities.1 vulnerability of city infrastructure and plan for 04
resilient urban infrastructure.
By 2050, the urban population is likely
to double, with upwards of 70 percent of Planning for the future 05
people living in cities. The scale and speed of By simulating population growth and demographic
urbanization brings a host of challenges, such trends, Generative AI can develop scenarios
as lack of affordable housing, overburdened for urban expansion and plan for adequate
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services that accommodate urban growth.
of drinking water, rampant sanitization issues,
and degraded environmental quality. The
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challenge for city officials and urban planners

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ACCELERATING
is to imagine the future of cities by overcoming
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INNOVATION creative hurdles and developing city designs that

are resilient, sustainable, and human centric.
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Simulating urban planning scenarios

01

02
While a Generative AI model may create A lack of contextual knowledge of
interesting or attractive designs, they urban planning may lead Generative AI
03
require human review and validation to to develop improbable scenarios, and
ensure they meet urban planning requirements and analysts need to be able to understand how and why
can be feasibly built in the real world. the model produced an output, so as to confirm and 04
validate it.
05
06
Potential benefits
Super-charge creativity Faster ideation and iteration Improved decision-making

Using Generative AI to rapidly create a plethora of With a faster method to create design iterations, Using Generative AI in city planning enables decision-
designs and scenarios helps city officials imagine the urban planners can accelerate the design and makers to model various scenarios and optimize
future of cities and plan for upcoming challenges. decision-making processes. urban designs for better resource utilization,
sustainability, and quality of life for residents.
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Education 2.0 How Generative AI can help

A digital, adaptive teacher
01
(Hyper-Personalized Education) Generative AI can serve as a virtual instructor,

drawing from resources and lesson plans to hyper- 02
personalize the learning experience. The model can
Generative AI can be used to hyper- Issue/opportunity check the student’s work and comprehension and
personalize digital teachers that can adapt The demand for schoolteachers can often exceed adapt lessons and learning strategies according to
the student’s individual weaknesses, strengths, and
03
to student learning needs and curricula. supply. While the available teachers contend with
preferences.
larger class sizes, they also need to accommodate
students with different learning styles and A force multiplier for teachers 04
educational needs. Yet, because of the one-to- When personalized digital teachers can work with
many nature of traditional schools, teachers are students one-on-one to master new skills and
challenged to deliver the kind of personalized knowledge, the human instructor can focus on 05
higher-level planning, interacting with students,
learning support and instruction that students
evaluation, and student support.
need to be successful.
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Education 2.0
01

02
While digital teachers can offer valuable Because Generative AI is susceptible Student data is subject to education
advantages in adaptive learning, the to outputting inaccuracies and regulations, making model security and
03
model should not be expected to satisfy hallucinations, there is a risk that a virtual data privacy a priority when deploying
all of the important lessons teachers impart, such teacher could teach incorrect facts or produce poor digital teachers.
as social lessons around collaboration, conflict learning strategies. 04
resolution, and empathy. The human element in
teaching is essential, and educational institutions
need to take a responsible approach to integrating 05
Generative AI-enabled teachers.
06
Potential benefits
Catering to the student Remedy the talent gap Removing barriers

Employing adaptive learning with Generative AI can Leveraging Generative AI helps overcome teacher A Generative AI-enabled teacher is not restricted
promote knowledge retention and understanding shortages, allowing more students to access to a physical classroom. With online access, digital
by tailoring teaching approaches to the student’s quality education. teachers could be accessible to students in any
learning style. environment or geography, helping to bring down
barriers to attending school.
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Digitizing policymaking How Generative AI can help

Generative AI assistant
01
(Policy Creation Assistant) Generative AI can identify data dealing with the
same themes and topics and summarize that 02
information in response to user queries, helping
Generative AI can be used to search large Issue/opportunity identify policy differences, conflicts, and gaps.
volumes of policy documents and output Because the data that is relevant to GPS is stored
Citizen engagement in policymaking
03
natural language responses to user queries in different locations and formats, it can be difficult
Using Generative AI, governments can create
in complex policy environments. for analysts and policymakers to effectively query
interactive platforms and chatbots that encourage
datasets and retrieve relevant information in a citizens to participate in policymaking discussions. 04
timely manner. With nomenclature issues, it can The AI-driven interface can gather public opinions
also be challenging to identify associated data and feedback on policies, making it easier for citizens
topics and types. The result is a diminished ability to voice their views. 05
to digitize policymaking and discussion while also
complicating interactions around policy matters.
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PROCESS
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EFFFICIENCY
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Digitizing policymaking
01

02
Privacy Fair and impartial
Some of the data relevant to policy Various stakeholders aim to influence
issues may be sensitive or restricted, policymaking. Generative AI might be
03
and the Generative AI model may require biased in giving higher weightage to
controls to limit which users can access comments and input coming from one source over
which datasets. other. It has the potential to develop biased policies 04
that are in favor of certain businesses or sections of
the society.
05
06
Potential benefits
Data query at scale Participatory policymaking

By reviewing large volumes of policy documents, Using Generative AI to better identify and incorporate
the user can accelerate information gathering and a diversity of views and stakeholders supports more
increase their capacity and efficiency in querying robust and complete representation in policy matters.
disparate datasets.
88
Drafting contracts and SoWs How Generative AI can help

Automated drafting
01
(Procurement) Generative AI can automate the RFP and SoW writing

process by generating the initial drafts based on 02
templates, historical documents, or specific prompts
Generative AI can analyze offerings from Issue/opportunity provided by procurement officials.
existing vendors, match to an organizational Governments procure billions of dollars in goods
Extracting information
03
need, generate requests for proposals, and and services annually.2 Traditionally, government
Generative AI’s advanced Natural Language
analyze the responses. procurement requires significant volumes of
Processing (NLP) capabilities can
paperwork, which can lead to delays. Many help extracting relevant clauses and requirements 04
government procurement contracts are highly from existing contracts, SoWs, and legal documents.
detailed and often incorporate a range of clauses Such information can be used to either create
and requirements from payment terms to export new contracts or assess the risks posed by 05
existing contracts.
controls to wage and workforce requirements.
Drafting requests for proposals (RFPs) and
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contracts and then generating statements
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of work (SoWs) requires significant time and
resource investments.
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Drafting contracts and SoWs

01

02
Explainability Privacy
Generative AI may not be able to explain Ingesting existing and historical
why certain clauses are added to a contract contract data may pose data privacy
03
while others are excluded, which is vital and legal hurdles. Model governance
information for the human user validating is necessary to ensure the Generative AI model,
the outputs. as well as the underlying data, meet privacy rules, 04
regulations, and standards.
05
06
Potential benefits
Time savings Improved consistency

Creating initial document drafts with Generative Generative AI can develop drafts while adhering to
AI can expedite the writing process and lead to predefined guidelines in prompts, which supports a
significant time savings, compared to manually greater level of consistency across report writing.
creating each contract or SoW from scratch.
90
Onboarding caseworkers How Generative AI can help

Developing training manuals
01
(Case Management/human services) Generative AI can code exit interviews of retiring

and experienced caseworkers to distill important 02
lessons for new hires. Additionally, Generative AI
Generative AI can help caseworkers parse Issue/opportunity can automatically generate onboarding documents
notes, analyze policy documents, and assess Health and human services agencies can face and training videos customized to the role of a newly
hired caseworker.
03
eligibility to propose interventions. workforce challenges due to high turnover,
increased caseloads, and insufficient training.
Queries on program rules
When new employees are brought onboard, When a Generative AI model is trained on policy 04
it can take months of training for the staff to manuals, program rules, and historical cases, it can
become fully productive. This, coupled with high help answer questions from new caseworkers and
turnover, ultimately impedes an agency’s ability to bring them up to speed more quickly on complex 05
and continually changing program rules and policies.
carry out its mission and serve individuals.
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Onboarding caseworkers
01

02
Privacy Fair and impartial
Ingesting data from historical cases could As training manuals rely on decisions made
expose the model to sensitive or protected in the past, as well as on the experiences
03
information, creating new data privacy of retiring caseworkers, biases in previous
issues as the model may leak or accidentally divulge decisions may be encoded in training manual content
protected data. created with Generative AI. 04
05
06
Potential benefits
Faster onboarding Promoting efficiency Positive user experience

When caseworkers can be more quickly and efficiently Leveraging Generative AI to automate aspects of More efficient processes around case management
onboarded, it helps the agency begin to rapidly reduce case management can reduce the time-consuming can improve the citizen experience and support
backlogs in health and human services. paperwork burdens on caseworkers. positive interactions.
92
Multilingual citizen services How Generative AI can help

Aiding frontline workers
01
(Service delivery) Generative AI can be used to create real-time audio

and text messages in different languages as frontline 02
workers interact with residents around a variety
Generative AI can help with language Issue/opportunity of services, such as social care, healthcare, and
translation to support the delivery of more In recent years, governments have enacted laws emergency response.
03
inclusive services to citizens. and published policies to make government
Translating official documents
services more inclusive and equitable. Further,
Government agencies often deal with the publication
many governments around the world serve of official documents, laws, regulations, and policies. 04
diverse populations with varying language Generative AI can help streamline the translation
proficiency and linguistic backgrounds. This process, and produce accurate and consistent
challenges agencies to develop multilingual translations. 05
websites, translate official documents, and
Announcement and website translation
support frontline workers with translation tools Government websites and public information
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so they can better communicate with all citizens.
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quicky to make essential information more
accessible to a diverse population.
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Multilingual citizen services

01

02
The data used to train a Generative The translating model may be exposed to
AI model for use in translation may sensitive information, necessitating steps
03
not be consistently accurate or robust to ensure the model does not mishandle
across all languages, which could in turn lead or inappropriately divulge protected data and so violate
to poorer translations and access to citizen services for data privacy regulations. 04
some language speakers than for others.
05
06
Potential benefits
Real-time translation Translation at scale Improved accessibility

When audio or text can be translated into a multitude Generative AI can handle large volumes of document Generative AI can help governments achieve
of languages in real-time, it enables more seamless translation, giving an agency greater capacity to ensure their diversity, equity, and inclusion (DEI) targets
and conversational interactions with a diversity of government information and services are accessible to a by enabling inclusive service delivery through
language speakers. diverse audience. multilingual translations.
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Summarizing legislative How Generative AI can help

Summarizing official documents
01
documents Auto-generating transcripts of hours-long committee

hearings and summarizing important bills and
hearings can significantly reduce the administrative
02
(Legislative Administration ) burden on staffers.
Process and summarize policy

03
Generative AI can help legislative staff more Issue/opportunity proposals and research
rapidly transcribe and summarize hearings, Legislative offices are expected to hold hearings Legislative staff review a large volume of policy
legislation, documents, and official on important topics, respond to constituents, proposal and recommendations published by 04
experts. Generative AI can quickly summarize the
announcements. and make public announcements in the form of
documents for them, so staffers can spend more time
press releases. Manually transcribing hearings on higher level policy analysis and decision making. 05
and meetings is a time-consuming task. Further,
developing new legislation (where staff play a
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published by experts.
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Summarizing legislative documents

01

02
Generative AI may perpetuate latent biases Ingesting internal policy proposals can
based on its training set and generate expose sensitive information, requiring
03
skewed summaries that are partisan and offices to take measures that protect the
favor certain ideologies. confidentiality of internal documents.
04
05
06
Potential benefits
Reducing burdens Saving time

Generating summaries of official hearings can reduce Generative AI can quickly retrieve information and
administrative burdens on legislative staff so they can summarize it, saving legislators and staff time when
focus on more complex or value-driving tasks. reviewing lengthy, complex, or detailed documents.
96
01
02
03
The 04
Life Sciences 05
& Health Care 06
Generative AI Dossier
97
The Life Sciences & Health Care Generative AI Dossier
01
The Life Sciences and Healthcare First, Generative AI can be used to improve Second, Generative AI can be used to provide
(LSHC) industry has been a operational performance through improved N of 1, fit-for-purpose, and hyper-personalized 02
vibrant testing ground for employee productivity. In essence, it can help experiences to patients, customers, and
new AI capabilities. Facing large data organizations achieve more with less. It can be employees. Deployments that improve
03
volumes, health maladies that demand used to automate aspects of claims authorization experiences can optimize the customer and
new and better treatments, an aging and appeal, optimize R&D processes, and drive patient journeys, focus on health outcomes
global population, an array of regulatory waste out of procurement and contracting. It (rather than services), and enable new digital 04
obligations, the complexity of claims can also improve and scale population health products and offerings. With Generative AI,
processes, and the challenge of sharing reporting and analytics to drive consistency patient and customer engagement content can
patient information between organizations, in care, and it can boost speed to market be hyper-personalized at scale. Innovations such 05
LSHC enterprises seek greater efficiency, for offerings, customer engagement, and as like virtual therapy and virtual care assistants
speed, connectivity, and innovation, all drug commercialization. By accessing these move toward differentiating services that can
to drive patient care and better health advantages without adding new burdens to enhance the quality of care and health outcomes.
06
outcomes. Generative AI can help transform the existing workforce, the efficiency gained
healthcare and life sciences companies in through these kinds of deployments can have a
three archetypical ways. direct impact on the enterprise bottom line and
generate long-term stakeholder value.
Innovations such as virtual therapy and virtual care assistants move toward
differentiating services that can enhance the quality of care and health outcomes. 98
01
Third, Generative AI can be used to develop Together, these opportunity to improve efficiency,
and enhance enterprise digital and data experience, and data capabilities can accelerate 02
capabilities. As a component of the organization’s time to market, enhance agility, and build toward
technology ecosystem, Generative AI can the work, workforce, and workplace of the future.
03
help uncover insights by using an intuitive
interface to more easily interrogate enterprise
code and datasets. It can help extend asset 04
utility by consuming unstructured data from
across the enterprise systems and making
predictive recommendations, and it can improve 05
decisioning with intelligent semantic search. There
are also valuable advantages for the workforce
by augmenting skills and knowledge and adapting
06
to human resource challenges, like human capital
shortages and burnout.
As a component of the organization’s technology ecosystem,

Generative AI can help uncover insights by using an intuitive interface
to more easily interrogate enterprise code and datasets. 99
A co-writer for appeals How Generative AI can help

Retrieving policies and guidelines
01
(Denial Appeal Letters) A Generative AI retrieval model can reach across

large volumes of medical policies and member 02
plans to identify the necessary information for a
Generative AI can be used to draft denial Issue/opportunity claims appeal.
appeal letters, drawing from patient When a medical insurance claim is denied,
Extracting patient data
03
records and medical policies and guidelines hospital billing staff face a costly and lengthy
Using extractive algorithms, the organization
in a faster, more cost-effective way than process of reviewing patient records and medical
can rapidly consult unstructured medical notes,
human staff. policies to create an appeal letter. For US medications, lab results, and other electronic 04
hospitals, appeals-related administrative costs health records.
are measured in billions of dollars. Part of the
challenge is the amount of time required for staff Writing the appeal 05
With the necessary information gathered with AI,
to compile an appeal. While more than 60% of
an LLM can be used to generate an appeal letter.
denied claims are recoverable, vague reasons
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for denial and limited hospital billing resources
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result in only 0.2% of in-network claims being
appealed, with millions of dollars written off as
pecialized
uncollectable loss each year.3

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A co-writer for appeals

01

02
Accountable Privacy
When consulting highly detailed guidelines, By drawing from electronic health records,
policies, and records to appeal a claim the model is consuming health information
03
denied for vague reasons, the Generative whose protection is subject to laws
AI models working together to create the appeal may and regulations. Ensure that the data ingestion and
misinterpret the denial or the records, leading to an information outputted aligns with data protection and 04
unsuccessful appeal. Ultimately, a human needs to be patient privacy expectations.
accountable for validating appeal letters.
05
06
Potential benefits
Reclaim revenue Efficiency improvement

Automating the denial appeal process can supplement The implementation of advanced legal technologies can
hospital billing resources, leading to more denial greatly enhance the speed and efficiency of appeals,
appeals filed and potentially more revenue recovered. such as drafting and substantiating, when compared to
traditional manual methods. They have the potential to
streamline processes across both simple and complex
cases, making the legal workflow considerably more
time-effective.
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Faster admin for payers, How Generative AI can help

Supporting the provider
01
providers, and patients For providers, Generative AI can help prepare

a Prior Authorization submission by analyzing
submission requirements and guidelines and cross
02
(Accelerated Prior Authorization) referencing with a patient’s medical records to

ensure necessary requirements are met. Generative
AI can then aid in submission to the payer and
03
Using Generative AI to consume medical Issue/opportunity continually learn which best practices tend to lead to
policies, guidelines, and provider-submitted The Prior Authorization process is manual and Prior Authorization approvals.
information about underlying issues, patient
labor-intensive for both healthcare payers and 04
needs, and medical history, the organization Supporting the payer
providers. The process requires the input of
can automate a Prior Authorization submission For payers, Generative AI can help reduce the
coders who understand the intent of a payer’s
(Provider) or generate a Prior Authorization time required to make a Prior Authorization 05
approval or denial (Payer). Prior Authorization policies, as well as the need decision, impacting the patient experience. It
for medically necessary care management plans. also helps mitigate fraud by determining if there
The time required to consume medical records are anomalies in a provider’s coding practices
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Prior Authorization requests and records against the
Authorization submission, approval, or denial can payer’s policies and procedures.
lead to a long administrative process between the
pecialized
payer and provider, which can negatively impact More efficient operations
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patient satisfaction and the customer experience. For both payers and providers, using Generative
PROCESS
AI for Prior Authorization processes reduces work
3D/S
EFFFICIENCY
burdens and streamlines the ability to respond
to Prior Authorizations, which can reduce costs while
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Faster admin for payers, providers, and patients

01

02
Security Bias Reliable
Prior Authorization requires the provider The process for submitting and responding While the process for submitting and
and payer to communicate sensitive patient to Prior Authorization involves a standard responding to Prior Authorization requires
03
data, such as protected health information set of Prior Authorization rules and the a standard set of Prior Authorization rules
(PHI) and personally identifiable information (PII), patient’s medical history, which introduces the potential and the patient’s own medical history, there is a risk that
etc., which means this data is exposed to the model. for bias in Generative AI models. This bias might arise the model will misinterpret nuanced medical conditions 04
Risks included unauthorized third-party access, as due to the historical data used to train the model (e.g., of underrepresented populations that were not in
well as AI systems inadvertently revealing sensitive disparities in healthcare treatment or outcomes), and the training dataset, and so falsely deny the need.
information during the generation process, thus as a result, the Generative AI model could inadvertently 05
compromising patient data confidentiality. perpetuate and even amplify such biases by making
biased decisions or recommendations. The use of
standardized authorization rules and patient-specific
06
medical history, alongside continuous monitoring and
careful evaluation, helps mitigate this risk and promotes
fairer and more equitable outcomes.
Potential benefits
Speed and efficiency Continuous learning Improved patient experience

With Generative AI, providers and payers may require less A Generative AI feedback loop refers to the cyclical As the Prior Authorization process becomes more efficient,
time to understand policies, research patient medical records process where the AI model’s output is presented to patients can receive the care management they need
for compliance, and generate, approve, or deny a Prior users or evaluators for feedback, which is then used to without needless waiting for administrative processes to
Authorization request. iteratively update and refine the model. This enhances the conclude. This supports increased patient satisfaction
consistency and quality of outputs, enabling providers to by virtue of improved administrative and patient experience.
gain a deeper understanding of payer policies, streamline
decision-making processes, and ultimately allowing payers
to optimize their procedures. 103
Simplifying claims submission How Generative AI can help

Transformed claims processing
01
(Medical Coding) Using Generative AI to help categorize incoming

claims and analyze and assign accurate codes 02
can improve the overall accuracy, efficiency,
Generative AI can be used to create code for Issue/opportunity and speed of claims processing. This results
a claims department to categorize incoming The claims submission process in the medical in faster reimbursements for providers and
a streamlined experience for both the claims
03
claims and billing for medical services industry can be laborious and error-prone,
department and patients.
and procedures, which can improve the involving the manual categorization of a large
accuracy, efficiency, and speed in the claims volume of incoming claims with complex medical Reduced labor burden 04
submission process. codes. This time-consuming task leads to By leveraging an LLM, the human workload in the
backlogs, delays, and potential payment issues claim’s submission process can be redirected to
for healthcare providers. higher value-added tasks which could result in 05
administrative cost savings for the payer.
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Simplifying claims submission

01

02
Fair and impartial Privacy Reliable
A Large Language Model (LLM) used in To assess coding accuracy, the Medical coding is highly regulated
medical billing may be susceptible to bias LLM compares the billed codes with with strict penalties for over/under
03
owing to skewed training data, incorrect the patient medical history, which exposes coding. The accuracy and reliability of
labels, and under-represented cases, potentially leading the patient’s data to the underlying model and creates LLM outputs in this regard is essential, as mistakes could
to incorrect claim categorization. To mitigate these potential privacy risks that need to be mitigated. carry consequences. Reliability may be challenging 04
issues, careful data collection, diverse model testing, in part because patient medical history may contain
and continuous monitoring and adjustment are vital for multiple modalities (e.g., text, images, and video).
ensuring fair and accurate performance. 05
06
Potential benefits
Accuracy to limit revenue loss Time efficiency

Leveraging an LLM can help reduce the risk of coding Automating the review of medical records can save
errors. This can help increase billing accuracy and valuable time for healthcare practitioners, enabling
decrease revenue loss due to errors. them to focus on more meaningful work.
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The Life Sciences & Health Care Generative AI Dossier How Generative AI can help
Sorting customer archetypes
Personalized service for patients Customer claims questions often fall into
archetypes, such as “claim status,” “coverage status,”
and “explanation of benefits.” A Generative AI model
01
(Claims Assistant) can be fine-tuned on these archetypes to address

nuanced, customer-specific needs.
02
Generative AI can assist human staff in Issue/opportunity Improving the customer experience
generating responses to customer questions The customer service experience has a direct Generative AI can support the IVR process by cross
referencing the patient’s medical and claims history 03
about the claims process, insurance impact on patient perception, even without any
to create a more personalized and comprehensive
coverage, and other plan details. change in charged costs or appointment wait
user experience. It can also summarize next steps on
times. This is particularly relevant in the the patient’s account for future follow-up. 04
context of payer call centers, where patients can
spend significant time navigating Interactive Voice Supporting human staff
Response (IVR)-based responses. Operational Live agents can be supported by having the AI model 05
summarize customer questions, compare it to past
inefficiencies or limited capacity in the call center
successful resolutions and remediation plans, and
can translate to decreased customer satisfaction. provide real-time recommendations for next steps.
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What is needed is a method for supporting more
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customers more quickly while also reducing call able to function as a live agent.
volumes handled by associates.
Increasing capacity
pecialized
By leveraging web-based textual support

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in conjunction with the call center, payers

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and empathetically to customer questions,
simultaneously serving more customers while
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operational efficiencies.
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Personalized service for patients

01

02
Fair and impartial Reliable
The presence of geographic Generative AI outputs may not always be
and socioeconomic bias implicit in accurate, and with the risk of hallucination,
03
claim or plan details may lead the the AI could return responses that are
system to provide less accurate responses to misaligned with claim or plan details.
customers from underrepresented regions or 04
socioeconomic backgrounds.
05
06
Potential benefits
Enhanced customer satisfaction Increased efficiency Strategic insights

When live agents can provide real-time, personalized When IVR is augmented and improved with Generative Generative AI can process customer and text analysis
feedback and answers to the customer, it improves the AI, the model can handle simple or straightforward to reveal trends and insights, such as the types of
overall customer experience when inquiring about plans customer inquiries while more complex questions are claims/visits causing the most issues, when customers
and benefits. directed to a live agent. are most upset, and the topics that tend to confuse
customers the most. These insights can inform strategic
decisions for the payer and provider.
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A physician’s message manager How Generative AI can help

Triaging the in-basket
01
(Provider In-Basket Management) Generative AI can be used to review routine

messages (e.g., Rx refills, scheduling) and delegate 02
simpler tasks to automation.
An LLM can be used to process messages Issue/opportunity
in a healthcare provider’s in-basket, The amount of time required for primary care Message assistant
PCPs can leverage Generative AI to summarize
03
accelerating responses while liberating providers (PCP) to accomplish both administrative
complex clinical messages for review and use
physicians to focus on patient-facing care. and patient care responsibilities can exceed what
the model to draft replies for provider input and
is possible in a day. In some cases, upwards of response. Drafts are informed by the model 04
two-thirds of time is spent on administrative, consulting prior in-basket replies and EHR data.
non-patient facing work. The 21st Century Cures
Act encourages electronic medical records (EMR) Insights at scale 05
By using AI-enabled in-basket message systems
in-basket usage, which led to a dramatic increase
at scale, organizations can identify issues
in in-basket messages during the COVID-19 related to patient negativity in their messages.
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pandemic. The result is significant burdens on
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PCPs, which is contributing to physician burnout.4 dissatisfaction, frustration, confusion, or concern
about care can inform interventions that may
improve the patient experience.
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A physician’s message manager

01

02
Security Accountable
Use of AI in in-basket systems If messages are composed or summarized
involves collecting, processing, and storing with inaccurate information, it could lead
03
large amounts of sensitive patient data, the PCP to erroneous decision making or
such as medical history, diagnoses, and treatment poor patient engagement, which can have significant
plans. This data is subject to strict privacy laws, and any consequences for patient health, trust in the healthcare 04
unauthorized third-party access could result in legal and provider, and the reputation of the organization.
financial consequences for healthcare providers.
05
06
Potential benefits
Physician support Timely responses Patient sentiment

By using an AI-enabled in-basket system, the PCP’s time- A more efficient process for working through in-basket By identifying and tracking signals of negativity at
consuming administrative tasks are reduced, permitting messages can lead to faster responses to patient needs, scale, healthcare providers can gain insights into
more patient-facing work and mitigating one cause of contributing not only to be a better patient experience common pain points in the patient experience. This
physician burnout. but potentially also better health outcomes. could help them proactively address these issues,
whether by adjusting their practices, improving
communication, or implementing other interventions
to enhance patient satisfaction.
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Unlocking the cures How Generative AI can help

Cost reduction
01
(New Drug Discovery/Generation) The use of Generative AI in the verification of drugs

during clinical development could significantly 02
reduce costs. This is due to its ability to run
Generative AI can be used to model the Issue/opportunity simulations and select the best potential candidates
structure and function of proteins and Despite advancements in medical treatments, for further testing, thereby minimizing the need for
extensive real-world iterations.
03
biomolecules, accelerating the identification numerous diseases still lack effective solutions
and validation of molecules and the creation due to the complex, costly, and time-consuming
Promoting public health
of new drug candidates. process of drug discovery and verification. Generative AI has the potential to significantly 04
The challenge of drug development lies improve public health by accelerating the discovery
not just in discovering potential treatments of better treatments and cures for diseases. Its
but also in the rigorous verification of their ability to analyze and learn from vast amounts of 05
data can lead to more targeted, effective treatments,
effectiveness, a process that is both costly and
directly benefitting patients and, by extension,
time-consuming. Compounding these issues society at large.
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are the unique complexities of clinical trials,
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which need to account for diverse populations, Enabling collaboration
varied interactions with other treatments, and Generative AI can facilitate improved communication
and knowledge sharing across research groups. It
pecialized
potential side effects. Furthermore, the rarity of

can process and make sense of data from various
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some diseases creates additional hurdles due sources, breaking down data silos and opening new
NEW DISCOVERY
to limited data from fewer patients, making the opportunities for collaboration and innovation in
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AND INSIGHTS
development even more challenging. experimentation.
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Unlocking the cures

01

02
Transparent Responsible
Generative AI can play a vital role Monitoring current and evolving
in enhancing transparency in data regulations early in the process is crucial
03
collection and sharing. Using Generative to gaining public trust and ensuring
AI to track and document all data processes, from ethical Generative AI deployment. By demonstrating
sourcing to utilization, can help ensure that all stages a responsible approach to AI implementation and 04
of data collection and sharing are transparent, adhering to established regulations, organizations
auditable, and compliant with established standards. can prevent misunderstandings and help ensure that
This, in turn, can foster trust among stakeholders, scientific progress is not slowed by regulatory issues. 05
prevent the monopolization of the domain, and
accelerate innovation.
06
Potential benefits
Cost reduction Promoting public health Fostering collaboration

The use of Generative AI in the verification of drugs Generative AI has the potential to significantly improve Generative AI can facilitate improved
during clinical development could significantly reduce public health by accelerating the discovery of better communication and knowledge sharing across
costs. This is due to its ability to run simulations treatments and cures for diseases. Its ability to analyze research groups. It can process and make sense of
and select the best potential candidates for further and learn from vast amounts of data can lead to more data from various sources, breaking down data silos
testing, thereby minimizing the need for extensive targeted, effective treatments, directly benefitting and opening new opportunities for collaboration
real-world iterations. patients and, by extension, society at large. and innovation in experimentation.
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The Life Sciences & Health Care Generative AI Dossier How Generative AI can help
Empowering professionals
Democratizing model creation

With its capacity for learning from and adapting to
iterative feedback, Generative AI can act as an enabler
01
for professionals across various sectors. It offers the
opportunity to continually refine domain-specific
(Knowledge Domain Model Development) models by adding new training data. This iterative
enhancement increases the model’s accuracy, utility, 02
and relevance to the user’s specific professional needs.
Generative AI can remove UI hurdles with Issue/opportunity
In this way, Generative AI can empower professionals by
reinforcement learning (RL) without need Developing novel models for LSHC continues to providing them with tailored, precision tools that evolve
03
for tech staff. demand a high degree of technical proficiency to with their work.
perform data exploration, feature engineering,

Streamlining healthcare model development
model training, and evaluation. Frequently, the Generative AI can help simplify model development in 04
steps involved in model training lack a user- the complex and highly-regulated healthcare industry.
By focusing on intuitive user interface designs and
friendly interface, posing accessibility challenges
automated processes, Generative minimizes UI obstacles,
for healthcare professionals and domain experts making it more accessible for professionals to refine
05
who may not possess extensive technical and improve their models. Consequently, this increases
backgrounds. Simultaneously, the quality and the effectiveness and accuracy of models in healthcare,
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driving more efficient outcomes. 06
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on domain expertise and practical experience. Improving alignment
Overcoming this divide between technical Generative AI leverages reinforcement learning (RL)
techniques, a type of machine learning where an AI
pecialized
acumen and domain knowledge remains the

system learns to make decisions by trial and error,
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primary obstacle in harnessing the complete to validate and improve its outputs. This process
PROCESS
capabilities of AI within the field of LSHC. assists in mitigating prevalent AI challenges, including
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hallucinations or confabulations, ambiguity, and
colloquialism misuse. As a result, it bolsters the AI’s
Vi reliability and furnishes professionals with more precise
de xt models and predictions, thus aligning AI capabilities
o Te
more closely with user requirements.
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Democratizing model creation

01

02
Reliable Transparency
Hallucinations or confabulation could lead The Generative AI system itself
to the execution of incorrect procedures or incorporates tools that offer transparency
03
use of suboptimal reagents and equipment, into the data engineering pipelines,
causing inaccurate experiments and inefficient use of including data preparation stages. This inherent
resources. Particularly in medical or pharmaceutical transparency facilitates an understanding of the AI’s 04
labs, inaccurate information could even lead to functioning within the organization, fostering trust in the
compliance or regulatory issues. accuracy and reliability of the AI system’s outputs. It is a
crucial component of the AI use case, demonstrating the 05
system’s accountability and promoting its acceptance
across the organization.
06
Potential benefits
Enhance institutional knowledge access Increase development throughput Cost management

Generative AI can help reduce institutional knowledge Domain area experts can drive more self-sufficient This approach to model development empowers
loss due to employee exits and enable on-demand model experimentation and development by utilizing employees to take part in model experimentation,
access to domain-specific knowledge across model outputs in natural language and synthesizing reducing costs associated with MLOps and
the organization. insights about optimal procedures, reagents, technical specialists.
equipment, and techniques into a comprehensive
and accessible format.
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Optimizing lab procedures How Generative AI can help

Generation of novel processes
01
(Experimental Design) Leveraging historical data and scientific principles,

a Generative AI model could suggest novel 02
experimental designs, more efficient processes,
Generative AI can be used to Issue/opportunity or alternate uses of reagents and equipment,
create procedural templates and Laboratory personnel, including researchers, stimulating innovation in laboratory procedures.
03
recommendations on best practices technicians, and managers, often face challenges
Data analysis and interpretation
(e.g., reagents, equipment, techniques). in maintaining up-to-date procedural templates
The Generative AI uses a large language model
and ensuring the consistent application of best (LLM) to analyze data from lab protocols, 04
practices, especially as scientific knowledge equipment specifications, previous experimental
evolves rapidly. These challenges can lead designs, reagent usage, and techniques, providing
to inefficiencies, errors, and inconsistency in a holistic understanding of laboratory procedures 05
and principles.
experiments or analyses. Additionally, without
a central source of curated recommendations,
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time and resources may be wasted sourcing
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and comparing various reagents, equipment,
and techniques. These pain points present an
pecialized
opportunity for Generative AI to streamline and

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enhance laboratory processes.

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Optimizing lab procedures

01

02
Robust and reliable Accountable Explainable
The integration of multimodal text In the event of erroneous design With the application of AI in experimental
and images of complex structures and recommendations, accountability may design, there may be challenges related
03
processes in experimental design presents be an issue. Determining who bears to explainability. If scientific or academic
complexity. This can heighten the risk of unworkable, the responsibility for incorrect designs and their papers are to be published based on the results,
unfeasible, or inefficient designs, as interpreting and potential consequences is important. The roles of authors need to be able to adequately explain the 04
accurately representing this diverse and intricate human oversight and system validation need to be methodology behind the AI recommended designs,
data can be challenging. These challenges could clearly defined. which can be inherently complex due to the black-box
potentially lead to errors in the design and execution of nature of some AI models. 05
experiments, resulting in failed or less reliable outcomes
and unnecessary time and resource expenditure.
06
Potential benefits
Efficiency Lower cost

LLMs can reduce the time and effort needed With less time required for experimental design,
for experimental design by streamlining organizations can reduce the overall operational costs
and accelerating the data analysis, procedure of experiments while also increasing their throughput.
consolidation and providing immediate
best-practice recommendations.
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Revealing the rules How Generative AI can help

Text processing
01
(Automated Regulatory Compliance) Generative AI can be used to extract

regulations for one specific purpose from 02
thousands of pages of regulatory texts,
Generative AI can be used to support and Issue/opportunity expediting and enabling compliance.
enhance compliance by processing large Compliance to ever-changing regulations in
Transforming the legal support ecosystem
03
amounts of regulatory documents from every geography is a costly, time-consuming
As Generative AI handles the laborious, detail-
multiple geographies. process for pharmaceutical companies. Even
oriented process of regulatory text processing, it can
with significant investment in legal help, also lead to a commensurate decrease in the need 04
regulatory compliance can be hard to achieve. for third-party legal and compliance support.
Regardless of the attempt, the fines associated
with non-compliance are high. Mitigating financial risk 05
By employing Generative AI in regulatory
compliance, the potential financial risk associated
with non-compliance can be significantly reduced.
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Revealing the rules

01

02
Explainable Privacy Reliable
Generative AI models may produce outputs While regulatory authorities may vary, A Generative AI model trained to extract
that are difficult to interpret, making it data privacy around personal health compliance factors from regulatory
03
difficult to validate the outputs and explain information remains a priority, and data documents may be susceptible to
the reasoning to regulatory authorities. that is not anonymized first may leak and become outputting information that looks accurate but is a
inappropriately disclosed. hallucination, making human validation an important 04
element for mitigating risks around reliability.
05
06
Potential benefits
Cost reduction Fuel for growth

Using Generative AI to process regulatory documents When regulatory compliance becomes tractable across
reduces the need for humans to perform time- geographies because of Generative AI processing
consuming tasks, thus lowering the cost of compliance. capabilities, it helps the organization confidently expand
business operations globally.
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Toward a superior supply chain How Generative AI can help

Precision in demand forecasting
01
(Demand Forecasting & Price Optimization) Generative AI, employing advanced machine
learning algorithms, can greatly enhance supply- 02
demand balance. By ingesting and analyzing data
Generative AI can be used to reach Issue/opportunity from diverse sources (e.g., finance, procurement),
across datasets related to supply chain A variety of factors frustrate pharmaceutical the model can generate nuanced forecasts. This
cross-silo data utilization leverages deep learning
03
management, helping increase precision in company efforts to optimize their supply chain
capabilities to identify patterns and trends that
supply and demand forecasts. and better meet market demand. A shortage of
could be missed using traditional methods, thus
product can lead to negative health implications mitigating the risk of product shortages. 04
for patients, while transport delays or
overstocking for perishables can hamper gains in Localized forecasting
the margin. Meanwhile, geographical disparities Generative AI’s ability to incorporate multiple 05
variables and local context factors takes forecasting
between disease prevalence are difficult
to a new level. The model can integrate local
to analyze and manage. All this comes in the geographical characteristics and disease prevalence
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context of traditional supply chain management
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issues like weather, traffic patterns, warehousing factors, to generate highly accurate, micromarket-
costs, and the need to discard expired medicines. specific demand forecasts. This is possible due to
the system’s contextual learning capability, which
pecialized
allows it to understand and learn from complex

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environments and situations.

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Toward a superior supply chain

01

02
Generative AI’s outputs, while increasingly To trust the model, supply chain managers
accurate, should be subjected to human need to understand how it calculated
03
validation to ensure risk mitigation. Despite demand and supply estimates. Clear,
the AI’s advanced capabilities, there’s a need for human interpretable outputs make AI-driven decisions more
oversight to avoid potential errors, ensuring that the AI’s transparent, fostering trust and facilitating wider 04
recommendations align with real-world constraints. adoption of these advanced technologies in supply
chain operations.
05
06
Potential benefits
Moving towards net-zero Efficiency drives gains

The precision and efficiency brought about by Generative AI can significantly The implementation of Generative AI can lead to lower prices for patients,
contribute to an organization’s sustainability goals. It minimizes waste and reduces increased revenue for enterprises, and cascading financial benefits for insurers
carbon footprint by avoiding overproduction and unnecessary transportation, and governments. This is possible due to the AI’s capability to create optimized,
which is achieved through the AI’s optimization capabilities that efficiently align cost-effective supply chain strategies, which result in resource savings and
demand with supply. enhanced profitability.
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01
02
03
The 04
Technology, Media 05
& Telecommunications 06
Generative AI Dossier
120
The Technology, Media & Telecommunications Generative AI Dossier
01
The data-rich Technology, With Generative AI, some of the greatest potential existing AI ecosystem, the business is positioned
Media & Telecommunications value is found in accelerating efficiencies through to create hyper-personalized content for 02
(TMT) industry faces a range of digitization. It can help shift the organization customers, craft and target ads to specific users,
opportunities for digitization, as well as a from being product-focused to customer- and permit translation at scale. This can drive
03
challenge in managing and analyzing vast centered. Using Generative AI to access new and more business while also catering to
amounts of information. TMT businesses insights and correlations in structured and customer expectations for customized products
have seen some success in leveraging unstructured enterprise data helps align offerings and services. 04
AI to reduce manual effort and improve with customer demand, drive operational
efficiency, and while some enterprises are agility and productivity, and transform how
well on their way to AI maturity, others TMT enterprises operate, create products, and 05
are just getting started. Generative AI can engage customers. The Generative AI use cases
be the enabling technology that allows are already apparent: creating more effective
TMT businesses at all levels of AI maturity marketing campaigns, accelerating copywriting
06
to accelerate digital transformation and and research, deriving new product concepts,
unleash entirely new capabilities and and supporting software engineering. By
business outcomes. integrating Generative AI with the organization’s
With Generative AI, some of the greatest potential value

is found in accelerating efficiencies through digitization. 121
01
Generative AI can also be used as an integral New opportunities often come with new
tool for risk management processes. Analyzing challenges, and the risks and complexity with 02
real-time network data, models can enable Generative AI can be significant. What is more,
simultaneous, continuous anomaly and pattern the global regulatory environment around AI
03
detection, catching discrepancies and providing is still in flux, challenging TMT enterprises to
a root cause analysis. By monitoring connectivity anticipate government rules and implement
between critical hardware, software and the governance and compliance processes 04
data lakes, systems leveraging Generative AI that are essential for AI programs, including
could not only flag network and infrastructure those using Generative AI. Still, challenges and
irregularity but then also analyze it and risks notwithstanding, TMT companies face 05
automate response mechanisms. a transformative opportunity to focus on the
customer, streamline and accelerate processes,
free up human capital for creative, value-driving
06
tasks, and ultimately, help companies grow,
innovate, and succeed.
New opportunities often come with new challenges, and the

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Conversational chat How Generative AI can help

Personalized customer self-service
01
for customer service Combining an LLM with Conversational AI can

deliver customer support in a local language,
tailored to customer preferences. Virtual
02
(Virtual Voice Customer Assistants) troubleshooting can personalize the customer

experience, and a virtual assistant could also provide
product recommendations and generate offers that
03
With a Generative AI-enabled voice Issue/opportunity increase customer satisfaction.
assistant, customer concerns can be When it comes to customer support, there are
remedied faster and in line with company often high operational costs associated with Interactive Q&A 04
Automating personalized responses to common
policies and standards while maintaining or customer care. This owes to customer service
customer inquiries during the pre- and post-sales
even enhancing customer satisfaction. agents (CSAs) processing large volumes of cases, process can reduce customer response times and 05
even though the resolutions may be simple increase cost savings.
and could be automated. More traditional
Context summarization
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chatbots can be limited because they rely on pre- 06
dio de At the end of a customer interaction, it is necessary
Au programmed dialogue, which may not contain
for an agent to document the context of the
all of the answers a customer is likely to ask. A interaction. While critical to the business, it is an
Virtual Voice Customer Assistant, powered by expensive, time-consuming activity that results in
pecialized
an LLM, could overcome the challenges with increased agent handle time. With Generative AI, the
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conversational dialogue, CSA capacity, and process takes moments.

COST
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knowledge management.
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Conversational chat for customer service

01

02
Reliable Robust
While models can be highly accurate, Automating elements of customer service
they remain susceptible to outputting can increase capacity and speed, but it is
03
false or incomplete information, which important to ensure customer support
could lead to a negative customer experience with quality is maintained in the process of deploying and
the chatbot. This underscores the need for human using a Generative AI-enabled chatbot. The deployed 04
validation and risk mitigation across the AI lifecycle to virtual customer assistants need to be sufficiently
limit the potential for hallucinations. robust to provide equally personalized and empathetic
support across all customer regions. 05
06
Potential benefits
Cost reduction Improved real-time speech AI Knowledge management

A reduced case load for CSAs enables reallocation Customers can engage in natural language The virtual agent can summarize notes and
to complex cases or value-driving tasks. with a chatbot that understands technical and update resources based on new case resolutions.
company-specific language, as well as human
intent and sentiment.
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Generative AI for gamers How Generative AI can help

Ongoing content development
01
(Game Content Development) Post-release, developers can rapidly

generate and deploy new gaming assets as 02
expansions or microtransactions, such as
Developers can leverage Generative AI to Issue/opportunity seasonal or downloadable content (e.g., new
maintain and update their game with new Game development requires a massive up-front characters, weapons, and skins). Developers can
use text prompts to generate new content in line
03
assets and content in line with user investment in time, resources, and capital. AAA
with the current game and even community desires
community requests and interests. games can cost tens of millions of dollars to
and upload those assets to the existing game.
develop and take years to complete. These costs 04
will only rise as players increasingly demand
more complex games, more post-release
support, and more frequent content updates. 05
Generative AI provides the gaming industry with
an opportunity to bend the cost curve through
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enhanced development efficiency, while also
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simultaneously meeting player demands.
pecialized
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Generative AI for gamers

01

02
Accountable Security Fair and impartial
Generated content resulting from a The player’s personally identifiable Generated assets may over-index on
model trained with proprietary third- information could be fed into the models as player segments providing feedback
03
party data may lead to copyright claims they interact within the game, which raises or residing in specific regions. This
if it is deemed to be too similar risks around cybersecurity and regulatory compliance. uneven sampling of the input data could lead to
without substantial variation. The collection of PPI, even inadvertently, places an bias in what assets are generated, and it may lead 04
obligation on the organization to secure the data as it is to missed opportunity and revenue, as some of the
accessed, transferred, and stored. customers are ignored.
05
06
Potential benefits
Greater efficiency for greater creativity Cater to gamers Drive new revenue
By automating the process of creating game More immersive, controllable, responsive, engaging, When add-on content can be generated with minimal
content, developers have more capacity to work and unique experiences for gamers (based on human involvement, it creates new revenue streams
on creative game designs and explore new, community requests and existing popular assets) with minimal investment.
innovative ideas. has a direct impact on the player lifetime value.
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Annotation with automation How Generative AI can help

Reducing code documentation efforts
01
(Code Summarization and Documentation) Generative AI can be used to review code and create
output summaries and application documentation 02
in a concise, human-readable format. It can also
Automating code summarization and Issue/opportunity automatically pick up important code blocks and
documentation frees up developers to focus Traditionally, a thoroughly commented add comments for explanation or summarization.
03
on higher-value tasks, while also enabling and structured codebase is difficult to
Preparing summaries for multiple audiences
code explainability for technical and non- maintain due to resource turnover, time
Code summaries can be autonomously
technical stakeholders. constraints, and siloed knowledge. This step generated for non-technical audiences, such 04
is often deprioritized in code development. as business analysts, product managers, and
The complexity of code and limited functional stakeholders.
comments slows the process of upscaling 05
Generating code from
new resources on an existing codebase.
natural language descriptions
What is more, lack of communication across Code can be created from the structured
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development teams without clear code
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commenting or summarization leads to silos of development) from non-technical audiences,
knowledge where each developer only knows such as business analysts and product managers,
without having to write it manually from scratch,
pecialized
certain portions of the code.

thus reducing time-to-development while
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increasing efficiency and productivity.

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Annotation with automation

01

02
Robust Transparent and explainable
Generated code documentation may Domain/developer-specific
lack business context. Generative AI variables and comments may not
03
can support documenting the “what” be interpretable and could result
and ”how” of the code, but the “why” may still need to in inaccurate summarization or documentation.
be added by the development team. In addition, code Clearly named variables and aliases used in the code 04
summaries may miss nuances and interdependencies will improve Generative AI’s documentation.
in the codebase. High-level summaries may need to
be supplemented with insights or interdependencies 05
from other relevant files.
06
Potential benefits
Resource efficiency Understandable codebase Improved onboarding

Using Generative AI returns significant time savings for Generative AI summaries and documentation Summaries and documents help new developers rapidly
developers, allowing them to focus on producing code, are inserted in a consistent writing style that can understand existing code and software, expediting the
rather than adding commentary to existing code. be understood by any development team member. onboarding process.
128
Content creation with AI How Generative AI can help

Creative assistant tool
01
(Generative AI-Enabled Creative Tools) Generative AI can be used to create imagery

and apply edits using descriptive commands. 02
Conversational editing, text-to-template, text-to-
Content creation can be facilitated and Issue/opportunity image, and more allow users to expedite the
enhanced with Generative AI tools that Content creators and managers are faced with editing phase of the content creation process.
03
minimize the need for manual editing and large volumes of data that require considerable
Picture editorial
time-consuming content management. time to generate, edit, and oversee. There are
Producers can automate footage management
significant time and resource investments with video-to-text Generative AI to evaluate and 04
needed for video and image editing, and the create tags for scenes and content. Text-to-video
volume of content creates challenges around commands (e.g., “add more rain to this scene”)
data management and finding the right content can be used to enhance and accelerate the 05
editing process.
at the right time. Amid this, content creators
face tight deadlines that require high levels of AI “reshoots”
Co
efficiency for content management and editing.
06
dio de Content creators can use scripts and 3D scans
Au
of actors to generate new content, alter footage
to create more realistic special effects, and
allow studios to make edits without the need
pecialized
for reshoots.
Im age
ACCELERATING
3D/S
INNOVATION
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Content creation with AI

01

02
Generative AI tools may be trained with Noticeable changes in style and If bad actors access the underlying models
large databases of media and content, brand quality due to Generative AI or applications, it could contribute to the
03
some of which may be copyright protected. content creation and editing may erode spread of fake content on behalf of the
As a result, the model outputs may include aspects consumer trust in the brand and content. organization, leading to misinformation. Model owners
of a creator’s or studio’s work or style that are not should ensure strong privacy and access controls to 04
attributed to them, which raises legal and civil risks for mitigate this risk.
the organization.
05
06
Potential benefits
Greater efficiency Improved content quality Content tailored to the audience

Content management stakeholders can gain Generating novel content can supplement the human With Generative AI, creators can hyper-
efficiencies by leveraging creative tools to facilitate creative process and potentially lead to a higher personalize content with prompts driven by consumer
work and even create net-new content across the quality product. trends and interests.
production lifecycle.
130
Translate specs for sales How Generative AI can help

Technical spec summarization
01
(Technical Sales Knowledge Management) Generating summaries of technical specifications

for customers based on targeted text-based query 02
entries can help the sales staff understand which
Generative AI can help sales staff quickly Issue/opportunity products meet customer requirements. It may also
find and translate technical specifications When sales staff are promoting technology help staff suggest features and integrations that
align with the customer’s existing technology stack
03
to customers, as well as document and offerings (e.g., SaaS, hardware, devices,
and vendors.
summarize insights from customer infrastructure, cloud, data, analytics, AI, and
interactions. IoT), they need a technical understanding of Knowledge management update 04
the offering, as well as the ability to quickly find Generative AI can be used to update sales case
the right technical specifications. Yet, it can be history to support knowledge management, such
challenging to translate technical specs in a way that similar technical inquiries in the future can be 05
addressed using previous resolution steps and
that is clear and meaningful when responding to
spec summaries.
a customer’s questions.
Co 06
dio de Automated technical demos
Au
By training a model on demonstration scripts
and sample interactions, staff can generate
demonstrations showcasing key features and
pecialized
benefits of the solution, all tailored to specific

Im age
clients and use cases.

PROCESS
3D/S
EFFFICIENCY
Vi
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Translate specs for sales

01

02
Privacy Reliable
Customer data (e.g., sales case history, If the information derived from the model
customer tech stack/vendors) needs to is inconsistently accurate or reliable, it
03
be processed by the model, making it will have a direct impact on customer
necessary to continuously monitor model outputs and interest, understanding of the offering, and trust in the
safeguard customer data to mitigate privacy risks. organization. It’s advisable to establish processes for 04
human validation of Generative AI outputs.
05
06
Potential benefits
Efficiency with automation Tailored to the customer Enabling other stakeholders

Less manual effort required in responding to technical Greater personalization in responses and With Generative AI, staff can rapidly create content to
sales inquiries allows staff to focus on customer needs demonstrations improve the customer sales inform sales and marketing materials, as well as specific
and opportunities. experience and increases chances for conversion. customer or partner questions.
132
Marketing content multiplier How Generative AI can help

Cohesive content generation
01
(On-Brand Publishing) Generative AI systems can be trained with on-

brand content to mimic the style of company 02
marketing materials and generate new, high-quality
Using Generative AI, marketing content Issue/opportunity content rapidly and on demand.
generation can be cheaper, quicker, and When multiple authors are contributing to a
Ideation with generation
03
more effective, while still preserving the piece of marketing or business content, there
Marketing departments can leverage Generative
company’s brand identity. are often quality and consistency issues with
AI to quickly create multiple versions of content in
tone and brand values. Authors are challenged various styles to identify the most compelling and 04
to consistently balance product promotion persuasive option.
with thought leadership and insight. As such,
on-brand publishing is a significant time Tailored, personalized messaging 05
With Generative AI, organizations can easily
and cost investment that requires a long-
create multiple versions of the same on-
term commitment to generating content that brand marketing tailored to different customers
Co
establishes the organization or its leaders’
06
dio de and audiences.
Au
subject matter authority. Frustratingly, the return
on investment for on-brand publishing can be Elevate content quality
The language quality of marketing materials can
pecialized
difficult to measure because the impact itself is

be enhanced by using Generative AI to help with
Im age
complex and challenging to quantify. phrasing, grammar, company style, and adherence
to company values.
3D/S
GROWTH
Vi
de xt
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133
Marketing content multiplier

01

02
Transparency Responsible Security
Personalized advertisements may be Content produced by Generative AI systems When brand data is used to
customized based on data collected or may not be subject to the same protections train Generative AI, there is a risk of
03
purchased from individuals. This may be as human-generated content. Companies data leaks that could result in sensitive
off-putting to consumers who realize the organization need to be wary of infringing on copyrighted material information or IP being divulged to competitors.
has such broad access to their data, leading to used to train Generative AI systems. Companies need to ensure that their proprietary 04
potential harms to brand reputation and consumer information is safely stored, transferred, and used, as
trust in the enterprise. One way to mitigate this well as monitor model outputs to validate that protected
outcome is to ensure data collection and usage policies information is not being revealed. 05
are transparent and communicated meaningfully to
the consumer.
06
Potential benefits
Instant marketing Time and cost savings Diversity in marketing

Companies can create unlimited content better tailored As Generative AI systems instantly generate content, With the ability to easily create content across
to their brand and customers, iterating through multiple human staff can shift to an editorial role, and various formats, styles, and topics, companies enjoy
drafts as needed. marketing departments may be able to reassign greater flexibility in how they reach their customers.
workers to other tasks. It also allows companies to more rapidly adapt
to marketing trends.
134
Language translation at scale How Generative AI can help

Tools for custom localization
01
(Content Localization) and quality assurance

Generative AI can be used to help organize 02
and manage complex file types, analyze content
Generative AI can be used to quickly and Issue/opportunity before translation to optimize localization,
easily scale content across regions by The ability to create and translate content and integrate glossaries, term bases, and
language tools into workflow.
03
translating and converting text and audio at scale can be a competitive differentiator
into regional languages. for multinational enterprises, but it can also
Content personalization across industries
command significant time and resources, AI-powered content personalization can 04
and rapid, on-demand translation may be supercharge localization efforts by improving
difficult to achieve. engagement, building brand loyalty, and
increasing conversions. 05
Speech recognition during translation
Generative AI can be leveraged to enable voice
Co 06
dio de user interfaces (VUI), transcribe video and
Au
audio content into text, and simultaneously
translate spoken content into the target language.
pecialized
Im age
PROCESS
3D/S
EFFFICIENCY
Vi
de xt
o Te
135
Language translation at scale

01

02
Fair and impartial Transparent and explainable
Bias in the data used for content Messaging and tone may change with
personalization could lead to unequal language translation, which may negatively
03
and unfair recommendations for certain impact the text or audio being generated
groups of customers. In addition, AI applications are and the overall quality of the content. Localization
often trained on datasets from significant languages, should be audited to make sure that the messaging 04
which means LLMs may have lower accuracy rates for remains consistent with the original intent.
less common languages and alternative dialects.
05
06
Potential benefits
Enhancing translation Improving the customer experience Ensuring quality

Translation processes using Generative AI can lead to A wider availability of language resources with the Organizations can leverage Generative AI to automate
improved speed, accuracy, and scalability. quality and speed enabled by Generative AI promotes quality assurance for the localization of digital assets by
a high-quality user experience. providing more accurate natural language processing.
136
Technician support on the go How Generative AI can help

Network ops and maintenance
01
(Telco Network Maintenance) Network technicians can leverage an LLM to power

their search for solutions to customer network 02
issues and accelerate troubleshooting. Augmented
Generative AI-enabled simulations can Issue/opportunity retrieval generation and summarization
drive network maintenance speed and When working in the field, network from internal databases and customer chat history
can generate the recommended resolution steps
03
effectiveness to help field technicians technicians must reference thousands of
and explanations for network engineers.
quickly identify and resolve root causes documents and procedures to find guidance
of network issues. on resolving network problems and outages. Network optimization 04
Without access to these troves of information, LLMs can help technicians understand network
remediation efforts may be delayed, hampering behaviors and create action plans to support
operations and customer satisfaction. network capacity planning and performance. 05
This helps network planning and design, which
historically has required high levels of reporting,
analysis, and on-site visits.
Co 06
dio de
Au
pecialized
Im age
PROCESS
3D/S
EFFFICIENCY
Vi
de xt
o Te
137
Technician support on the go

01

02
Reliable Responsible and accountable
With the potential for an LLM to output Given the importance of resolving
factually incorrect information, there is network issues in a timely manner, it is
03
a risk that network troubleshooting may important that humans take ownership
be unproductive or even introduce new problems for of network issues and supplement the Generative
network operations. AI recommendations and optimization planning with 04
their own judgment and domain understanding.
05
06
Potential benefits
Improved effectiveness Personalized support

Using an LLM can help increase visibility into the reasons With rapid access to customer queries, relevant
for outages and support productivity by streamlining documents, and previous actions, the network
remediation actions, all of which moves toward technician can better cater to customer needs.
customer satisfaction.
138
Enhancing chip innovation How Generative AI can help

Iterative chip design
01
(Semiconductor Chip Design & Manufacturing) Generative AI can generate and iterate chip
designs and improve the outputs by having chip 02
designs “compete” across a set of performance
Generative AI can be used to iterate chip Issue/opportunity dimensions. At each new iteration, chip parameters
designs by having designs “compete” across a With demand for evermore powerful are tweaked based on learnings from the best
performing designs in past iterations. These models
03
set of performance dimensions. semiconductor chips, design complexity is
are trained on existing layouts to learn patterns and
rising. While semiconductor sizes continue to
constraints and generate new layouts that meet
shrink, density scaling becomes a challenge, specific design requirements. 04
since upgraded features are required to fit on
perpetually smaller chips.
05
Co 06
dio de
Au
pecialized
Im age
ACCELERATING
3D/S
INNOVATION
Vi
de xt
o Te
139
Enhancing chip innovation

01

02
Security Responsible Explainable
With the generation of novel designs, there When using Generative AI for design, For complex simulation processes,
is a risk of IP leakage and data breaches the organization needs to consider the organization needs the capacity to
03
for proprietary chip designs and technical how to secure copyrights or patents and understand how and why the model
specifications generated by the LLM that could severely protect the IP of chip designs that are determined a scenario or design to be optimal. Design
damage the organization’s competitive advantage. moved into production. validation requires users and stakeholders to be able to 04
There should be rigorous security protocols in place to understand the reason for the outputs.
protect against this.
05
06
Potential benefits
Cost and time Create new ideas

By shortening the development lifecycle, the enterprise Generative AI can help improve designs or discover
can reduce total development costs. entirely novel designs that optimize performance
based on specific criteria, such as power consumption,
performance, location, and manufacturability.
140
Tech specs on demand How Generative AI can help

Spec summarization and search
01
(Field Sales Assistant) Generative AI can be used to create summaries

of technical specifications based on targeted text- 02
based query entries to help understand which
Generative AI can help operations and Issue/opportunity products meet customer requirements. It can
frontline staff quickly find and translate Technology offerings require technical depth of suggest features and integrations that align with
customer’s existing technology stack and vendors,
03
technical specifications to enable faster understanding and the ability to find the right
as well as provide links to articles or an internal
knowledge retrieval. technical specifications in a timely manner.
knowledge base for future reference.
When it comes to translating technical specs and 04
responding to customer technical questions, Knowledge management update
operations and frontline staff can be challenged Sales case histories can be used to update
to translate the information and effectively knowledge management so similar technical 05
inquiries in the future can be rapidly addressed with
communicate it to the customer. Part of the issue
previous resolution steps and summarizations.
owes to the time-consuming and tedious process
Co
of scouring vast amounts of unstructured
06
dio de Automated technical demos
Au
information and knowledge documents Generative AI can be used to automate the creation
that contain the specifications and answers of software demonstrations tailored to specific
clients and use cases. This is achieved by training on
pecialized
customers are seeking.

demo scripts and sample interactions to generate
Im age
demonstrations showcasing a solution’s key features

PROCESS
and benefits.
3D/S
EFFFICIENCY
Vi
de xt
o Te
141
Tech specs on demand

01

02
Privacy Reliable
Because customer data is used as a Generative AI models are susceptible to
component of responding to technical hallucinations or factual inaccuracies,
03
inquiries, the organization needs to take making human validation essential for trust
steps to continuously monitor and safeguard customer in the outputs and the decisions they inform. What is
data and ensure sensitive information does not leak needed is a verification process to ensure the accuracy 04
as the Generative AI model is used by a variety of and reliability of information derived from the model
stakeholders. (e.g., spec summarization, demos), as it can have a
direct impact on answering customer questions, and by 05
extension, sales and customer satisfaction.
06
Potential benefits
Faster answers for customers Tailored to the customer Assisting with sales
When Generative AI can quickly consult and summarize With greater personalization of responses and demos, Generative AI can be used to create content that
technical specifications, it leads to less manual effort the enterprise can improve the customer sales supports sales and marketing processes and addresses
on the part of operations and frontline staff when experience and increase chances of conversion. specific customer or partner questions.
responding to technical sales inquiries.
142
Conclusion
01
Getting the most value from Generative AI 02

These are the early days of Generative AI, but In this Generative AI-enabled era, governance Still, there is also a risk in waiting to embrace
the technology is rapidly maturing. As it does, and risk mitigation are business imperatives. The Generative AI. The use cases described in 03
organizations in every industry will probe how challenges organizations face with traditional AI this dossier are a starting point for exploring
this type of AI can contribute to their business are amplified in this new arena. A commitment how this powerful technology can be used to
and open doors to transformative opportunities. to the trustworthy development and use of improve the enterprise today and prepare it to 04
As such, an important part of understanding Generative AI will only become more important lead in the future.
and working with Generative AI is shaping the as the capabilities grow and governing bodies
05
vision for the future, acknowledging both the shape rules for their application.
potential benefits and the risks.
06
Beena Ammanath Francisco Barroso Sulabh Soral

Global Deloitte AI Institute Global Generative AI Market Deloitte AI Institute
Leader, Deloitte AI Institute Activation Leader United Kingdom, Lead
United States, Lead Deloitte Consulting LLP Deloitte United Kingdom
Deloitte Consulting, LLP
143
Contact us
Deloitte AI Institute
01
Kate Schmidt Beena Ammanath Tiago Durao Masaya Mori
US Deloitte AI Institute Leader Global Deloitte AI Institute Deloitte AI Institute Deloitte AI Institute
Deloitte Consulting LLP Leader, Deloitte AI Institute Portugal, Lead Japan, Lead
kateschmidt@deloitte.com United States, Lead Deloitte Portugal Deloitte Japan
Deloitte Consulting, LLP tdurao@deloitte.com mmori@deloitte.com 02
bammanath@deloitte.com
Ivana Savic Vucenovic Audrey Ancion Roman Fan Dr. Kellie Nuttall
Global Office of Generative AI
Program Leader
Canada, Lead
China, Lead
Australia, Lead
03
Deloitte Touche Tohmatsu Deloitte Canada Deloitte China Deloitte Australia
ivucenovic@deloitte.com knuttall@deloitte.com rfan@deloitte.com knuttall@deloitte.com
04
Naser Bakhshi Nicolas Griedlich Wessel Oosthuizen
Deloitte AI Institute Deloitte AI Institute Deloitte AI Institute
Netherlands, Lead Luxembourg, Lead Africa, Lead
Deloitte Netherlands
nbakhshi@deloitte.nl
Deloitte Luxembourg
ngriedlich@deloitte.lu
Deloitte Africa
woosthuizen@deloitte.com 05
Yousef Barkawie Jan Hejtmanek Sulabh Soral

Deloitte AI Institute Deloitte AI Institute Deloitte AI Institute 06
Middle East, Lead Central Europe, Lead United Kingdom, Lead
Deloitte United Arab Emirates Deloitte Central Europe Deloitte United Kingdom
ybarkawie@deloitte.com jhejtmanek@deloitte.com ssoral@deloitte.com
Dr. Bjoern Bringmann Prashanth Kaddi Anne Sultan

Deloitte AI Institute Deloitte AI Institute Deloitte AI Institute
Germany, Lead India, Lead France, Lead
Deloitte Germany Deloitte India Deloitte France
bbringmann@deloitte.com pkaddi@deloitte.com asultan@deloitte.com
Jefferson Denti Chris Lewin Philipp Wendland

Deloitte AI Institute Deloitte AI Institute Deloitte AI Institute Germany,
Brazil, Lead Asia Pacific Lead Program Manager
Deloitte Brazil Deloitte Singapore Deloitte Germany
jdenti@deloitte.com chrislewin@deloitte.com pwendland@deloitte.com
144
Endnotes
01
1. “Overview,” Urban Development, The World Bank, accessed September 7, 2023, 3. Rick Childs, Tony Rinkenberger, and Carmen Sessoms, “The Denials Challenge: A Cross- 02
https://www.worldbank.org/en/topic/urbandevelopment/overview. functional Approach to Denial Prevention and Management,” Change Healthcare,
October 2017. www.beckershospitalreview.com/pdfs/Change%20HC_Webinar%20
2. Darrell M. West, “Reforming federal procurement and acquisitions policies,” Brookings,
Slides_Nov17.pdf
The Brookings Institution, published April 3, 2023, https://www.brookings.edu/articles/ 03
reforming-federal-procurement-and-acquisitions-policies/#:~:text=The%20federal%20 4. Tai-Seale M, Olson CW, Li J, Chan AS, Morikawa C, Durbin M, Wang W, Luft HS.
government%20purchases%20around. Electronic Health Record Logs Indicate That Physicians Split Time Evenly Between
Seeing Patients And Desktop Medicine. Health Aff (Millwood). 2017 Apr 1;36(4):655-
04
662. doi: 10.1377/hlthaff.2016.0811. PMID: 28373331; PMCID: PMC5546411. https://
pubmed.ncbi.nlm.nih.gov/28373331/
05
06
145
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firms, or their related entities (collectively, the “Deloitte Network”) is, by means of this communication, rendering
professional advice or services. Before making any decision or taking any action that may affect your finances
or your business, you should consult a qualified professional adviser. No entity in the Deloitte Network shall be
responsible for any loss whatsoever sustained by any person who relies on this communication.
About Deloitte
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee
(“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally
separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients.
In the United States, Deloitte refers to one or more of the US member firms of DTTL, their related entities that
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The

• Financial Services (FSI)

Text Code Audio Image Video 3D/Specialized

Energy, Resources Life Sciences

Financial Services Technology,

Today, Generative AI is beginning to be built into the

Marketing content assistant How Generative AI can help

(Content Generation) With Generative AI, the enterprise can create

search versus e-mail). Companies need

a method to provide a seamless and

different ecosystems and touchpoints.

Marketing content assistant

Managing risk and promoting trust

Catering to the customer Revenue growth Cost efficiency

Planning for promotions How Generative AI can help

(Reimagined Trade Promotions) Generative AI can be used to prepare negotiation

design of successful promotion plans (i.e., what,

Planning for promotions

Managing risk and promoting trust

Driving efficiency Trade promotion effectiveness Data-driven decision making

Product design assistant How Generative AI can help

(Rapid Prototyping) Generative AI can be integrated with CAD and

Product design assistant

Managing risk and promoting trust

Cost reduction Increased innovation Speed to market

Strike an AI pose How Generative AI can help

(Artificial Model Agency) Generative AI can be used to create a range

provide feedback on generated models to help

the Generative AI application refine and improve

Managing risk and promoting trust

Model customization Scale on demand

Data access for all How Generative AI can help

(Data-Empowered Business Users) A Generative AI system can help stakeholders

answer pre-populated questions. The result is

that most business users cannot fully leverage

Data access for all

Managing risk and promoting trust

Agile decision-making Time and resource efficiency

Seeing is believing How Generative AI can help

(Virtual Try-On) By analyzing images or videos of the

Managing risk and promoting trust

Code assist for developers How Generative AI can help

(Augmented Developer) Generative AI can augment the completion of

Code assist for developers

Managing risk and promoting trust

Efficient deployments Digital consistency

Customer support on demand How Generative AI can help

(Customer Assistant) Generative AI can enable new ways of engaging

Customer support on demand

Managing risk and promoting trust

Enhanced customer experience Increased efficiency

A virtual shopping assistant How Generative AI can help

(Product Recommendations) Based on customer input and preferences, Generative

A virtual shopping assistant

Managing risk and promoting trust

Enhanced customer experience Increased efficiency

Next-level market intelligence Generative AI can help simulate market scenarios,

(Market Research) offer cross-cultural insights, aid in competitor analysis,

Rather than relying on basic surveys and focus

Next-level market intelligence

Managing risk and promoting trust

Cost-effective research Risk mitigation

Resources & Industrials 05