Top Genai Use Cases for Businesses

What do a bank, a hospital, and a logistics firm have in common? They’re all quietly experimenting with GenAI in ways that actually matter. Not to win headlines. Not to build shiny copilots. But to drive results. That’s what stuck with me while exploring Deloitte’s GenAI Use Case Navigator. https://lnkd.in/eskkGqH4 It’s not just a catalog of AI ideas, it’s a reality check. Because here’s what it reveals: ➤ GenAI’s biggest impact isn’t in customer experience fluff. It’s in fixing the unseen bottlenecks that drag businesses down. ➤ The most transformative use cases? Not the ones that sound fancy—but the ones that reduce manual effort, save time, cut cost. ➤ Think: claims intake, RFP responses, contract summarization, fraud detection, supply chain prediction. Real examples? ➡️ A global insurer used GenAI to automate underwriting analysis, reducing quote generation time from 5 days to 30 minutes. ➡️ A healthcare system used it to summarize complex patient histories before physician review, cutting admin time by over 40%. ➡️ A logistics company deployed GenAI to optimize route planning and fuel usage, saving millions in operational costs. ➡️ A government agency implemented GenAI to automate the review of grant applications, ensuring consistency and reducing cycle times. ➡️ A legal team used it to draft NDAs and review contract clauses—freeing up attorneys for higher-value work. ➡️ A finance team built a GenAI-powered dashboard that answers natural language queries about spend, variances, and forecast anomalies—no analyst needed. They’re not talking about “prompt engineering.” This is so 2023. They’re engineering out inefficiencies. They’re not building AI for the sake of it. They’re using AI to solve what’s broken, fragmented, or too slow to scale. Because. ChatGPT is NOT your strategy. AI is NOT your strategy. Your strategy IS to run your business better. Smarter. Leaner. Faster. AI's power depends on where and how you use it. Because in the end, it’s not about being an “AI-first company.” It’s about being a results-first company. So here's the question: What’s the real ROI of GenAI? The pilot… or the process it quietly replaces forever?

From MIT SMR - how 14 companies across a wide range of industries are generating value from generative AI today: McKinsey built Lilli, a platform that helps consultants quickly find and synthesize information from past projects worldwide. The system integrates with over 40 internal sources and even reads PowerPoint slides, leading to 30% time savings and 75% employee adoption within a year. Amazon deploys AI across multiple divisions. Their pharmacy division uses an internal chatbot to help customer service representatives find answers faster. The finance team employs AI for everything from fraud detection to tax work. In their e-commerce business, they personalize product recommendations based on customer preferences and are developing new GenAI tools for vendors. Morgan Stanley empowers their financial advisers with a knowledge assistant trained on over a million internal documents. The system can summarize client video meetings and draft personalized follow-up emails, allowing advisers to focus more on client needs. Sysco, the food distribution giant, uses GenAI to generate menu recommendations for online customers and create personalized scripts for sales calls based on customer data. CarMax revolutionized their car research pages with GenAI, automatically generating content and summarizing thousands of customer reviews. They've since expanded to use AI in marketing design, customer chatbots, and internal tools. Dentsu transformed their creative agency work with GenAI, using it throughout the creative process from proposals to project planning. They can now generate mock-ups and product photos in real-time during client meetings, significantly improving efficiency. John Hancock deployed chatbot assistants to handle routine customer queries, reducing wait times and freeing human agents for complex issues. Major retailers like Starbucks, Domino's, and CVS are implementing GenAI voice interactions for customer service, moving beyond traditional phone menus. Tapestry, parent company of Coach and Kate Spade, uses real-time language modifications to personalize online shopping, mimicking in-store associate interactions. This led to a 3% increase in e-commerce revenue. Software companies are integrating GenAI directly into their products. Lucidchart allows users to create flowcharts through natural language commands. Canva integrated ChatGPT to simplify creation of visual content. Adobe embedded GenAI across their suite for image editing, PDF interaction, and marketing campaign optimization. For more information on these examples and to gain insight into how companies are transforming with GenAI, read the full article here: https://lnkd.in/eWSzaKw4 images: 4 of the 20 I created with Midjourney for this post. #AI #transformation #innovation

𝐃𝐢𝐬𝐜𝐨𝐯𝐞𝐫 𝐡𝐨𝐰 𝐜𝐮𝐬𝐭𝐨𝐦 𝐆𝐞𝐧𝐀𝐈 𝐢𝐬 𝐫𝐞𝐬𝐡𝐚𝐩𝐢𝐧𝐠 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐢𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧𝐬 𝐟𝐫𝐨𝐦 𝐡𝐲𝐩𝐞𝐫 𝐩𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐞𝐝 𝐬𝐚𝐥𝐞𝐬 𝐩𝐢𝐭𝐜𝐡𝐞𝐬 𝐭𝐨 𝐢𝐧𝐬𝐭𝐚𝐧𝐭, 𝐞𝐦𝐩𝐚𝐭𝐡𝐞𝐭𝐢𝐜 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 𝐝𝐫𝐢𝐯𝐢𝐧𝐠 𝐝𝐞𝐞𝐩𝐞𝐫 𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐥𝐨𝐲𝐚𝐥𝐭𝐲. The future of customer experience is tailored, efficient, and scalable. Here’s how businesses are winning with custom GenAI: 𝐇𝐲𝐩𝐞𝐫-𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐞𝐝 𝐒𝐚𝐥𝐞𝐬 𝐎𝐮𝐭𝐫𝐞𝐚𝐜𝐡 ↳ A SaaS company increased demos by 40% using AI-tailored email campaigns. ↳ Microsoft Azure AI analyzed buyer intent to craft resonant messages. ↳ Sales teams focused on closing deals instead of chasing leads. 𝐄𝐦𝐩𝐚𝐭𝐡𝐞𝐭𝐢𝐜 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 ↳ An e-commerce brand reduced complaints by 25% with AI-powered chatbots. ↳ Azure Cognitive Services provided real-time sentiment analysis for better responses. ↳ AI escalated complex issues directly to human agents, cutting wait times. 𝐅𝐚𝐬𝐭𝐞𝐫 𝐐𝐮𝐞𝐫𝐲 𝐑𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧 ↳ A fintech startup cut support resolution time by 50%. ↳ Azure OpenAI Service referenced transaction history to resolve disputes instantly. ↳ Customers trusted the speed and accuracy of automated responses. 𝐏𝐫𝐨𝐚𝐜𝐭𝐢𝐯𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐑𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 ↳ A subscription service boosted renewals by 30% with GenAI insights. ↳ Microsoft’s AI tools flagged inactive users for re-engagement. ↳ Personalized emails brought 70% of these customers back. 𝐒𝐜𝐚𝐥𝐚𝐛𝐥𝐞 𝐂𝐨𝐧𝐭𝐞𝐧𝐭 𝐂𝐫𝐞𝐚𝐭𝐢𝐨𝐧 ↳ A marketing agency generated 500 ad variations in 24 hours. ↳ AI, hosted on Azure, adapted copy for cultural nuances and languages ↳ Campaign ROI doubled without adding more creative resources. 𝐈𝐧𝐬𝐢𝐠𝐡𝐭𝐬 𝐟𝐫𝐨𝐦 𝐔𝐧𝐬𝐭𝐫𝐮𝐜𝐭𝐮𝐫𝐞𝐝 𝐃𝐚𝐭𝐚 ↳ A healthcare provider used AI to analyze patient feedback. ↳ Azure’s capabilities uncovered service gaps and addressed them within weeks. ↳ Improved patient satisfaction scores by 15%. 𝐒𝐞𝐚𝐦𝐥𝐞𝐬𝐬 𝐌𝐮𝐥𝐭𝐢𝐜𝐡𝐚𝐧𝐧𝐞𝐥 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐬 ↳ A retail brand unified its online and in-store journeys with GenAI. ↳ AI recommended products based on in-store visits and browsing history. ↳ Cross-channel conversions surged by 35%. Custom GenAI isn’t just a tool. It’s your secret weapon for sustainable growth and customer loyalty. ♻️ Repost to your LinkedIn followers and follow Timothy Goebel for more actionable insights on AI and innovation. #AIforCustomerExperience #CustomGenAIImpact #PersonalizedAI #FutureOfCX #GenAIRevolution

Verizon has implemented several generative AI (GenAI) initiatives to enhance its customer experience and streamline operations. Here's a summary of key GenAI tools and applications: Segment of Me: This tool uses customer data to provide personalized product offers and tailored online experiences, including customized merchandise, copy, and images. Personal Shopper: This GenAI tool analyzes customer profiles to help employees quickly understand customer needs and preferences. It has reduced transaction times by 2-4 minutes and has an 85% accuracy rate in predicting customer preferences. Personal Research Assistant: Developed in partnership with Google, this tool helps customer service representatives quickly access information from Verizon's knowledge base. It's currently used by over 40,000 Verizon reps and is expected to save 20-30% of time on normal tasks. Fast Pass: This tool matches customers with the most suitable customer care representative based on their specific needs, ensuring they speak with someone knowledgeable about their particular issue. Verizon has been implementing these GenAI tools across various customer touchpoints, including retail stores, customer care, and digital platforms. The company aims to simplify customer interactions, reduce cognitive load on employees, and provide more personalized experiences. Brian Higgins, Verizon's chief customer experience officer, noted that the company has a strong workforce focused on GenAI development and numerous partnerships providing new services. Verizon's long-standing work with customer data has positioned them well for these AI-driven innovations. #verizon #5g

The time of GenAI Proof of Concepts is coming to an end! This is a must read article to learn how a company like J&J is taking this to the next level. The article actually provides an implicit playbook. Important snippets: "the move ensures that the company allocates resources only to the highest-value generative AI use cases, while it cuts projects that are redundant or simply not working, or where a technology other than GenAI works better." "Now we’ve moved from the thousand flowers to a really prioritized focus on GenAI. The “thousand flowers” approach involved a number of use case ideas germinating from across the company, which made their way through a centralized governance board. At one point, employees were pursuing nearly 900 individual use cases, many that were redundant or simply didn’t work" "And as the company tracked the broad value of AI, including generative AI, data science and intelligent automation, it found that only 10% to 15% of use cases were driving about 80% of the value" --> Pareto Principle appears everywhere "J&J began its pivot last year, removing a centralized governance board responsible for vetting employee GenAI ideas. It then distributed governance responsibilities to various corporate functions, including commercial, supply chain and research, that had a better handle on whether the use cases were actually driving value in their area." --> Governance doesn't go away. It needs to be setup in order to be an enablement function. "J&J is drilling down into high-value generative AI use cases around drug discovery and supply chains, as well as an internal chatbot to answer questions on company policy." 💰 Sales (make money): "One example that is working is a “Rep Copilot,” which helps coach sales representatives on how to engage with healthcare professionals about new treatments." 🤝 Internal (reduce time/costs): "GenAI also is being used for an internal chatbot that ingests information about company policies and benefits to help reduce the some 10 million interactions employees have every year with the services team." 💉 Drug Discovery (their core business): "In drug discovery, the company is looking at whether GenAI can help researchers find the optimal moment to add a solvent to turn a liquid molecule into a solid." --> Very clear use cases on making money and saving money. "The company is tracking progress in three buckets: 1) the ability to successfully deploy and implement use cases; 2) how widely they are adopted; and 3) the extent to which they deliver on business outcomes." Success = deployed systems that make and save money. Duh 🤣