Gartner® Report: How to Calculate Business Value and Cost for Generative AI Use Cases

Unsure how to demonstrate the business value of GenAI? We feel this report provides guidance on calculating the tangible costs and benefits of the innovative technology.

Drive ROI and Customer Experience with the Power of Generative AI

From automating tasks and creating content, Generative AI is transforming organizations of all industries and sizes. Not only does GenAI reduce costs and enhance productivity, but, when implemented with your customer experience platform, it can also streamline the customer journey.

According to the Gartner “How to Calculate Business Value and Cost for Generative AI Use Cases” report, contact center GenAI is transforming customer support services through:

  • Making the frontline agents smarter, reducing need for managers conducting quality assurance checks and resolving escalations
  • Improved self-service, leading to few human agents
  • Improved call analytics, helping identify where and how to improve service and, thereby, customer satisfaction

However, while the power of GenAI is undeniable, it can be difficult to translate the potential benefits into real business value.

Download the Gartner “How to Calculate Business Value and Cost for Generative AI Use Cases” report to:

  • Explore common use cases of GenAI
  • Gain insight into GenAI’s potential business value
  • Learn how to build ballpark estimates of cost and value
  • Get recommendations for implementing GenAI

Gartner, How to Calculate Business Value and Cost for Generative AI Use Cases, By Rita Sallam, Bern Elliot, Graham Waller, Matt Cain, Andrew Frank, James Plath, Adnan Zijadic, Pri Rathnayake, Nate Suda, 12 February 2024

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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