If we look at the recent ISG report on anticipated value from GenAI, we can see that even on the expectation level, most respondents hardly go beyond customer communications (4 or 10 scenarios, including 4 of 5 for 2024 scenarios).
As a guy who regularly flights with multiple airlines, I can tell you that chatbots do not cover most customer interaction scenarios. Those covered never result in a resolution (try to move your flight with a chatbot and see what happens). And don't get me started on banks.
Unfortunately, the actual adoption of GenAI, even in the most apparent areas, is behind customer expectations and businesses' anticipations.
I like seeing businesses looking for more in 2025 (and this correlates with my previous notes on business leaders trying to lead and proactively sponsor AI adoption). There is still untapped land of opportunities related to GenAI usage across verticals, including traditional (if not conservative).
What you need now is a focused effort to find the right place for GenAI in your business landscape and work with business and technology leadership to make it produce tangible results for your company.
