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🌍 Real-World Generative AI Use Cases from Industry Leaders.
A comprehensive showcase of 101 generative AI applications by global organizations, illustrating transformative impacts across industries like healthcare, retail, and finance. This compilation highlights how generative AI is reshaping business operations, driving innovation, and solving complex challenges at scale.
Generative AI Use Cases in Leading Organisations
1. Introduction
This document analyses a collection of real-world use cases demonstrating how leading organisations are leveraging Google’s generative AI (gen AI) tools, primarily focusing on the Gemini family of models and Vertex AI platform. The breadth of applications spans numerous industries, highlighting the transformative potential of AI across diverse operational functions and customer interactions. The overarching theme is that organisations are moving beyond experimental AI projects and embedding these technologies into core business processes to drive efficiency, enhance user experiences, and unlock new value streams.
2. Key Themes and Observations
- Widespread Adoption: Gen AI adoption is no longer limited to tech companies; it’s rapidly permeating traditional sectors like retail, finance, healthcare, and manufacturing. This suggests a growing acceptance of AI as a crucial strategic tool.
- Customer Experience Enhancement: A dominant theme is the use of gen AI to improve customer service and engagement. This includes AI-powered chatbots, virtual assistants, personalised recommendations, and streamlined processes.
- Internal Efficiency Gains: Many use cases demonstrate how AI is optimising internal workflows, automating tedious tasks, increasing employee productivity, and reducing operational costs. Examples include enhanced data analysis, document summarisation, code generation, and faster information retrieval.
- Data-Driven Decision Making: AI is enabling organisations to extract actionable insights from vast datasets, facilitating better strategic planning and quicker responses to market dynamics.
- Personalisation: Organisations are utilising AI to personalise customer experiences, from tailored product recommendations to bespoke marketing campaigns and customised content.
- Multimodal Capabilities: The use of Gemini’s multimodal capabilities for tasks involving both text and visual data demonstrates the advanced nature of AI applications. Examples include interpreting images for virtual assistant interactions and creating unique visuals for marketing purposes.
- Focus on Responsible AI: Many applications emphasize security, privacy, and responsible use of AI, indicating an awareness of the ethical considerations associated with the technology.
- Democratization of AI: A key pattern observed is the desire to make AI accessible across organisations, even to those without coding or technical expertise. This suggests a desire to make these tools pervasive rather than niche.
3. Industry-Specific Applications and Examples
Here’s a breakdown of applications by sector, with impactful examples:
- Retail & Consumer Goods:Personalised Customer Service: “Best Buy is using Gemini to launch a generative AI-powered virtual assistant…to troubleshoot product issues, reschedule order deliveries, manage Geek Squad subscriptions, and more.”
- Enhanced Product Discovery: “Dunelm has partnered with Google Cloud to enhance its online shopping experience with a new gen AI-driven product discovery solution…reducing search friction, helping customers find the products they are looking for.”
- Optimised Search & Recommendations: “Etsy uses Vertex AI training to optimise its search recommendations and ads models, delivering better listing suggestions to buyers.”
- Automotive & Logistics:In-Vehicle AI Assistants: “Continental is using Google’s data and AI technologies…integrating Google Cloud’s conversational AI technologies into Continental’s Smart Cockpit HPC, an in-vehicle speech-command solution.”
- Personalised Vehicle Interaction: “Volkswagen of America built a virtual assistant in the myVW app, where drivers can…ask questions, such as, ‘How do I change a flat tire?’…Users can also use Gemini’s multimodal capabilities to see helpful information and context on indicator lights simply by pointing their smartphone cameras at the dashboard.”
- Smart Logistics: “UPS Capital launched DeliveryDefense Address Confidence, which uses machine learning and UPS data to provide a confidence score…to help them determine the likelihood of a successful delivery.”
- Healthcare & Life Sciences:Improved Patient Care: “Genial Care…has improved the quality of records of sessions involving atypical children and their families, allowing caregivers to fully monitor the work carried out.”
- Drug Discovery & Development: “Cradle…is using Google Cloud’s generative AI technology to design proteins for drug discovery, food production, and chemical manufacturing.”
- Diagnostics: “Freenome is creating diagnostic tests that will help detect life-threatening diseases like cancer in the earliest, most-treatable stages.”
- Financial Services:Enhanced Customer Support: “ING Bank…has developed a gen AI chatbot for workers to enhance self-service capabilities and improve answer quality on customer queries.”
- Personalised Banking Experiences: “Scotiabank is using Gemini and Vertex AI to create a more personal and predictive banking experience for its clients…including powering its award winning chatbot.”
- Increased Efficiency: “Five Sigma created an AI engine which frees up human claims handlers to focus on areas where a human touch is valuable, like complex decision-making and empathic customer service. This has led to an 80% reduction in errors, a 25% increase in adjustor’s productivity, and a 10% reduction in claims cycle processing time.”
- Public Sector & Nonprofits:Improved Accessibility: “The Minnesota Division of Driver and Vehicle Services helps non-English speakers get licenses and other services with two-way, real-time translation.”
- Enhanced Citizen Engagement: “Sullivan County, New York, is utilizing gen AI to enhance citizen interactions…the bot empowers residents with increased transparency and direct communication.”
- Streamlined Services: “mRelief has built an SMS-accessible AI chatbot to simplify the application process for the SNAP food assistance program in the U.S.”
- Manufacturing, Industrial & Electronics:AI-Powered Devices: “Motorola’s Moto AI leverages Gemini and Imagen to help smartphone users unlock new levels of productivity, creativity, and enjoyment…”
- Optimised Processes: “Toyota implemented an AI platform using Google Cloud’s AI infrastructure to enable factory workers to develop and deploy machine learning models. This led to a reduction of over 10,000 man-hours per year and increased efficiency and productivity.”
- Enhanced Sustainability: “Bosch SDS…reduced energy costs by 12%, improved indoor comfort, and better usage of renewable energy.”
- Media, Marketing & Gaming:Personalised Content Creation: “Globo…is using Google Cloud AI to hyper-personalize content for its streaming users.”
- Enhanced Advertising ROI: “Dataïads helps brands maximise the ROI of their ad spend by increasing conversion rates and average order value.”
- Improved Content Generation: “Warner Bros. Discovery built an AI captioning tool with Vertex AI, delivering a 50% reduction in overall costs and an 80% reduction in the time it takes to manually caption a file.”
- Hospitality & Travel:AI Travel Assistants: “Alaska Airlines is developing natural language search, providing travellers with a conversational experience powered by AI that’s akin to interacting with a knowledgeable travel agent.”
- Personalised Travel Planning: “Hotelplan Suisse built a chatbot trained on the business’s travel expertise to answer customer inquiries in real-time.”
- Business & Professional Services:Improved Recruitment: “Allegis Group…partnered with TEKsystems to implement AI models to streamline its recruitment process, including automating tasks such as updating candidate profiles, generating job descriptions, and analysing recruiter-candidate interactions.”
- Internal Knowledge Management: “Cintas is using Vertex AI Search to develop an internal knowledge centre for customer service and sales teams to easily find key information.”
- Technology:AI-powered Software Development: “Cognizant uses Gemini and Vertex AI to assist in software development, improving code quality and developer productivity.”
- Enhanced Security: “Apex Fintech is using Gemini in Security to accelerate the writing of complex threat detections from hours to a matter of seconds.”
4. Impact and Benefits
The use cases demonstrate a consistent pattern of significant positive impacts:
- Increased Efficiency and Productivity: Numerous examples highlight time savings and efficiency gains through AI-powered automation and task simplification.
- Cost Reduction: AI-driven solutions have reduced costs in areas like customer service, content creation, and energy consumption.
- Enhanced Customer Satisfaction: AI-powered personalisation and faster issue resolution have resulted in improved customer experiences.
- Faster Time-to-Market: AI enables rapid innovation and product development by streamlining processes and accelerating data analysis.
- Better Decision-Making: AI provides insights for more informed strategic decisions, leading to improved outcomes.
5. Conclusion
This analysis shows that gen AI is rapidly transforming how organisations operate and engage with their customers. The use cases are not isolated experiments but represent a broader movement toward embedding AI into core business processes. The breadth of applications across industries suggests a widespread understanding of the transformative potential of AI and a strong push towards adoption. Organisations that embrace these technologies are likely to gain a significant competitive advantage, both in terms of operational efficiency and their ability to deliver exceptional customer experiences. The emphasis on responsible and ethical application of AI is also a positive sign, indicating a balanced approach to technological advancement.
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Source: https://cloud.google.com/transform/101-real-world-generative-ai-use-cases-from-industry-leaders