AI Impact: Companies Are Deploying AI. Few Can Prove It Works.
Companies are increasingly deploying AI, but few can prove its effectiveness, according to Rich Veldran, CEO of GoTo. GoTo is using AI to handle customer service calls, improving productivity and allowing employees to focus on complex issues.
Companies are deploying AI, but measuring its effectiveness remains a challenge. Rich Veldran, CEO of GoTo, states that the mindset must shift from experimentation to operationalization. GoTo is applying AI to customer operations, handling most customer service calls without human involvement. The company's research found that many IT leaders struggle to measure the return on AI investments. AI is changing how work gets done, with routine tasks automated and employees focusing on higher-value responsibilities. GoTo ties every AI initiative to a workflow and outcome, measuring ROI.
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