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

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

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