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Revolutionizing Business Processes with GenAI

How to Reap the Benefits with a Holistic Approach

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Generative AI, or GenAI, has emerged as the groundbreaking next level of artificial intelligence, poised to reshape the landscape of business operations across most industries. GenAI offers opportunities for innovation, efficiency, and scalability. At the same time, key challenges around data protection, AI regulation, and output quality need to be addressed. Meanwhile, new skills, such a prompt engineering, will be required. Discover the core of GenAI, its importance in the technology landscape, and its implementation into business workflows with a comprehensive approach that covers people, process, and technology.

GENAI'S PLACE IN THE TECHNOLOGICAL ECOSYSTEM

GenAI is not an isolated technology but a key player in the broader technological ecosystem. It interacts with and enhances other mature technologies and processes, acting as a catalyst for digital transformation. In this ecosystem, GenAI drives advancements in machine learning, data analytics, and automation technologies. Its integration into existing system landscapes allows businesses to leverage the full potential of digital technologies, achieving digital efficiency and enhancing their competitiveness and capacity for innovation.

Beyond AI: Integration into Business Processes

How businesses adopt AI technologies is not the only factor that determines their future success; it is also essential to consider how these technologies are integrated into business processes. A holistic approach that encompasses people, process, and technology is essential for maximizing the benefits of GenAI. In many cases, it is not advisable to use the output of GenAI engines without checking it first, due to the sometimes poor state of the input data. Ultimately, it is the quality of data that determines the performance of your AI. Or, as Amit Joshi put it, “if you put garbage in, you get garbage out.” Also, the GenAI engine can make only limited ‘human judgment.’

For these reasons, manual steps are always necessary. People are the most important asset of any business and will be the key enablers of GenAI integration. Employees need to have the right knowledge and skills to use AI to its full advantage. Therefore, businesses need to spend money on training and development programs that help fill the skill gaps and get their workforce future-ready.

This approach ensures that GenAI solutions are designed and implemented in a way that complements human skills, optimizes business processes, and leverages the latest technological advancements. The advantage of favoing simple, targeted GenAI models over complex ones, and combining them with skilled human input, is a lesson that SPS has learned over the past months.

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GENAI AS WORKFLOW TOOL

GenAI is more than just a tool; it is a vital component of a system that improves operational effectiveness and data quality. Using GenAI in workflows, streamlines and improves processes, from data input and verification to customer communication and content generation, thereby increasing performance and reducing mistakes. Beyond LLMs: The Need for Comprehensive Tools Large Language Models (LLMs) have achieved remarkable progress, but they are not enough on their own to realize the industrialization of GenAI. Some of the lessons learned by SPS regarding LLMs today:

  • They are not built for complex reasoning
  • Their understanding is limited
  • Their expertise is limited
  • They hallucinate (see graph below)

To make the most of the benefits of GenAI, such as output trustworthiness, content editing features, and adaptation to specific business requirements, it is necessary to incorporate additional tools and systems into the workflows. This incorporation enables a smooth and effective process, ensuring that the industrial application of GenAI meets high standards of quality and reliability.

Take a call center operation as an example. An LLM can be used to ‘understand’ the content and context of inbound calls and route them to the right operator to solve the query. But LLMs are not 100% accurate. By using a workflow engine, the queries can be routed to operators based on set confidence levels. So, if there is a 90% confidence level that the call has been analyzed correctly by the LLM, it would be sent to one operator for a quick response, whereas if the call is complex and the confidence level is only 50%, then it would go to someone else for further investigation.

HALLUCINATION RATE STATS

THE IMPORTANCE OF CHOOSING THE RIGHT PARTNER

GenAI can enable businesses to innovate, but it also brings challenges in terms of data protection, quality control, and capacity. To deal with these challenges, businesses need a GenAI solution that operates on a private clou and applies encryption and authentication. It must also save the capability to check and assess the output, use feedback, adapt to demand, and optimize resource allocation.

It is essential to work with the right partner, a safe pair of hands that can cut through the noise in the market and has the knowledge and experience to apply technology in a business environment. It is important not to see GenAI necessarily as an isolated technology but to take a holistic view that also considers the human in the process.

intelligent Automation

A good partner will also bring in expertise in a number of areas, such as business process design and prompt engineering, and will be on top of existing and upcoming regulations like the EU AI Act, which is designed to ensure data security, quality assurance and scalability. An experienced partner will understand in which scenarios GenAI delivers the desired benefits and where other state-of-the-art automation technologies are more suitable.

By concentrating on their core business and delegating GenAI process implementation to specialized partners, companies can speed up their digital transformation and achieve better results.

CONCLUSION

The relevance of GenAI lies in its potential to revolutionize customer experiences, freeing up capacity and allowing scalability in business operations. It enables businesses to offer personalized services, automate complex processes, and innovate products and services rapidly and efficiently. GenAI is a powerful tool that can change the way businesses operate, creating opportunities for amazing expansion and productivity gains. SPS’ pioneering efforts in developing SPS GenAI and its strategic approach to implementation exemplify the potential impact of this technology. By selecting the right partners and adopting a holistic approach that integrates GenAI into business processes and a globally accessible talent pool, companies can harness the full potential of GenAI to revolutionize their operations, drive innovation, and maintain competitive advantage in the digital era.

SPS: Pioneering Industrialized GenAI Usage

Under the leadership of CEO Jörg Vollmer, SPS has launched an SPS GPT that is configured for its own environment and services. SPT GPT is hosted on a private cloud in Switzerland and sets a new standard for the industrialized use of GenAI, aligning with SPS’ vision to lead in the industrialized usage of GenAI in business processing. SPS GenAI showcases how this technology can revolutionize customer experience, quality assurance, and scalability, demonstrating the transformative power of GenAI in business.

“With generative AI, we’re not just changing the way we work; we’re opening doors to endless possibilities. This is the power of possibility – turning today’s ideas into tomorrow’s realities.” Jörg Vollmer, CEO.

Through intelligent automation of routine tasks, SPS is transforming its clients’ employee journey. Employees gain free headspace and time for customers, innovation, and strategic growth. This not only makes for a more engaging workplace but also elevates employee retention for a stronger, more resilient business.

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