As enterprises move from pilot programs to integrations of GenAI into a broad range of workforce functions, we are beginning to understand the technology’s early and long-term practical impact.

A recent survey shows that 65 percent of organizations are regularly experimenting with GenAI in their operations, with many seeing impressive early results. Companies like JPMorgan Chase have identified hundreds of use cases for GenAI, with 400 already in production; American Express has over 500 generative AI use cases initially focused on customer service, coding, content creation and marketing. A recent study by AI at Wharton shows that mid-market companies⸺those with revenues of $50 million to $2 billion⸺are adopting AI at a notably faster rate than larger enterprises. Most of the large organizations are still in the exploratory stages of GenAI and it’s too soon to fully assess its broader economical impact, as mainstream adoption would require deep changes and investments in organizational processes. However, recent earnings calls show how emerging use cases⸺particularly in business-to-business workflows and AI-powered assistants⸺are gradually driving new process optimization across business functions and gaining momentum across industries.

Several large enterprises have highlighted the deployment of generative AI applications in recent earnings calls. Below, we selected to cover specific examples of how they are being integrated to enhance efficiency across various sectors and their early measured ROI. Through our corporate partner network, we're observing comparable applications and similar patterns, particularly in areas like process automation, customer engagement, and operational optimization.

Software Engineering

By accelerating code generation, documentation, test automation, as well as optimization and refactoring, GenAI is transforming software development across the app-dev lifecycle. Several companies reported specific productivity improvements in their development processes:

• ServiceNow’s CFO described how GenAI boosts software development productivity: “For software developers, we have seen a 52% acceptance rate for text to code. We used 20 years’ worth of information to build the coding chatbot. In the first year we are saving $5.5 million. It is really impressive to our employees.”

• Worldline SA’s CEO shared how GenAI has increased deployment velocity for software developers: “We will accelerate the development of our proprietary GenAl tool to improve, for example, merchants onboarding performance and assisted KYC or to increase the quality of the user experience or international efficiency. Be aware that more than 1,000 of our developers already generate more than 10% productivity gains as we speak based on GenAl deployment.”

• Microsoft Corp.’s CEO claimed that Microsoft’s GitHub Copilot has increased coding speed by 55 percent: “GitHub’s annual revenue run rate is now $2 billion. Copilot accounted for over 40% of GitHub’s revenue growth this year, and is already a larger business than all of GitHub was when we acquired it. We are also integrating generative AI across Power Platform, enabling anyone to use natural language to create apps, automate workflows, or build a website. To date, over 480,000 organizations have used AI-powered capabilities in Power Platform, up 45% quarter-over-quarter.”

• Amazon’s Q Project automates routine software tasks, saving the company $260 million and freeing up thousands of hours for developers. Amazon’s CEO noted, “We’re continuing to see strong adoption of Amazon Q, the most capable generative AI-powered assistant for software development…With Q's code transformation capabilities, Amazon has migrated over 30,000 Java JDK applications in a few months, saving the company $260 million and 4,500 developer years compared to what it would have otherwise cost.”

R&D & Innovation

GenAI is being deployed to drive new discoveries and increase productivity, accelerating innovation in research and development:

• Autodesk’s Fusion platform generates 33 million new designs monthly, allowing teams to concentrate on high-value creative work: “On average, 33 million new component designs were produced in Fusion each month over the last 12 months. Our recently launched strong automation tool in Fusion, which is powered by AI, has generated 2.7 million automatic dimensions since its launch earlier this year,” stated Autodesk’s Vice President of Investor Relations.

• IBM Corporation’s CEO claimed to have accumulated a $1 billion book of business related to Watsonx and GenAI, led by consulting: “Our book of business related to generative AI is now over $3 billion inception to date, up more than $1 billion quarter over quarter. This performance has placed us in an early leadership position, which is crucial at the onset of any technology shift.”

• Google Cloud revenue jumped 28 percent yearly compared with 15 percent growth overall. Executives cited strong growth in Google Workspace, which has been integrating AI features powered by its large language model, Gemini. Google’s CEO stated, “Year to date, our AI Infrastructure and Generative AI Solutions for Cloud customers have already generated billions in revenues and are being used by more than 2 million developers.”

• Microsoft Corp's CFO revealed that Copilot is Microsoft's fastest-growing suite in history. He suggested prioritizing the growth of Copilot over Azure, highlighting the importance of gaining an early share in the intelligent assistant market: “Office 365 commercial revenue increased 13% and 14% in constant currency with ARPU growth primarily from E5 momentum as well as Copilot for Microsoft 365.”

Supply Chain Management

Moving from software applications to operations, companies are finding practical applications for GenAI in supply chain management:

• C.H. Robinson’s GenAI tool is a prime example of how the technology enhances efficiency in supply chain management and improves decision-making accuracy. C.H. Robinson’s COO credited the company’s use of generative AI in daily tasks as the source of the new efficiencies: “Through our automated process and utilizing our GenAI technology, more than 2,000 truckload customers are getting the benefit of faster response time with our automated email quotes, and we will continue to scale this technology to cover more customers and other modes.”

• Home Depot has developed an AI-powered app called Sidekick, which has improved inventory turnover by 15 percent. The company’s Senior EVP shared, “Over the past year, we have talked about the tools that help us create this differentiated experience, specifically our focus on in-stock and on-shelf availability, or OSA, with our Sidekick and Computer Vision applications. Today, our in-stock and OSA are at best-in-class levels and provides the foundation for a fast in-and-out convenient experience that many of our customers desire, especially our Pro customers.”

Customer Service

GenAI handles repetitive customer service tasks⸺like answering routine inquiries⸺enabling teams to focus on more complex issues that require human empathy and judgment. These might include managing escalations, resolving complaints, offering personalized troubleshooting, and even boosting sales through tailored product recommendations:

• During Best Buy's second-quarter earnings call, the CEO said the company uses GenAI to summarize customer interactions in real-time, reducing call lengths by about five percent and enhancing customer satisfaction: “We believe we are just at the beginning of the impact of AI on tech innovation and customer demand. For example, the June introduction of the Copilot+ laptops was one of the first launches with an important AI capability still to be released.”

• Verizon has integrated GenAI to provide quicker, more accurate responses to 95 percent of customer inquiries: “Agent assist—I think many of you probably have had some experience with call center and customer operations and chatbots in customer service. Agents that assist you in those call centers really have to deal with the complexity of knowledge and make sure that they provide you with the most factual and accurate answer faster. I think that's what we care about here the most,” said its CEO.

• Klarna quickly integrated GenAI into its operations, handling two-thirds of customer service chats within the first month. Per the company, its “AI assistant has had 2.3 million conversations…doing the equivalent work of 700 full-time agents, leading to a 25% drop in repeat inquiries,” and “it’s estimated to drive a $40 million USD in profit improvement to Klarna in 2024”. “We encourage everyone to test, test, test and explore,” said Klarna’s CEO and Co-Founder. “​​As Klarna continues to discover applications for OpenAI’s tech, there’s the potential to take the business to new heights. We’re aimed at achieving a new level of employee empowerment, enhancing both our team’s performance and the customer experience.”

• Sidetrade recently launched powerful Order-to-Cash Generative AI features. The CEO commented, “Our AI, AKA Aimie, unlocks new potential by mastering GenAI efficiency.  Aimie processes over $6.1 trillion worth of O2C payment experiences to provide the best performance recommendation every second, surpassing the capabilities of static ERP systems, spreadsheets, rule-based O2C software, and even advanced but too generic ChatGPT abilities.”

• Salesforce’s CEO spoke on how its Agentforce platform helps resolve customer service tickets: “Wiley has already seen a 50% increase in case resolution. That's with our first generation of Agentforce, as I mentioned, the second generation of Agentforce, which we have with customers already, including some of these amazing organizations like Royal Bank of Canada, ADP, and others is 90% case resolution.”

• Microsoft Corp.’s CEO expects to save hundreds of millions of dollars a year on call centers by adopting GenAI: “Our new Dynamics 365 Contact Center is a Copilot-first solution that infuses generative AI throughout the contact center workflow. Companies like 1-800 Flowers, Mediterranean Shipping, Synoptek will rely on it to deliver better customer support. And Dynamics 365 Business Central is now trusted by over 40,000 organizations for core ERP.”

Human Resources

Almost 70 percent of HR leaders face barriers with current technology, and over half report existing tools don’t meet their needs. As a result, organizations are increasingly turning to GenAI to bridge these gaps and drive workflow efficiencies:

• Workday has leveraged GenAI to improve productivity and decision-making, increasing recruiter capacity by 25 percent by automating job descriptions and interview scheduling tasks. The company's CEO also mentioned how AI is driving operational efficiencies across various areas: “We are using AI in our finance organization. We are using AI in our call centers and our support organization. And we're also using AI like Copilot and software development to drive efficiencies.”

• In this domain, Myriad’s portfolio company Cascade AI is modernizing HR workflows with GenAI, making data more accessible and streamlining processes like benefits and onboarding. Cascade AI’s platform reduces inquiry volumes by 50 percent, helping organizations reduce administrative burdens and allowing HR teams to focus on creating a personalized employee experience.

• Wipro Limited is also capitalizing on the GenAI revolution. The company’s CEO shared more on their AI-driven digital assistant, explaining: “It's actually a conversational digital assistant interacting with the various corporate systems. As of today, we had almost 7.4 million queries resolved in IT, HR and policy, and it has almost touched 230k users. What excites me is the fact that 80% favorability rating from our employees, that actually is significant.”

• Concentrix CEO announced the launch of new products like iX Hello, accelerating its GenAI adoption internally and with its clients: “From an internal productivity perspective, our AI and Alex-based recruiting platform now supports 8.6 million career site visits and processes 3.3 million applications already this year. It has already allowed our team to scale more cost effectively and we see additional benefits as we continue the roll out across our enterprise.”

Sales & Marketing

In customer-facing operations, companies are applying GenAI to enhance their market approach. Marketing teams are using GenAI-powered insights to craft more targeted campaigns, scale existing marketing materials and make quicker decisions. These advancements enable businesses to not only enhance their outreach but also refine their strategies for greater impact.

Similarly in sales, Gen AI is reshaping key areas like lead generation, playbook development and adherence, CRM management, and customer follow ups. By streamlining these functions, businesses are improving both their customer engagement and overall sales performance:

• Manulife is using GenAI to help salespeople recommend better products to prospective and current clients and personalize retirement planning. The company’s CAO said, “We're using GenAI and machine learning models to make it really easy for agents to understand customer opportunities but also to generate these personalized communications at the click of a button to help them engage with more customers more often. In our first 2 weeks live, about 68% of our agents had already used the new GenAI capabilities. Based on our analysis….we anticipate a 17% uplift and repurchase rates for our customer base, when this is fully rolled out to all of our agents. It's still early days. But at a minimum, we expect to see about a 5% increase in APE sales impact across our businesses.”

• According to eBay’s CEO, AI-powered selling processes have improved customer satisfaction by 20 points, reducing listing times and increasing productivity: “Customer Satisfaction Score for this feature has reached 90%, and more than two-thirds of customers who have tried the feature have applied AI-generated backgrounds to their listings.”

• Bosch, the world's largest automotive supplier, is using AI to streamline marketing efforts across more than 100 decentralized departments: “We’ve empowered over 430,000 associates to build up their own texts, pictures, and translations,” said Bosch's Strategic Partner Manager.

Operations & Production Optimization

Organizations are increasingly turning to AI for improved operational efficiency:

• Mastercard highlighted that the company had improved its fraud detection capabilities by 20 percent through AI, making transactions more secure: “The precision of the solution⸺achieved by scanning potential points of sale in real time⸺has been shown in our own analysis to not only increase accuracy, but also reduce the number of false positives by more than 85 percent,” said the president of Cyber and Intelligence at Mastercard.

• Rocket Mortgage uses AI to automate customer call transcriptions, saving significant time while improving accuracy. CEO and Director of Rocket Companies said, “Now the Rocket Logic Assistant seamlessly generates over 300,000 detailed transcripts every week from outbound calls. It supports over 100 data points on mortgage applications saving our bankers from inputting tens of millions of data fields each week. This enhances efficiency, allows us to closely monitor calls, and extracts valuable client insights while also creating recursive models and feedback loops to continuously improve our bankers performance and more effectively train each new generation of the best bankers in the country.”

• Walmart has leveraged GenAI to manage its product catalog, updating data points in a fraction of the time it would take manually. According to the CEO: “We've used multiple large language models to accurately create or improve over 850 million pieces of data in the catalog. Without the use of generative AI, this work would have required nearly 100 times the current headcount to complete in the same amount of time. And for associates picking online orders, showing them high-quality images of product packaging helps them quickly find what they're looking for.”

• Teleperformance’s CEO reports strong growth after integrating AI to enhance customer experience: “...we have been using AI to improve the operational outcomes for our clients. The outcomes could be quality improvement, accuracy improvement, and improvement in the sales conversions. And wherever we have deployed it, we’ve seen 10% to 25% improvement.”

• The power of data-fueling AI applications is already helping Fiserv in areas such as enhanced customer service and fraud mitigation tools. Fiserv highlights key ways the company is turning data into an increasingly potent AI asset: “85 percent of technical service calls were resolved unassisted through the use of data and AI with high client satisfaction rates. Additionally, over the last year, more than two million of the highest-level technical support inquiries were resolved online through AI-assisted learning.”

GenAI’s Future: Building Foundations for Business Growth

The integration of GenAI into enterprise operations is creating measurable improvements in efficiency while opening new paths for innovation. We witness companies across all sectors beginning to see proven ROI, streamlined workflows, and enhanced customer satisfaction. At Myriad, we are excited to be at the forefront of this transformation, partnering with visionary founders to unlock the full potential of practical AI.

As GenAI continues to integrate into business operations, we remain committed to helping our strategic partners stay ahead of the curve by optimizing processes, enhancing productivity, and shaping the future of enterprise innovation.