While many enterprises maintain that utilizing AI is the key to staying ahead, actually delivering true, tangible business value from these investments is somewhat elusive. With a wide variety of applications for AI possible—from generative assistants to intelligent search, predictive insights, and more—being able to effectively measure ROI requires coordination of strategy, clear metrics, architecture, and governance.
In partnership with Enterprise AI World, DBTA’s latest webinar, Unlocking Enterprise Value: Making Strategic AI Investments That Deliver, featured the expertise of Shawn Isinhue, global head of business value services, Moveworks, exploring how to align AI initiatives with business impact through a potent mix of technical, operational, and human capabilities.
In today’s business, “There’s constant pressure to find ways to boost productivity and to do more with less. That’s of course the goal of your organization—that’s the reason that you all are looking to an AI investment,” said Isinhue.
Simultaneously, though, “The reality of the employee experience…is full of friction,” said Isinhue. “Getting work done is very hard.” With the increasing diversity and complexity of data environments and the apps and tools they interact with, data silos impedes business success.
“The demand never stops for information,” said Isinhue, where even something as simple as gaining access to Salesforce requires filing a ticket and getting approval, involving several teams in and interfaces in the process. These delays add up, and the cost of productivity and business efficiency “is too great for your orgs,” Isinhue noted, and traditional approaches are falling short:
- Search solutions can’t take actions or automate workflows.
- App toolkits lack scalability, flexibility, and customization.
- Ecosystem copilots are siloed to specific apps or ecosystems.
- Homegrown solutions require dedicated expertise and resources to build.
Moveworks addresses these shortcomings with one agentic AI assistant to empower your entire workforce, allowing you to:
- Find answers: Search and find the right information instantly, no matter the system, format, or domain it’s in with a context-aware Reasoning Engine.
- Automate tasks: Act and enable instant end-to-end workflow automation across your tech stack using multiple LLMs, plus more than 100 out-of-the-box integrations and plugins.
- Boost productivity: Supercharge workflows with helpful GenAI capabilities and other time-saving tools that take the work out of busywork.
- Build AI agents: Enable developers to easily create customizable AI agents and accelerate enterprise-wide processes with a low-code experience (with no need to pay for a separate iPaaS).
Outside of employing the right tools, having an effective way to evaluate and measure AI maturity is crucial in ensuring ongoing success. Generally, enterprises should look for ways that their AI initiatives are driving operational excellence, delivering employee success, and accelerating business transformation. More granularly, enterprises should look at the following impacts:
- Service desk efficiency: Lower support effort and costs; focus on higher value projects/issues; improved SLAs; reduced cost to maintain/optimize support infrastructure; 24x7x365 availability
- Employee productivity: Reduced wait time for issues to be resolved; improved profitability per employee, including revenue-generating employees; improved customer outcomes
- Manual processes: Time and cost savings from business process automation; reduced risk from manual error
- Security posture: Reduced systems/software vulnerabilities leading to lower risk of security incidents
- Employee onboarding: Faster time to ramp to productivity (impact to revenue and/or cost savings); reduced new employee churn
- Employee turnover: Reduced hiring costs and loss of productive capacity; increased sales; “best place to work” company
- Tech stack ROI: Increased value out of existing tech stack (KB, ITSM, Chat, etc.); reduced change management cost; increased trust in systems means more adoption and usage
- Support scalability: Support FTEs (full-time equivalents) headcount decoupled from employee headcount; reduced cost to support global growth, support teams focused on higher-value issues
This is only a snippet of the full Unlocking Enterprise Value: Making Strategic AI Investments That Deliver webinar. For the full webinar, featuring the entire discussion of Airflow implementation patterns, more detailed explanations, a Q&A, and more, you can view an archived version of the webinar here.