Automating Back-Office Work and Boosting Labor Productivity
“On average, an employee spends 30 percent of their time on manual IT work,” said Chris Bedi, chief digital information officer at ServiceNow. “Gen AI is now cutting down that process. What we saw on the back end was a 14 percent reduction in that back-office work.”
Augmenting workflows allows employees to reallocate those hours to more impactful work. And IT leadership can put resources toward upskilling and training staff so that everyone in the organization achieves a working proficiency with AI tools.
Enhancing the Omnichannel Experience for Customers and Associates
Generative AI is also helping businesses bridge the divide between the digital and physical worlds so that there is almost no gap between what products a consumer sees in-store versus online. For example, Lowe’s digital twin — connected through NVIDIA’s Omniverse — enables store associates to visualize and interact with nearly all of the chain’s digital data, “giving them superpowers” to optimize operations and localize plans to better meet customer needs, said Seemantini Godbole, executive vice president and chief digital and information officer at Lowe’s. The digital twin also lets teams test and virtually simulate hundreds of different store layouts and product pairings so that IT leaders can compare “this planogram versus this planogram, what would it do to my sales what would it do to my inventory flow,” said Godbole.
READ MORE: Learn the four most effective use cases of generative AI in retail.
The Fortune 50 home improvement company is also using AI analytics to drive e-commerce personalization and computer vision technology to improve inventory tracking and reduce friction at self-checkout.
Businesses such as Amazon, Target and Walmart are also using generative AI to create more precise product recommendations and more personalized e-commerce texts and emails.