There is no shortage of AI use cases being considered across organizations. As shown in Figure 2, organizations reported that areas such as customer service, marketing, software development, research, and cybersecurity would benefit most from generative AI in the future.2 Within these top use cases, there is a clear mix of benefits to drive business metrics, customer experience, and reduce risks. AI agents are an efficient way to address many of these departmental and organizational goals and to use enterprise data and workflows to not only inform, but also to take action. A simple example in customer service is identifying requests and concerns with customizable, automated AI-generated responses, thereby eliminating the need for human and manual intervention.
2. Enterprise Strategy Group Research Report, Beyond the GenAI Hype: Real-world Investments, Use Cases and Concerns, August 2023.