Case Study: GenAI: Can enterprises catch up to expectations?
Coveo
Country: USA
Number of interviews: 2,000
Respondent profile: nationally representative sample of adults aged 18+ who use a computer as part of their work in companies with 500+ employees
As ChatGPT made headlines in early 2023, the media painted GenAI with a mix of admiration and apprehension. To cut through the noise, Coveo commissioned Arlington Research to survey GenAI’s real-world use in workplaces and customer service. The findings reveal a clear gap: while consumers are intrigued by GenAI, its potential isn’t yet fully realized in everyday applications.
Key Takeaways
- High Awareness but Moderate Understanding: Nearly 90% of respondents are aware of GenAI, with 36% stating they know a fair amount or more. Awareness of ChatGPT is similarly high, with 81% familiar with it and 40% feeling well-informed.
- Strong Demand for GenAI at Work: A striking 86% of employees want GenAI tools in the workplace, with 52% citing benefits like finding relevant information or creating content more efficiently. Over half (56%) believe GenAI could save them at least an hour a day.
- Lack of Policy on AI Use: Despite enthusiasm, more than half (54%) report that their companies haven’t established an AI usage policy. Only 29% say their company has a formal policy with training.
- GenAI for Customer Service: 79% of consumers feel comfortable with GenAI in customer service, though 63% want transparency on whether they’re interacting with a human or a chatbot during support or shopping.
- GenAI’s Potential and Perceptions: 40% of respondents would recommend GenAI for its time-saving benefits. Expectations include quick, accurate responses (69%), problem-solving assistance (63%), personalized recommendations (40%), and engaging conversations (27%).
- Consumer Concerns Remain: While GenAI holds promise, 93% of respondents have concerns, with data privacy (62%) and accuracy/reliability of responses (56%) topping the list.
The takeaway is clear: GenAI has vast potential to improve productivity and customer experience, but for it to truly deliver, companies must address consumer concerns, establish policies, and offer transparency.