Generative AI Use Across Your Business
Generative AI (GenAI) is swiftly becoming a cornerstone in how businesses interact with and serve their customers. However, its adoption among service professionals remains low, with a Salesforce survey revealing that only 24% of customer service workers currently utilize it. This reluctance stems from a significant skills gap, as 60% of service workers are unsure how to derive the most value from GenAI at work. Despite this, the promise of GenAI to enhance service speed and efficiency is acknowledged by those who have embraced it, with 90% reporting improved customer service times.
The hesitance to adopt GenAI is not limited to service sectors. Sales and marketing professionals also express similar concerns, highlighting a broader trend of uncertainty about the technology's application and safety. In sales, 53% of professionals are uncertain about maximizing GenAI benefits, and nearly 39% fear job loss without its knowledge. Yet, for early adopters in sales, 84% have seen an increase in sales efficiency, underlining GenAI's potential to revolutionize customer interaction and sales strategies.
Marketers, too, are navigating this new terrain, with 51% already using or experimenting with GenAI. Their main application of GenAI lies in content creation and market analysis, aiming to free up time for strategic work. However, accuracy, trust, and a clear understanding of how to use GenAI responsibly remain significant concerns. Salesforce's research indicates a need for targeted training programs, as 54% of marketers recognize their importance for successful GenAI utilization.
On a broader scale, IT professionals and the general population perceive GenAI as a transformative force, yet implementation faces hurdles such as security threats and a lack of skills. While 86% of IT leaders see GenAI playing a prominent role soon, the majority acknowledge their organizations are not yet ready. This contrast highlights a critical gap between GenAI's potential and current utilization across sectors. Successful GenAI adoption requires overcoming these barriers through education, ethical guidelines, and a commitment to responsible use, ensuring technology enhances productivity and innovation without compromising security or job security.