Generative AI Use Explodes in Business Processes

The use of generative AI in business processes has seen a staggering 400% growth in 2023, according to the "2024 Work Automation Index" released by work automation platform Workato. This trend has been primarily driven by the adoption of generative AI by RevOps, with 48% of use cases, followed by IT with 31%. Surprisingly, customer support lags behind at only 12%.

The report, based on a survey of more than 1,000 medium-sized and enterprise Workato clients, also found that highly complex automation cases have almost doubled over the past two years. Additionally, 50% of automation cases now involve four or more departments, indicating a growing trend towards cross-departmental automation.

Key Findings from the Report

• Business operations teams are at the forefront of automating processes, with 27.7% of all processes being automated by them in 2023.
• Automated processes are becoming more complex, involving more apps and steps.
• While 56% of automations are still built by IT, the remaining 44% are built by other business teams with IT playing a coaching role.
• 11% of automations still involve human input, such as for approvals.

This rapid growth in generative AI use can be attributed to the convergence of two complementary trends - the push towards automation in the enterprise and the accessibility of generative AI tools like ChatGPT outside of the enterprise. Workato CEO Vijay Tella described this trend in his 2023 book "The New Automation Mindset". The use of generative AI has greatly accelerated the automation process, with its ability to construct and even code business processes in response to natural language prompts.

For marketers, it is interesting to note that RevOps is leading the way in the adoption of generative AI. This highlights the potential for using generative AI in marketing processes and the need for businesses to adapt to this new technology.

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The post Generative AI Use Explodes for RevOps appeared first on MarTech.

Originally reported by Martech: https://martech.org/generative-ai-use-explodes-for-revops/
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